As mobile phone and Smartphone adoption rates continue to soar, a growing number of organizations are taking advantage of mobile marketing and messaging campaigns to help tighten the customer experience. As part of these trends, companies are also beginning to increase their use of mobile feedback systems to gauge and react to customer experiences.

I spoke recently with Allegiance Vice President of Marketing Chris Cottle to determine whether mobile feedback systems make sense from an ROI perspective.

Continue reading "Hoffman's Hot Seat: Mobile Feedback -- Is It Worth It?" »

Posted by Tom Hoffman at 6:00 AM | Permalink | Comments (0) | TrackBacks (0)

In my new favorite movie "Up in the Air," the George Clooney and Vera Farmiga characters, both frequent fliers who met for the first time, sit in an airport lounge, impressing each other with the amount of loyalty cards they carry in their wallets and how many frequent flier miles they've accumulated. At one point, the Farmiga character says to the Clooney character "We're two people who get turned on by elite status. I think we're starting at cheap," to which Clooney responds "There's nothing cheap about loyalty."

Continue reading "There's Nothing Cheap About Loyalty" »

Posted by Mila D'Antonio at 11:07 AM | Permalink | Comments (0) | TrackBacks (0)

As a ski buff, I'm fortunate to live in an area where there are a handful of small resorts located within a half-hour's drive of my home. What I like most about the proximity is that I can take a few runs on a weeknight or on weekends and not have to make a huge time commitment. I buy passes in advance so I don't have to waste time waiting on a ticket line. Just park the car, strap on my gear and head right to the chair lift.

Unless there's an unforeseen glitch.

Continue reading "Preventing a Customer Experience from Going Downhill" »

Posted by Tom Hoffman at 9:30 AM | Permalink | Comments (0) | TrackBacks (0)

Brand value improves as customer loyalty to that brand improves. It makes sense, but many companies still don't connect the dots between customer value and brand value. But which are the companies that do it best, and what can we learn from them?

Continue reading "Loyalty Correlates with Brand Value" »

Posted by Elizabeth Glagowski at 11:10 AM | Permalink | Comments (0) | TrackBacks (0)

It seems that the holidays are a profitable time not just for retailers, but also for thieves who steal gift cards from the mail. Or perhaps it's not so profitable for those thieves after all--especially when a retailer like J.Crew is involved. The company's proactive approach to service saved the day, and the sale.

Continue reading "J.Crew Saves (One) Christmas" »

Posted by Ginger Conlon at 1:28 PM | Permalink | Comments (0) | TrackBacks (0)