Posted by Kendra Lusty on Jun 25, 2021 9:00:00 AM

Last week, we released the article Superior Customer Service: Your Loyalty Program’s Secret Weapon. In it, we discussed the importance of customer service to any business, but especially to those with loyalty programs, which rely on a positive customer experience to succeed. In part 2 of this series below, we give some...

Posted by Kendra Lusty on May 25, 2021 10:00:00 AM

Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person. I think my record is 18 selections before I got frustrated and pounded 0, which wasn’t listed but thankfully sent me to the operator anyway. I prefer to use a company’s ...

Posted by Brandon Carter on Mar 22, 2016 12:54:30 PM

If you do anything in public, eventually you will encounter a hater. Running for political office. Opening a business. Voicing an opinion. Even something as innocuous as writing about loyalty will bring out people who strongly disagree. Some even get personal about it on occasion. It stinks. No one likes hearing they’r...

Posted by Brandon Carter on May 21, 2014 4:54:00 AM

I had waited weeks to take my wife to the Greek restaurant. It was MY restaurant. I didn't own it or even work there, but I found the small joint tucked away in a typical nondescript strip mall just a mile or so away from our home. The food was out-of-this-world amazing, the service personable and the prices cheap. Per...

Posted by Brandon Carter on Apr 8, 2014 3:05:00 AM

The following is a true story: In a previous life, before my days at Access Development, I consulted with a number of small businesses on marketing strategies. One of my clients was a managed IT firm that focused on end-to-end outsourced technology for small businesses. Exciting stuff, but a very well run business that...

Posted by Brandon Carter on Jan 2, 2014 1:21:00 AM

Try to count the methods companies use to generate customer loyalty, and you'll quickly run out of fingers. And toes. And the fingers and toes of your friends and family. A quick glance at our collection of loyalty statistics shows that companies are attempting a variety of tactics, and customers are lapping it up - if...