Latest Posts
The Technological Renaissance of Coalition Loyalty Programs
Coalition loyalty programs are experiencing a significant revival, albeit with contemporary modifications that address the shortcomings of their…
March 17, 2025
Transforming the Post-Purchase Experience in Luxury & Sustainability
The luxury industry is undergoing a seismic shift. Once defined by exclusivity, heritage, and generational ownership, luxury is…
March 12, 2025
Beyond Price: The Untapped Value of Eco-Conscious Shoppers
The landscape of consumer loyalty is rapidly evolving, with sustainability and health consciousness emerging as powerful drivers of…
March 12, 2025
Lost & Found Reimagined: How Boomerang Turns Customer Frustration into Brand Loyalty
For businesses in travel, sports, entertainment, and hospitality, the lost & found process has long been a necessary…
February 21, 2025
The Missing Link in Retail Loyalty: Travel Rewards
For years, retailers have relied on discounts to drive customer loyalty, but as consumer expectations evolve, traditional price-based…
February 21, 2025
Passikoff: The Brand Also Rises
This is my 100th column for Customerland. Coincidently it’s the 100th anniversary of Ernest Hemingway’s first major book, In Our Time. A…
February 18, 2025
Unlocking the Next Evolution of Travel Rewards
The landscape of travel loyalty programs continues to evolve, shaped by shifting consumer behaviors, technological advances, and strategic…
Big Changes in the Ways We Interact with Brands – the 2025 CLEI Results
In today’s fast-paced market, understanding brand loyalty is no longer just a matter of measuring customer satisfaction; it…
January 29, 2025
Decoding the 2025 Brand Loyalty Engagement Index
The 2025 Brand Loyalty Engagement Index (CLEI), released by Brand Keys, delivers a detailed snapshot of how consumer…
Redefining Loyalty Programs Through Purpose and Sustainability
Can the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week,…
January 22, 2025
Decoding Gen Z Loyalty and Engagement
Editor’s Note: This was one of the most fascinating – and instructive – conversations in recent memory. I…
Passikoff: Getting 100 on the Brand Test
Think about the number 100. What comes to mind? Completeness? Totality? Your perfect score on that spelling test…
January 14, 2025
What Travel Brands Must Do to Win Over Gen Z
The travel industry is at a crossroads. By 2030, Gen Z’s purchasing power is expected to reach $12…
January 13, 2025
The Hidden Gold in Sustainable Rewards Programs
The season of abundance typically delivers a surge for retailers, but new research shows they may be overlooking…
December 30, 2024
Navigating AI-Driven Loyalty Shifts
In this episode of Customerland, Erin Raese, CRO at Annex Cloud, shares her expertise on the changing nature of…
December 18, 2024
iSeatz Poised for Growth with Strategic Leadership Additions and Product Innovations
iSeatz is making bold moves to reinforce its position as a leader in travel technology. The company’s announcement…
December 12, 2024
The Loyalty Personalities Quiz: A Nifty Tool for Modern Loyalty Strategy
From an analyst’s perspective, Annex Cloud‘s recently introduced Loyalty Personalities Quiz represents an intriguing approach to enhancing customer…
November 26, 2024
From Convenience to Connection: Car Rentals Growing Loyalty
Loyalty programs are everywhere—but loyalty itself is increasingly rare. As consumers face a barrage of choices, traditional programs…
November 25, 2024
Seeking Long-Term Loyalty: Evolving Loyalty Technology for Financial Institutions
Endearing customer loyalty is critical for businesses of every stripe, but for financial institutions, long-term customer loyalty is…
November 8, 2024
Deus Ex Marketer: What it Takes to Orchestrate Customer-Centricity in a Data-Driven World
Editor’s Note: This piece has been marinating in the backwashes of my brain for a long time –…
The Loyalty of Black Friday
Half of U.S. Consumers Will Remain Loyal to Brands They Purchase From During Black Friday The annual Black…
Breaking Loyalty – Part 3: Fixing Loyalty for the Modern Age
This is the third in our 3-part Series on Breaking Loyalty. Along with Mike Ribero, an expert in…
October 16, 2024
Breaking Loyalty – Part 2: What Customers Want and What Companies Need
In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to…
October 9, 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
5 Lessons from Prime Day to Leverage for a Killer 2024 Finish
Prime Day is more than the biggest “holiday” sale in the soft summer season; it’s a chance for…
Reimagining Travel Technology through Radical Innovation
What if the very systems that airlines rely on are the root cause of your travel hassles? Join…
September 18, 2024
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…
Revitalizing Ad Creativity With AI and Empathy
In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years…
Reconciling Consumer Expectations and Brand Realities for Better Travel Loyalty
In this episode of Customerland, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara,…
Passikoff: Holiday Brand “Wieners”
July 4th is coming up. It’s a big deal. Independence Day. Official birthday of the United States. Federal holiday.…
June 25, 2024
The Broken Promise of Loyalty: Why It’s Failing and How to Fix It
A bit of context before you read this. I have a lot of respect for loyalty marketing professionals.…
Passikoff: Meaningful Brands (Always) Win
As I mentioned in my last column, we released our 23rd annual Most Patriotic Brands list last week, posted…
June 11, 2024
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…
Strategic Synergies That Reshape Consumer Engagement
Join us as we sit down with David Slavick to explore the world of partnership innovation in business.…
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…
From Messy Data to Loyalty Mastery
Loyal customers aren’t just important—they’re essential for business success. They purchase more often and spend more than other…
May 13, 2024
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…
Navigating the Convergence of AI, Ethics, and Retail Engagement
In this episode, Sara Richter, CMO at Emarsys SAP, discusses the evolving role of AI in retail marketing.…
Passikoff: Playing to Win for Fan Loyalty
Since the dawn of time, there’s one sports-related truth about men: if they can toss it, pass it,…
April 30, 2024
Passikoff: Brand Exnovators
Here’s my “Word of the Day.” Exnovation. I used a thesaurus to find it. “Exnovation” has been described as…
April 9, 2024
Personalizing Loyalty: The TRIFFT Way to Forge Community & Retention
Ever wondered what it takes to cultivate a loyal customer base that feels more like a community? Jakub…
Unlocking Loyalty: The Unseen Power of Travel Rewards in Membership Engagement
In the ever-evolving landscape of customer engagement and loyalty, one constant remains: the quest for organizations to create…
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…
The Good News and the Bad News about AI
Which do you want first? Research tells us that depends. On whether you’re the giver or receiver of…
Travel Loyalty in an Age of Value
iSeatz 2024 Loyalty Trends Report: What consumers value most in their loyalty program is saving money on travel.…
February 19, 2024
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
Turning Customer Service Hurdles into Loyalty Wins
Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service.…
Loyalty Reimagined (Pt 1)
A Blueprint for Active Customer Engagement in Today’s Market Alone we can do so little; together we can…
Mastering the New Dance of Consumer Expectations
Ever wondered why the pull of your favorite brand is so strong, or why some products seem to…
