A brand new view

Welcome to our world! Here you’ll find all the latest thinking in marketing along with news, case studies and other useful resources to support your programs.

How can you deliver an award winning customer experience?

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Providing an award winning customer experience (CX) to consumers goes beyond just being “nice.” Properly training your customer facing associates is certainly important, but as my colleague Bob Moorhead recently stated, “top notch customer service is driven by having the proper data and technology in place to fulfill customer goals.”  In other words, it’s not […]

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The role of email in helping to drive loyalty

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Creating desired and memorable experiences is what drives loyalty. There’s a transformation underway with the shift from transactional to relational loyalty programs that marketers need to think about. As this shift happens, what role does your email program play (or continue to play) as part of your loyalty program? Last week I had the opportunity […]

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