Big news for some, old news for others: your current employees can be your best or worst nightmare when it comes time to recruit newbies to your firm or to evaluate customer satisfaction. With the…

In today’s consumer driven and increasingly digital marketing world, crafting an innovative and proactive customer experience is utterly necessary for long term success. We know, we’ve said that a million times now. But innovation in…

My older brother, a head of sales and marketing in the hospitality business taught me long ago, particularly with consumer products: You’re always selling your product and serving potential or actual customers…with every conversation you…

At the first annual Next Generation Customer Experience event held in 2011, the company everyone was talking about was Godiva. Why? Because they gave out tons of chocolate! Duh. But why did Godiva do that?…

by Andy Althauser Special to the eTail Blog Retail loyalty programs have been around a long time. Consumers buy, earn points and redeem them for future discounts – we all know the drill. Such reward…