Net: One of the most important roles of leaders and managers is to “look for people doing things right and tell them.” Like most companies, The Loyalty Group (now the LoyaltyOne division of Alliance Data) had Operating Principles. Ours were: Work together Be at cause Respect & challenge each other Teach & learn Have fun […]
https://collaborationevangelist.com/wp-content/uploads/2017/12/feature-image.png380840Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2017-12-16 18:48:082017-12-16 18:48:08The Most Important Leadership Book I Have Read (and the shortest blog post!)
My brilliant friend Morra Aarons-Mele, creator of the podcast “Hiding in the Bathroom” and author of a book by the same name subtitled “An Introvert’s Roadmap to Getting Out There (When You Would Rather Stay Home),” recently posted the poignant question “How do you stop obsessing over a f-up?” on Facebook. I responded to her […]
https://collaborationevangelist.com/wp-content/uploads/2017/09/17345-i-screwed-up.jpg320550Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2017-09-15 19:46:122017-09-16 00:01:07Leading by f*ing up
Net: A Year Up student recently asked me if I had any favorite any motivational words or slogans. I told her about the 4 T-shirts we wore at Sports Loyalty International: Carpe Diem; Never, Ever Quit, No Regrets & Breakthrough. After speaking with her, I realized they applied to my current role at Year Up […]
https://collaborationevangelist.com/wp-content/uploads/2017/06/zuckerberg26f-1-web-2.jpg752750Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2017-06-17 13:50:362017-06-27 17:22:324 T-Shirts in the Entrepreneur’s Closet
Net: Coalition loyalty programs are among the most successful and fastest growing businesses created over the past 25 years, with flourishing coalition programs currently operating in many countries around the world. The one glaring exception – the U.S. market. Why? It certainly isn’t for lack of trying. Over $1 billion has been lost by companies […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/afghan705x.jpeg705940Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2015-03-22 12:32:322017-04-21 18:18:27Is the U.S. coalition loyalty’s Afghanistan? Overcoming the challenges of the U.S. market.
Summary: While the Starbucks App is cool and makes buying coffee and food quick and easy without dealing with cash, credit or debit cards, the company appears to have developed the app without fully considering the impact on their employees. The app doesn’t offer users the option to tip baristas when making a purchase. […]
https://collaborationevangelist.com/wp-content/uploads/2012/12/starbucks.jpeg139299Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2012-12-26 20:51:572017-04-21 18:18:49Note to Starbucks CEO: Don’t use technology (or loyalty programs) to demotivate your employees
Net: Coalition loyalty programs are among the most successful and fastest growing businesses created over the past 25 years, with flourishing coalition programs currently operating in many countries around the world. The one glaring exception – the U.S. market. Why? It certainly isn’t for lack of trying. Over $1 billion has been lost by companies […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2012-10-22 09:22:042012-10-22 09:22:04Is the U.S. coalition loyalty’s Afghanistan? Overcoming the challenges of the U.S. market.
When two former Bain consultants and one recently minted Harvard MBA started AIR MILES Canada, we knew a lot about the economics of customer loyalty and how to quickly understand and model the profit drivers of almost any business. We also knew almost nothing about database marketing other than a few buzzwords one of us […]
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 […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2011-03-21 12:25:012017-03-31 22:05:43The 6 A’s of Coalition Loyalty Success & The Virtuous Cycle of Profitability
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 […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2009-09-21 15:27:082017-04-19 16:22:49Dear Ace Tickets: Is the customer always right or are you never wrong? Pick one.
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?
