by Bram Hechtkopf | Mar 11, 2015 | Retail Archive
Loyal customers share a great deal more with you. Because of this, loyalty enables insights into customer wants and needs that the average customer database does not offer. Yet a disconnect still exists between the online and offline customer experience. Despite...
by Bram Hechtkopf | Jan 23, 2015 | Customer Experience & Engagement, Retail Archive
Over the past decade, several major factors have significantly disrupted the retail and restaurant industries: including the evolution of eCommerce, the rise of social media, and most significantly, mobile devices and the broader mobile channel. All of these channels...
by Bram Hechtkopf | Nov 8, 2012 | Loyalty Marketing, Travel & Hospitality archive
Sometimes it’s easy to fall into predicable patterns, particularly when ways of doing things have been forged out of comfort and familiarity. This is in part because they feel good and also for the fact they get the proverbial job done – most of the time. And no...
by Bram Hechtkopf | Oct 26, 2012 | Customer Experience & Engagement
In advance of Loyalty360’s annual Engagement Expo in Dallas, I did some homework on a few of the presenters as well as prepping for my own presentation with Matt Hood of BJ’s Restaurant & Brewhouse (Successful Loyalty Strategies: Maximizing Engagement and ROI...
by Bram Hechtkopf | Sep 24, 2012 | Financial Services, Loyalty Strategy
Something we think about a lot at Kobie is: Loyalty liability, or to the laymen, the accumulated miles and points that go unredeemed by millions of loyalty program members. It’s important to realize that it’s not only a major stumbling block toward true profitability,...