All posts by Bill Brohaugh

Title	Type	Date	Views	Comments	Categories
Shouting is Not Dialogue	Blog	2012-04-12	456	0	Digital Marketing, Social Business, Customer Loyalty
Checking Out Self-Checkout: Is It Checking Itself Out, As Well?	Blog	2012-04-03	545	0	Customer Experience, Customer Loyalty
The Power of Sharing - Well, Sort Of	Blog	2012-03-26	303	0	Customer Loyalty
The COLLOQUY I-Network - The Cause Is the Catalyst	Blog	2012-03-21	313	0	Customer Loyalty
Establishing customer relevance keeps us on our toes - and our customers’ toes, too	Blog	2012-03-19	439	0	Customer Experience, Customer Loyalty
Loyalty Fun for the Whole Family, Complete with Face Painting	Blog	2012-03-08	358	0	Customer Loyalty
Putting the Cart Before the Hoarse	Blog	2012-02-29	520	0	Customer Experience, Customer Loyalty, Retail Sales
The Battle Against Loyalty Program Myths	Blog	2012-02-21	394	0	Customer Loyalty
Miles Hidden in your Gift Card? Thoughts on the MileagePlus Gift Card Exchange program	Blog	2012-02-20	531	0	Customer Loyalty
They Keep Forcing Us to Use This Headline	Blog	2012-02-13	501	0	Customer Loyalty
Fear Factor, Frequent-Flyer Edition	Blog	2012-02-10	557	0	Customer Loyalty
Spirit's "DOT Unintended Consequences Fee": Inspiring More Unintended Consequences Than Envisioned?	Blog	2012-02-08	608	0	Customer Loyalty
Bacon Beckons, in a Whole New Way	Blog	2012-02-03	780	1	Customer Loyalty
Freedom: Perhaps the Ultimate Aspirational Reward	Blog	2012-02-01	604	0	Customer Loyalty
The experiential differential: Loyalty at 180 miles per hour	Blog	2012-01-09	682	0	Customer Loyalty
Building loyalty by encouraging disloyalty?	Blog	2011-11-04	967	0	Customer Loyalty
The loyalty device race takes to public transport	Blog	2011-10-28	833	0	Customer Loyalty, Innovation
Front-line body-language training: Deepening the understanding of the customer say-do gap?	Blog	2011-10-17	1,052	0	Customer Experience, Customer Loyalty, Transportation / Travel / Leisure
Lessons From Netflix: Mopping up with Bounty, the Qwikster Flixter-Upper	Blog	2011-10-11	857	0	Social Business, Customer Loyalty
What’s in a loyalty program name? Perhaps a new hotel name.	Blog	2011-09-27	855	0	Customer Experience, Customer Loyalty
Customer Privacy, and a Viral Campaign Gone Wild	Blog	2011-09-19	748	0	Customer Loyalty
We hope not at the same moment: “Virgin America & Hertz Offer Elevate Program Members Deals On the Road and at 35,000 Feet”	Blog	2011-08-26	873	0	Digital Marketing
Beware the danger of treating newly-acquired customers better than your already-loyal customers	Blog	2011-08-24	1,179	1	Customer Experience, Customer Loyalty
The historical bond of social media and loyalty programs	Blog	2011-08-21	1,161	0	Social Business, Customer Loyalty
Making services more accessible to loyalty program members: a healthy approach	Blog	2011-08-12	1,223	0	Customer Loyalty, Hospitality / Entertainment
Recent studies in the concept of Total Relationship Banking	Blog	2011-08-02	954	0	Customer Loyalty, Financial Services
The mobile wallet and the device race, international style	Blog	2011-07-27	971	0	Enterprise Technology, Innovation
CVS/pharmacy puts redemption promotion front and center	Blog	2011-07-25	1,032	0	Customer Loyalty
Loyalty marketers can help consumers plan for their planning	Blog	2011-07-21	1,169	0	Digital Marketing, Customer Loyalty
Tesco trials the Clubcard approach in U.S. Fresh & Easy stores	Blog	2011-07-18	866	0	Customer Loyalty, Retail Sales
Personalizing best-customer rewards with gusto	Blog	2011-07-11	1,176	0	Customer Loyalty
Despite exploding social networking, customers still want to talk directly to you	Blog	2011-06-24	1,139	0	Social Business, Voice of Customer, Customer Loyalty
Google’s artistic lessons in gamification marketing	Blog	2011-06-09	1,234	0	Digital Marketing
Mobile marketers prioritize customer relationships, but measurement needs alignment	Blog	2011-06-03	1,352	0	Customer Loyalty
All hands on deck: taking experiential awards a step further	Blog	2011-05-26	1,110	0	Customer Loyalty
