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Customer-Engagement-Requires-Knowing-Your-Crown

Customer engagement requires knowing your crowd

How well do you know your customers? While most brands would say they know their ideal shopper, how many can break down their customer engagement into finely tuned segments based on analytics? Some can, but too many are still behind the curve when it comes to having the loyalty platform to gather data, visualize and discover patterns of people […]

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Gatekeeper

Internet 3.0 and the rise of the gatekeepers

The Internet is in danger and if 1.0 was its dawning, 2.0 was the creation of apps, 3.0 may go down in history as the rise of the gatekeepers. What has made the Internet so amazingly innovative is its opportunity for all. Anyone, yours truly included, can create a presence, draw attention and find journalistic […]

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Privacy

How much should we really expect privacy?

Derrick Harris wrote up a great piece for GigaOm today, Pondering Privacy, Part 2: Let’s get over ourselves already. In his article, he argues the following: While the work privacy advocates do to highlight the tactics and implications of online data collection is commendable, it’s a little misleading. No, it’s not ideal that companies and […]

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Screen Shot 2013-10-31 at 5.54.59 PM

3 reasons loyalty programs aren’t an option

If you happened to be at TUCON 2013, TIBCO’s user conference, you heard about Turning Customers into Fans from Head of Client Technical Services Wen Miao. In Miao’s words, “It is no longer acceptable to have only a transactional relationship with customers.” He’s absolutely correct. We are in an age where we can use our loyalty platform as the […]

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Masai cell phone user

When another 2 billion join the connected world

We’re in Peru on vacation and enjoyed Machu Picchu just today. What struck us throughout this trip is the level of connectedness, even in the more remote areas of the country. We bought local rail tickets from an iPhone, texted from the Incan ruins and made it back in time to catch the World Series (in […]

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pumpkin

Loyalty marketing and picking pumpkins for Halloween

Would you associate loyalty marketing with Halloween? You will when you finish reading this. When we were kids we headed each October to the local farms to find the perfect pumpkin for Halloween. The biggest constraint was the size of the pumpkin…it was a rule that we had to be able to carry our choice […]

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File photo of Germany's Chancellor Merkel using her mobile phone before a meeting at a European Union summit in Brussels

Snowden told us things we should have already known

Snowden’s stories of a far-reaching NSA shouldn’t come as much of a surprise to anyone working with Big Data. We’re entering a new age and the technology and techniques of the past won’t hold up. Just reading the headlines is all the evidence we need. German Chancellor Angela Merkel’s cell phone was being monitored by […]

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BIRDIE

Customer loyalty is a bird in the hand

We’ve heard the phrase, “A bird in the hand is worth two in the bush,” since childhood. We were being told by wiser adults to value what we have over the things we don’t. Customer engagement has the same lesson at its heart: We can more easily achieve our goals by creating better, more loyal […]

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World Vision

One guy’s summary of TUCON 2013

TIBCO’s TUCON 2013 in Las Vegas wrapped up on Thursday and today, two days later, I’ve had the chance to reflect on what was most interesting. Here are my takeaways: Civilization 3.0 In the opening keynote, CEO Vivek Ranadivé told the audience that we’re entering a new era that he called Civilization 3.0. He broke earlier […]

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Customers into fans

It’s no longer acceptable to have only a transactional relationship with customers

TIBCO Head of Client Technical Services Wen Miao took the stage this week at TUCON 2013 to talk about TIBCO’s focus on Turning Customer Into Fans. Wen started with the following: “Every company has customers. However, in the 21st Century, it is no longer acceptable to have only a transactional relationship with customers. TIBCO wants […]

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Which marketing platforms are here to stay?

Which marketing platforms are here to stay?

The sheer number of marketing applications offered as downloads or services is exploding. Everyone wants in on the real-time marketing game, likely because as the U.S. and the world come out of an extended economic downturn, there are few places more ripe for automation leading to efficiency than how we market and sell goods. What’s more, the […]

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Vivek on stage

Welcome to Civilization 3.0 – TUCON 2013

TIBCO kicked off TUCON 2013 this morning with CEO Vivek Ranadive starting the conversation. He spoke about how the 21st Century is a time of unprecedented change. And much like the 20th Century,which started in 1908 with the automobile and then brought highways and the century of the auto, the 21st Century started late: I […]

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Screen Shot 2013-10-14 at 10.51.08 PM

Where process isn’t a dirty word

I recently attended the Criminal Justice Management event in London and presented a panel discussion on the topic of process efficiency within UK government. The event schedule was quite varied, with subjects on Intelligence Led Policing, Enabling Communication through Interpretation and Translation Services, Improving Performance Management and Boosting Workforce Capability and powered by both process […]

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Close-up of stethoscope on laptop keyboard

Technology, not politicians, will rescue healthcare

Watching the political theater in the US Capitol one has to wonder if there may not be a legislative solution for the American healthcare system. It seems as a country or government that we’re unable to agree on the approach or even on the scale of the problem. But there has to be something more […]

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Do your customers seek you out?

Do your customers seek you out?

How much does customer loyalty bring your business to your stores, site or app versus how often you seek out the customer? If you’re achieving meaningful customer engagement and your loyalty programsare working, the balance will be in your favor. Being Sought We’ve worked hard to help people accidentally find us. Search engine optimization (SEO) is as old […]

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Spider web

Why Customer Experience Management and Why Right Now?

You run a successful business, your customers are primarily repeat offenders, and your marketing department is giving you everything you ask for. Why would you care about doing more around customer engagement and, more importantly, why would you do it right now? These are great questions that customer loyalty marketers should be asking themselves. After all, who […]

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