Customer Strategy Network News and Blog

InMoment and MaritzCX join forces

With the aim of further building their position in sectors such as automotive, financial services, hospitality and retail, while also expanding their reach throughout the Americas, Europe and Asia, customer experience firms InMoment and MaritzCX have entered into an...

Technological business disruption will be getting faster

Digital disruption will accelerate, AI will go mainstream and the customer will take center stage in the 2020s as a new wave of technology innovation transforms workflows, value chains and entire industries. New technologies will collapse industry boundaries, wiping...

Who are your most engaged members?

If you are an established retailer planning to launch a new or improved loyalty program, you can bank on the fact that your most engaged and most valuable customers will join first and in the largest numbers. Enrolments peak early and then taper off as high value...

The impact of customer life events on brand switching

Ellipsis turned 5 in 2019; this 'company life event' prompted us to be more introspective than we would normally be. We feel grateful and a little lucky as the Small Business Association says 50% of businesses fail during their first five years and 66% during their...

Study warns of gap between consumer ‘wants’ and SMEs

Visa's 'Digital Transformations of Small and Medium Size Businesses: The Future of Commerce' report has provided a timely look at the opportunities and challenges that Canadian SME owners face in an increasingly digital world, and explores ways they can capture...

Millennials are driving the most retail growth

The death of retail has been greatly exaggerated... as evidenced by TD Bank's 'Retail Experience Index' - a biannual survey that tracks consumers' purchasing habits, focusing on big-ticket items of US$500 or more. This article is copyright 2020 The Best Customer...

What is Loyalty?

From the perspective of any business, customer loyalty may be defined as their efforts to: identify, maintain & increase the yield from best customers & best potential customers through long term, interactive, value added relationships. As consumers, however,...

Let’s Talk Loyalty

Running a loyalty programme can be challenging in many ways – with so many internal stakeholders and members to manage. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns....

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