Latest Posts
The Thanksgiving Effect Might Just Make Us Better Merchants
I love Thanksgiving. It’s the one holiday that calls us to pause, reflect, and genuinely connect with others—free…
Passikoff: The Difference Between Brands and Real Brands
I worry about the state of brands today. Sure, there are some actual brands out there doing what…
October 8, 2024
Breaking Loyalty – Part 1: Unraveling the Loyalty Crisis
What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike…
October 2, 2024
Passikoff: You’re Not Just Competing with Your Competitors
Every January we field our Customer Loyalty Engagement Index. This past January we had consumers assess 1,231 brands in 114…
Impulse Buying and Brand Loyalty in Beverages
How consumer psychology is reshaping the beverage industry: Digging deep into Alpha-Diver’s Bev50 Report. How is consumer psychology…
Navigating Sociopolitical Shifts: Prioritizing What Matters to Gen Z
In the ever-changing landscape of sociopolitical views, the past two years have brought about some notable shifts in…
Decoding Female Shopper Dynamics: Insights from the SheShops Report
In this episode of Customerland, we explore the newly released SheShops Report, which sheds light on the significant…
Passikoff: The Great (Brand) Pyramid
We deal with all kinds of pyramids in life. As kids we had one of those front-of-the-school-room Food…
Passikoff: Is Your Brand on the Right List?
People love lists. If that statement seems intuitively obvious, good! Apparently, it should be. Here’s a list of…
Unraveling the Emotional Threads of Customer Satisfaction
Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John…
Getting to Better Customer Algorithms
The key to unlocking customer engagement lies in understanding that while algorithms can guide you, it’s the human…
Passikoff: Matchless Marketing – Jeans Edition
It’s time to play “Matchless Marketing or Brand Blunder? Here’s how we play. We ask a question about…
Transforming Traditional Rewards into Community-Driven Loyalty
In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer…
Data Driven: 84.51° Unlocks the Who, What Where & Why of Omnichannel
We recently got to chat with Alex Trott to explore how Kroger works its data magic. We unpacked…
Breaking Away from Traditional CX Metrics for Enhanced Engagement
In this episode, we discuss the current and future state of Customer Experience (CX) with Dave Norton, Founder…
Deep Dive into the Consumer Motivations that Drive Sales
Does Psychology Provide a Crystal ball into Brand Performance? Human beings have always longed to predict the future…
Embracing Diversity in Television: A Call for Authentic Representation
Television has always been a powerful medium for storytelling, but recent data from Horowitz’s FOCUS Black: State of Media,…
4 Ways AI Can Be Leveraged in Automotive Aftermarket Today
We are witnessing a transformative era similar to what we felt when the internet emerged, and how we…
Passikoff: Brand Loyalty Kicks High
There was a great marketer who said the secret of his success was, “Don’t give people what they…
February 13, 2024
Loyalty Reimagined (Pt 1)
A Blueprint for Active Customer Engagement in Today’s Market Alone we can do so little; together we can…
2024 Retail Marketing & Loyalty Outlook: A Conversation with Eagle Eye’s Tim Mason
In September of last year, we spoke with Tim Mason, CEO of Eagle Eye and architect of the…
Decoding the 2024 Retail Consumer Psyche
A survey of surveys. In 2024, the consumer landscape is undergoing a remarkable transformation. Shaped by a confluence…
Passikoff: Smartphoning It In
Just to be clear, I did not ‘phone in’ this column. (Cue rim shot) I emailed it! Little…
October 23, 2023
A Deep Dive into Gen Z’s Choices
Imagine cracking open the secret behind Gen Z’s snacking habits. That’s exactly what we’re doing today with Mary…
Creating Resonance: How Values Shape Consumer Engagement
Unlock the power of values in marketing. Join us on this enlightening journey with our guest, David Allison,…
Passikoff: What Happens When Brands Chase the Wrong Numbers
Let me be very clear. This is not a column about trans people, LGBTQ civil rights, pride, Pride…
The Case for Customer Expectations as CX’ North Star
CX professionals need to start by understanding their customers’ expectations for doing business with them because meeting and…
Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
A Behind-the-Scenes Look at Consumer Behavior
It’s not always obvious why people make the decisions they do. If a customer buys a certain product,…
January 19, 2023
Passikoff: The Little Black Dress of Loyalty
In life and loyalty, feelings are tough. I was doing some post-holiday shopping and saw this t-shirt online.…
January 17, 2023
Passikoff: Winning at REAL Loyalty
Next week we’re releasing our 26th annual Customer Loyalty Engagement Index. How brands in different categories rank when it comes to…
New Customer Behaviours and Upcoming Trends in the Retail Industry
The retail industry is currently undergoing enormous changes. Many factors play a role, the biggest one being the steady implementation of new technology.
Passikoff: Bad Research = Bad Predictions. Again.
Making predictions about 21stcentury consumers (or voters) using mid-20th century research techniques generally results in misleading forecasts.
November 29, 2022
