Blog

This blog was written in response to the article "Aeroplan, it’s time to stop grabbing back the miles of your inactive customers" by Rob Carrick, that was published on January 14, 2020 on https://www.theglobeandmail.com/ 

Hard truth: if you’re designing your employee experience (EX) strategies around segmentation by age group, you’re doing it wrong.  

In a follow-up to our November blog applauding Starbucks' Black Friday deal and how it used loyalty mechanics to encourage acquisition and habitual behaviors, Scott Robinson and Sayyada Rai  put the offer to the test and examined the real-world implications from two points of view.

Starbucks' Black Friday deal shows us that loyalty mechanics can brew good things outside of formal loyalty programs. 

From discounts and free shipping to makeovers and workout classes, paid perks are taking off in the loyalty space.

Customer experience (CX) has become a critical focus area for businesses seeking to connect with their customers in meaningful ways and differentiate themselves from their competitors. So popular is the topic of CX, it has its own global day (“CX Day”) to celebrate brands that create great customer experiences.

Employees are the face of your brand. They are the difference between a “good experience” and a “great or differentiated experience”—they are the ones that form emotional bonds, and bring the brand promises to life. Numerous studies, have shown that a positive interaction between a customer and an employee results in enhanced brand perception, likelihood to increase spend and more willingness to forgive brand missteps—small and large.

Bottom line: employees can’t be replicated.

 As featured in Loyalty 360

Keep up with an innovative mobile loyalty strategy

Loyalty—it’s in your customers’ pockets and at their fingertips. Smart brands are acquiring, engaging, and retaining customers with a loyalty strategy that harnesses the simplicity and readily-adopted nature of mobile. Here are some ideas on how leverage new integrations in mobile technology to personalize and enrich your customers’ journey.

Happy CX Day! In this video, people from across our organization share fundamentals that are key to delivering and achieving CX transformation success.

Put on by the Customer Experience Professionals Association, CX Day is a global celebration of the brands and professionals that create great experiences for their customers.

In a moment of huge frustration, it’s often down to individual staff members to deliver an experience that takes that frustration away and allows one to breathe a sigh of relief and appreciation. On a recent visit to the U.K., I got to experience this first hand.