In the movie Up in the Air, George Clooney's character is a consultant obsessed with loyalty programs. His goal is to reach 10 million frequent flier miles and have a plane named after him. But what companies can actually take their loyalty programs that far? How far can you go to keep loyal customers interested and reaching for more?

Many companies offer loyalty programs, designed to reward the most loyal customers and make sure they build share of wallet. They have a progression path, tiers to be reached, and higher and higher privileges that members aspire to achieve. So what happens when a customer reaches the top of the pyramid? How do you keep the spark of the initial relationship going strong?

Continue reading "Customer Loyalty's Seven-Year Itch" »

Posted by Benjamin Filaferro | Permalink | Comments ()

Walt Disney is noted for saying that he wanted to create an experience that customers enjoy so much they come back, and they tell their friends. As part of Peppers & Rogers Group's Social Media Week last week, 1to1 Media Editorial Director Ginger Conlon and I spoke to several business leaders in New York whose firms were cited by 1to1 readers as having a unique or outstanding customer experience.

Continue reading "New York Customer Experience Stars" »

Posted by Martha Rogers | Permalink | Comments ()

Social media when applied in healthcare often comes down to risks versus rewards, because the risk of saying something in a social channel that may violate patient confidentiality is simply too great for some providers.

Continue reading "What's Your Social Readiness Score?" »

Posted by Marc Ruggiano | Permalink | Comments ()