Posted by Kendra Lusty on Sep 19, 2019 9:39:19 AM

Last week, we discussed the importance of a great onboarding effort in the article “What is Onboarding? The Next Critical Step in Your Loyalty Program.” And now in the article below we’ll show you some techniques for making your onboarding efforts great. As a Cub Scout leader, I recently coached a group of 8-year-old b...

Posted by Kendra Lusty on Sep 10, 2019 8:26:55 AM

Congratulations! You’ve attracted yourself a new member and you’re bound to be best friends forever, right? The reality, unfortunately, is that most members won’t stick with you beyond the first week, and even more will disappear by the end of a month.  Those who stick around for the long haul are your loyal members an...

Posted by Kendra Lusty on Jul 18, 2019 10:07:28 AM

I live in a small town and our only shoe store, Payless Shoes, recently went out of business. And while their liquidation sales were awesome – $2 per pair boys dress shoes? I bought one in every size! – now what? Between my elementary-aged kids’ ever changing shoe sizes, and my inability to be comfortable in anything m...

Posted by Emily Hayes on Jan 30, 2018 8:42:00 AM

For every action, there’s an equal and opposite reaction. For instance, it was fun eating the Halloween candy you should’ve been handing out to trick-or-treaters. But, a rumbly tummy and eggs all over your house are natural parts of the reaction. Among those of us in Customer Success and customer loyalty, the same thin...

Posted by Emily Hayes on Oct 10, 2017 8:33:00 AM

Access has always been very good at customer relationships. We wouldn’t have experienced steady, uninterrupted growth for 30+ years if we didn’t have a good product and track record with clients. We retain about 98% of our clients annually, and have an NPS score that rivals the best companies in the world, not just our...

Posted by Emily Hayes on Jul 11, 2017 8:21:00 AM

Sometimes change stinks. New Coke. When the "Most Interesting Man in the World" turned into one that was just "Sort of Interesting." That one time a major retailer dared to change their logo. We often can't handle change. Why can't things just work as they are right now? Welcome to the world of an executive. To these f...