Latest Posts
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…
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…
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…
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…
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.…
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…
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…
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,…
Passikoff: Brand Exnovators
Here’s my “Word of the Day.” Exnovation. I used a thesaurus to find it. “Exnovation” has been described as…
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.…
Passikoff: Brand Loyalty Kicks High
There was a great marketer who said the secret of his success was, “Don’t give people what they…
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…
Passikoff: Attack of the Loyalty Juggernauts
Consumers – you and me – make 35,000 choices a day. One every 2.5 seconds. Depending on category…
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…
Three Issues Crippling Current Loyalty Programs
The Cost of Intransigence and What to Do About It “Adapt or perish, now as ever, is nature’s…
Passikoff: How to make your brand “happen”
There’s a big difference between what consumers expect and what they see brands delivering. When it comes to…
Open Banking and the Future of Rewards
Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking…
Passikoff: Loyalty is boffo!
Loyalty is Boffo! That’s show-biz talk. For “terrific!” More for some brands than others, but still. The accolade…
Exploring the Next Frontier of Retail
Welcome to the world of loyalty marketing, where data drives decisions and personalization is key. In this episode,…
The Acquisition Algorithm: A Formula for Better Customer Loyalty
Personalized loyalty has the potential to drive customer lifetime value (CLV) in a significant way, but to do…
How to Deliver (and Improve) the Connected Customer Experience
A connected customer experience delivers smart, contextual interactions across all touchpoints in the customer’s journey. Nowadays, the customer experience (CX)…
Capillary Technologies: Pushing Boundaries in Loyalty & Customer Engagement
Founded in 2012, Capillary Technologies has been at the forefront of revolutionizing the loyalty and customer experience landscape. Established in…
The Emotional Anatomy of Customer Experience
If emotions are that important to the customer experience, then certainly you must be measuring them, right? Ready…
How to Cultivate Loyalty with Consumers Who Aren’t Shopping Just on Price
For businesses that want to build loyalty it can be unwise to compete primarily on price. As economic…
Exploring the 2023 State of Customer Experience Report
What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We…
Creating Sustainable Loyalty in the Age of Climate Consciousness
Can sustainable customer loyalty truly exist in the airline industry? Join us for a captivating conversation with a…
Passikoff: Patriotic Brands Matter (and Win)
Brand Keys released their annual Most Patriotic Brands survey. It identifies which brands best embody the value of “patriotism".
Passikoff: Email Marketing for Fun and Profit. And Loyalty.
Email is not like duct tape. More is not necessarily better! It’s estimated professionals (no specific definition provided,…
5 Customer Engagement Strategies to Boost Sales
In today’s digital world, succeeding in your business goes beyond getting buyers through the customer journey. It’s also…
Tracking the New Convenience Store Tribes
Convenience stores have long been a staple of American retail, serving up snacks, drinks, quick-serve meals, and other…
Passikoff: Winning at the Ultimate Measure of Loyalty
A couple months ago I wrote a column about how to get consumers to behave six times better…
Customerland Ep. 8 – Loyalty from the Ground Up
Tim Mason is quick to say that he didn’t “invent” the Tesco Club card but if you look…