Inventing the Future of Loyalty...
What We're Thinking
Oct
2026
Is emotional loyalty dead?
Pundits and prognosticators love to declare something-or-other dead. Like reading, or radio, conversation, or sex. Luckily for us, they’re usually...
Sep
2026
The superpower that is brand trust
It won’t surprise you to hear that we love loyalty programs. When done well, they can retain your customers (especially...
Sep
2026
It takes three to tango
There’s been an interesting trend in the news lately. Franchisees are raising their voices about how loyalty programs impact the...
Sep
2026
Bots need humans to convince them to trust bots
We noticed that Waymo is recruiting for an Engagement Manager, and couldn’t help thinking that might be kind of ironic:...
Jun
2026
You’re welcome!
A mentor of mine used to talk about the value of “the unencumbered thank-you” in maintaining customer relationships. Think about...
Jun
2026
Doubling down
I want to share a few observations about current happenings in the customer loyalty world. From banking, to fast food,...