The 6 A’s of Coalition Loyalty Success & the Virtuous Cycle of Profitability Net: Over a billion dollars have been lost by companies and investors trying to create a profitable coalition loyalty program in the U.S. over the past 30 years. In recent discussions with Sir Keith Mills, who created the original AIR MILES shopping […]
Net: Realizing that our son had no dedicated places to skateboard in our town of Brookline, Massachusetts, my wife Patty organized a group of young skate boarders and parents, teachers, nonprofit and other leaders to advocate for the creation of safe places to skate in our community. Although we have a lot of work to […]
Net: Obama’s failure to leverage the collaborative efforts of others, consider and include good ideas from his opponents and provide the requisite and timely leadership contributed greatly to congress’ inability to pass heath care reform. Will the rhetoric and approaches of the last two weeks be enough to revive it or are they too little […]
Net: Ace Tickets refunded skateboarding tickets we overpaid for through our own ignorance, yet refused to refund “pole view” tickets at Fenway Park they assured us were unobstructed. Sur La Table re-funded a four year old purchase without a receipt on a product they no longer carry. Both have solid customer ID technology, one used it […]
Two weeks ago while on vacation in Washington, DC, Patty and I found D’Acqua, a great seafood restaurant on yelp and left two happy kids with room service and movies at our hotel. We were seated a few tables away from David Axelrod, President Obama’s senior political advisor. I was about to ask our waiter for a […]
Net: Hotels.com provides great consumer value, excellent web and phone customer service and has one of the most rewarding loyalty programs I have seen. The company shows how applying the philosophy and applications of Web 2.0, good customer service and a well designed and implemented rewards program can create customer loyalty. Why book anywhere else?
Net: I loved the original Kindle and the Kindle 2 is even better. Thinner, more durable, faster user interface and improved battery life. It pays for itself in 6 months if you switch from buying the paper versions of the Boston Globe, NYT and WSJ to the KIndle versions. If you click on the link below to buy one, […]
The three facts: Forrester’s 2008 Technographics research found that over 50% of the members of all major age groups are actively engaged with at least one Web 2.0 application, including blogs, user reviews and social networks. A 2008 McKinsey study of over 1900 large enterprises around the world found that only 28% were applying at […]
Although you wouldn’t know it from the 50 degree weather we have had the last three days, it is spring in Boston, which means my 9 year old son is playing baseball again. Helping coach his little league team reminded me of the leadership model we developed at the Loyalty Group that others have found […]
Net: On a recent day trip to Toronto which could have been “travel hell,” several USAir and Air Canada employees worked together to get me there and back painlessly. Air Canada’s Connie Hughes went the extra mile to help me look for a lost Kindle. These businesses should make it easy to tell their CEO’s […]