Good Reads: Catch Up On Loyalty Industry Reads

Posted by tom on July 30, 2012 under Brand Loyalty, General News | Be the First to Comment

Below are some interesting articles and news we came across this month relevant to the industry. We hope you enjoy!

The National Retail Federation announced it’s latest forecast for back-to-school shopping this year. The average family will spend $688.62 on supplies, clothes, and other school materials, up from $603.63 last year. Total spending for back-to-school season is expected to top $30.3 billion.

In this Chief Marketer article, the three ‘R’s of loyalty are examined – reward, recognition, and relevance, which is argued to be the most important at this stage of customer loyalty practices. Steps for improving current loyalty programs are also featured.

A negative customer experience can be ignored, or embraced with the hopes of turning it into a loyalty building opportunity. In this article in The Globe and Mail the author looks at steps a company can take to embrace a customer complaint and use it to gain customer appreciation and loyalty.

Lastly, our very own director of project management, George Ogata, wrote a piece for Computerworld on how companies can utilize the agile framework Scrum to avoid many of the project management problems that plague companies today.