Tom Nichols, Author, The Death of Expertise
Send us a text Tom Nichols could impress anyone by the fact that he is a five-time Jeopardy! champion, and ranks as one of the best who has played the TV game. Add to it that he is a professor of National Security Affairs at the U.S. Naval War College and an adjunct professor at the Harvard Extension School, and the resume impresses even more. But Nichols says he has had occasions where people have tried to diminish his expertise on several subjects, and in fact have attempted to impress him ...
15 Sep 202025min
Dorothy Dowling, SVP and Chief Marketing Officer, Best Western
Send us a text Best Western® Hotels and Resorts launched its SureStay Hotel Group® just four years ago, but the brand was named No. 1 in the economy segment in the J.D. Power 2020 North America Hotel Guest Satisfaction Study. SureStay achieved the highest score in the segment across six critical factors including reservations, arrival/departure, guest room, service and amenities, hotel facilities, and cost and fees. Best Western has 18 different brands and approximately 4,700 hotels in ...
10 Sep 202036min
Loyalty Live Session | Sue Frech, Co-Founder and CEO, Vesta
Send us a text Loyalty360's Mark Johnson interviews with Vesta's Sue Frech to discuss customer loyalty/CX trends and the changing industry landscape. A few topics Mark and Sue discuss: What is one brand (or a few) that you think do an exceptional job of creating customer loyalty through a customer community or through VoC and making their customers feel heard? How are brands leveraging communities today and what changes have you seen in how brands interact with their customers ove...
10 Sep 202021min
Loyalty Live Session | Kim Welther and Jeremy Riga, Baesman
Send us a text In this Loyalty Live interview, Kim Welther, VP, and Jeremy Riga, VP of Technology for Baesman and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape. A few of the topics Mark, Kim, and Jeremy discuss include: • How do you define customer loyalty and what does customer loyalty mean to your organization? • What is the biggest challenge or opportunity you see in customer loyalty today? • COVID-19 has had a significant impact o...
8 Sep 202024min
Loyalty Live Session | Clay Walton-House, Managing Director, Integrated Loyalty Solutions, PK
Send us a text In this Loyalty Live interview, Clay Walton-House, Managing Director, Integrated Loyalty Solutions, for PK and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape. A few of the topics Mark and Clay discuss include: How do you define customer loyalty and what does customer loyalty mean to your organization?What is the biggest challenge or opportunity you see in customer loyalty today? COVID-19 has had a significant impact ...
4 Sep 202028min
Loyalty360 Webinar | The 3 Steps to Future-Proof Your Customer Loyalty Strategy
Send us a text How does your loyalty program continue to stay relevant and valuable to consumers as they evolve buying behaviors in this changing landscape? The answer: by implementing a data-led, customer-centric strategy, you’ll find actionable insights using the customer and loyalty data you are collecting today. Join us in this webinar to learn how to leverage data to improve your understanding of customers and use AI and machine learning to optimize personalized marketing offers. Learn ...
28 Aug 202048min
Lisa Erickson, Senior Director of CRM and Loyalty, Sleep Number
Send us a text While Sleep Number’s mission to help everyone in the world sleep better may seem like a dream, it is anything but. In fact, the company doesn’t think of itself as just a mattress retailer, but a health and wellness company, since sleep is as important to one’s health as diet and exercise. “Over the last 10 years or so, we have become a strong innovation company,” says Lisa Erickson, senior director of CRM and Loyalty at Sleep Number. “We offer the only bed where all you h...
26 Aug 202020min
Mats Winter, Director of Product, Air Canada
Send us a text After decades of taking the brunt of consumer complaints, air travel in North America reached a record high in satisfaction surveys in 2019. J.D. Power says traveler’s satisfaction with their flying experience hit a record in 2018, and yet jumped even further in 2019. The survey says newer planes, better ticket value and improved customer touchpoints have made flying a much better experience than ever before, and airlines such as Air Canada are working harder to improve on the...
25 Aug 202025min
