C Space

APRIL 18, 2019

The thing about being lost is that you’re usually lost for some time before you know it. I’ve been thinking a lot about strategic inflection points ever since we had Rita Gunther McGrath on the Outside In podcast. Her forthcoming book (slated for September 2019) is all about strategic inflection points.

Apparel 40

Apparel Social Media Entertainment Hospitality 40

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. 10 Customer Success Leaders to Watch in 2022.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

Currency Alliance

DECEMBER 17, 2019

There was a mix of good and bad, for loyalty in 2019. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

NOVEMBER 14, 2019

2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty. There is a growing divide in customer experience delivered by brands whose digital transformations are progressing well, and those being left behind. Some stars are sticks.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

C Space

OCTOBER 7, 2020

“One part of this commitment is shifting our production capabilities to donate hand sanitizer so that election officials and voters throughout the state and rest of the country can take part in a safe election this fall. Stylist Group CEO Ella Dolphin said that Ocado has been a “standout winner for customers at this time”.

Brands 40

Brands Tourism Travel Banking 40

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? Do you feel like it’s good, but it really needs to get great year over year?

Culture 12

Culture Employee Engagement Company Engagement 12

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers. It is with these less-frequent customers that the biggest profits lie.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40