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2009-07-08 11:52:042017-03-31 17:43:00Hotels.com uses Web 2.0, great service and rewards to score a Collaboration Evangelist trifecta
Net: Despite the fact that user generated ratings and reviews have been a mainstay of the internet since at least 1999, many large businesses fail to provide an easy way for customers to provide feedback and do not monitor and respond to customer comments on the Web. I recently experienced this first hand from the […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2009-05-26 00:25:472009-05-26 00:25:47Customer service disaster non-recovery; Kimpton’s Hotel Monaco doesn’t get Web 2.0, earns first CHU “Un-recommends”
At one of my final annual all-company meetings as CEO of The Loyalty Group, I showed three clips of Michael Jordan, one of my all time sports heroes. The MJ trait I loved most was his tremendous work ethic. He was truly one of the most gifted athletes of all times, but he was also […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2008-12-24 23:20:452008-12-24 23:20:45A Christmas Eve shout out to two dedicated, empowered employees putting customers first
My first job out of business school was with Bain & Company consulting. I spent six years at Bain and during that period and my longest non-travel period was two weeks. One of the first things I did after starting at Bain was to join every frequent flyer program and several hotel rewards programs. Although […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2008-11-11 09:27:082017-03-31 22:06:51Don’t abuse your best customers Part II: Hertz #1 Club Case Study
I have a love-hate relationship with Amazon. Love their product selection, user reviews and especially the ease and price savings of Amazon Prime. Hate the fact that for some reason Amazon refuses to use the data they have about their own customers in the most simplistic “pre-web 1.0” ways. We wrote about this in the […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2008-11-11 00:15:582008-11-11 00:15:58Don’t abuse your best customers Part I: Amazon Case Study
I have been an IBM ThinkPad customer since 1991, about the year they starting making them, but the extremely poor customer service I experienced from Lenovo regarding my X61 Tablet forced me to look at other manufacturers. Although I have never been a fan of Dell laptops, I was attracted to the ads for the […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2008-10-28 15:52:482008-10-28 15:52:48Case Study: Another Dell misfire demonstrates why Web 2.0 and customer service must be linked
When 2 former Bain consultants and one recently minted Harvard MBA started AIR MILES Canada, we knew a lot about the economics of customer loyalty and how to quickly understand and model the profit drivers of almost any business. We also knew almost nothing about database marketing other than a few buzzwords one of us […]
https://collaborationevangelist.com/wp-content/uploads/2017/03/080824-London-Eye-1.jpg4861200Craighttps://collaborationevangelist.com/wp-content/uploads/2017/05/full-width-logo.pngCraig2008-05-09 11:12:162008-05-09 11:12:16Facebook, Amazon and the 4R’s of relationship marketing
The Most Important Leadership Book I Have Read (and the shortest blog post!)
/in CHU Recommends, Collaboration, Leadership, Loyalty, Personal, Year Up/by CraigNet: One of the most important roles of leaders and managers is to “look for people doing things right and tell them.” Like most companies, The Loyalty Group (now the LoyaltyOne division of Alliance Data) had Operating Principles. Ours were: Work together Be at cause Respect & challenge each other Teach & learn Have fun […]
Leading by f*ing up
/in CHU Recommends, Leadership, Loyalty, Personal/by CraigMy brilliant friend Morra Aarons-Mele, creator of the podcast “Hiding in the Bathroom” and author of a book by the same name subtitled “An Introvert’s Roadmap to Getting Out There (When You Would Rather Stay Home),” recently posted the poignant question “How do you stop obsessing over a f-up?” on Facebook. I responded to her […]
4 T-Shirts in the Entrepreneur’s Closet
/in Collaboration, GE, Leadership, Loyalty, Uncategorized, Year Up/by CraigNet: A Year Up student recently asked me if I had any favorite any motivational words or slogans. I told her about the 4 T-shirts we wore at Sports Loyalty International: Carpe Diem; Never, Ever Quit, No Regrets & Breakthrough. After speaking with her, I realized they applied to my current role at Year Up […]
Is the U.S. coalition loyalty’s Afghanistan? Overcoming the challenges of the U.S. market.