The “Undercover Boss” should also play the role of customer	Blog	2011-05-11	918	0	Customer Experience, Customer Loyalty
How GameStop deploys elements of Enterprise Loyalty	Blog	2011-03-29	775	0	Customer Loyalty
The power of the experiential reward	Blog	2011-03-25	1,386	0	Customer Experience, Customer Loyalty
The Regions reaction to the Durbin Amendment	Blog	2011-03-03	1,260	0	Customer Loyalty
Double-down? How about quintuple-down?	Blog	2011-02-17	877	0	Customer Loyalty, Hospitality / Entertainment, Transportation / Travel / Leisure
The power of card rewards	Blog	2011-02-09	1,065	0	Customer Loyalty, Financial Services
Moo. Mauve. Moo.	Blog	2011-01-13	1,469	0	Leadership, Customer Strategy, Technology Implementation
The game is afoot	Blog	2010-12-14	1,018	0	Customer Loyalty
The Consumer Power of Ten	Blog	2010-11-11	1,028	0	Customer Loyalty
Straight talk	Blog	2010-10-28	1,121	0	Service and Support
Dead to rights	Blog	2010-08-20	1,191	0	Customer Loyalty
Exit Strategies for a Fizzled Impression	Blog	2010-08-11	1,273	0	Leadership, Innovation
Simplify Simplify Simplify	Blog	2010-08-02	1,167	0	Service and Support, Customer Experience
Creature of Habit	Blog	2010-07-26	1,569	0	Leadership, Service and Support, Customer Experience, Voice of Customer, Customer Loyalty
Qantifiable benefit	Blog	2010-07-22	1,210	0	Service and Support, Innovation
O yeah?	Blog	2010-07-21	2,550	0	Digital Marketing
Luxury has gone to your head	Blog	2010-07-09	1,588	0	Service and Support, Customer Experience, Customer Loyalty
Don’t let the points burn a hole in your pocket	Blog	2010-06-25	1,292	0	Customer Loyalty
Kitchen coalition	Blog	2010-06-18	1,061	0	Customer Experience, Customer Loyalty
Savings and goal orientation	Blog	2010-06-16	1,076	0	Retail Sales
The Search for Program Clarity	Blog	2010-06-11	1,134	0	Customer Loyalty
Isn’t the sound of turning a magazine page kind of like the sound of a gentle wave splashing on a beach?	Blog	2010-06-11	1,090	0	Customer Experience, Customer Loyalty, Hospitality / Entertainment, Printing and Publishing, Transportation / Travel / Leisure
While I still have your attention	Blog	2010-06-04	949	0	Digital Marketing
Free Association	Blog	2010-06-04	1,290	0	Sales Performance, Service and Support, Voice of Customer, Customer Loyalty, Performance Management, Retail Sales
While I have your attention . . .	Blog	2010-05-27	1,169	0	Service and Support, Customer Experience
Odds and Ends	Blog	2010-05-21	4,811	0	Large Enterprise, Midsize Business, Social Business, Small Business, Transportation / Travel / Leisure
Trendwatchingwatching	Blog	2010-05-05	966	0	Customer Loyalty
The West of the story	Blog	2010-05-04	1,045	0	Customer Loyalty
After the Rains	Blog	2010-05-04	1,366	0	Advertising / Media / Public Relations, Large Enterprise, Leadership, Midsize Business, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Customer Strategy
Brand championships	Blog	2010-04-29	1,084	0	Customer Loyalty
Is this pizza pie sliced . . . or segmented?	Blog	2010-04-27	1,009	0	Customer Loyalty
Na’vi newbies	Blog	2010-04-23	1,016	0	Customer Loyalty
Red Light, Green Light	Blog	2010-04-22	998	0	Customer Loyalty
Not Coming Soon to a TV Near You: FSI: Pittsburgh	Blog	2010-04-20	1,473	0	Advertising / Media / Public Relations, Large Enterprise, Midsize Business, Business / Legal Services, Customer Experience, Small Business, Government / Public Sector, Innovation
A Is For Accounting	Blog	2010-03-24	1,514	0	Advertising / Media / Public Relations, Service and Support, Social Business, Business / Legal Services, Customer Experience, Voice of Customer, Customer Loyalty, Transportation / Travel / Leisure
Easy Does It	Blog	2010-03-10	2,070	1	Advertising / Media / Public Relations, Large Enterprise, Customer Loyalty, Performance Metrics, Retail Sales
Great Expectations: Communications Can't Take the Expected for Granted	Blog	2010-02-17	1,260	0	Advertising / Media / Public Relations, Customer Experience, Customer Loyalty

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.