/in Loyalty/by CraigNet: Coalition loyalty programs are among the most successful and fastest growing businesses created over the past 25 years, with flourishing coalition programs currently operating in many countries around the world. The one glaring exception – the U.S. market. Why? It certainly isn’t for lack of trying. Over $1 billion has been lost by companies […]
Note to Starbucks CEO: Don’t use technology (or loyalty programs) to demotivate your employees
/in Collaboration, Customer Service, Loyalty, Technology/by CraigSummary: While the Starbucks App is cool and makes buying coffee and food quick and easy without dealing with cash, credit or debit cards, the company appears to have developed the app without fully considering the impact on their employees. The app doesn’t offer users the option to tip baristas when making a purchase. […]
Is the U.S. coalition loyalty’s Afghanistan? Overcoming the challenges of the U.S. market.
/in Collaboration, Loyalty/by CraigNet: Coalition loyalty programs are among the most successful and fastest growing businesses created over the past 25 years, with flourishing coalition programs currently operating in many countries around the world. The one glaring exception – the U.S. market. Why? It certainly isn’t for lack of trying. Over $1 billion has been lost by companies […]
The 4 R’s
/in Feature, Loyalty/by CraigWhen two former Bain consultants and one recently minted Harvard MBA started AIR MILES Canada, we knew a lot about the economics of customer loyalty and how to quickly understand and model the profit drivers of almost any business. We also knew almost nothing about database marketing other than a few buzzwords one of us […]
The 6 A’s of Coalition Loyalty Success & The Virtuous Cycle of Profitability
/in Loyalty, Uncategorized/by CraigThe 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 […]
Dear Ace Tickets: Is the customer always right or are you never wrong? Pick one.
/in Customer Service, Loyalty/by CraigNet: 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 […]
Hotels.com uses Web 2.0, great service and rewards to score a Collaboration Evangelist trifecta
/in CHU Recommends, Customer Service, Loyalty, Technology/by CraigNet: 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?
Customer service disaster non-recovery; Kimpton’s Hotel Monaco doesn’t get Web 2.0, earns first CHU “Un-recommends”
/in CHU Recommends, Customer Service, Loyalty, Technology/by CraigNet: Despite the fact that user generated ratings and reviews have been a mainstay of the internet since at least 1999, many large businesses fail to provide an easy way for customers to provide feedback and do not monitor and respond to customer comments on the Web. I recently experienced this first hand from the […]
A Christmas Eve shout out to two dedicated, empowered employees putting customers first
/in Customer Service, Loyalty/by CraigAt one of my final annual all-company meetings as CEO of The Loyalty Group, I showed three clips of Michael Jordan, one of my all time sports heroes. The MJ trait I loved most was his tremendous work ethic. He was truly one of the most gifted athletes of all times, but he was also […]
Don’t abuse your best customers Part II: Hertz #1 Club Case Study
/in Customer Service, Loyalty, Uncategorized/by CraigMy first job out of business school was with Bain & Company consulting. I spent six years at Bain and during that period and my longest non-travel period was two weeks. One of the first things I did after starting at Bain was to join every frequent flyer program and several hotel rewards programs. Although […]
Don’t abuse your best customers Part I: Amazon Case Study
/in Customer Service, Loyalty/by CraigI have a love-hate relationship with Amazon. Love their product selection, user reviews and especially the ease and price savings of Amazon Prime. Hate the fact that for some reason Amazon refuses to use the data they have about their own customers in the most simplistic “pre-web 1.0” ways. We wrote about this in the […]
Case Study: Another Dell misfire demonstrates why Web 2.0 and customer service must be linked
/in Customer Service, Loyalty, Technology/by CraigI have been an IBM ThinkPad customer since 1991, about the year they starting making them, but the extremely poor customer service I experienced from Lenovo regarding my X61 Tablet forced me to look at other manufacturers. Although I have never been a fan of Dell laptops, I was attracted to the ads for the […]
Facebook, Amazon and the 4R’s of relationship marketing
/in Collaboration, Customer Service, Loyalty, Technology/by CraigWhen 2 former Bain consultants and one recently minted Harvard MBA started AIR MILES Canada, we knew a lot about the economics of customer loyalty and how to quickly understand and model the profit drivers of almost any business. We also knew almost nothing about database marketing other than a few buzzwords one of us […]