Improve Customer Loyalty

I recently sat down with guest speaker, Forrester’s Emily Collins, to discuss digital engagement in a post-COVID world. As lifestyle shifts, such as staying at home, impact buyer mindsets,... ...Read more

Retail brands develop loyalty programs to get customers to do more of something. Buy more often. Visit more frequently. Put more in your shopping cart. They are trying to... ...Read more

Achieving consumer loyalty on-demand was difficult even before the pandemic hit, but now many brands need to get creative about how they retain customers. Despite the high levels of... ...Read more

In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one might assume the guest experience should take a backseat to financial imperatives. But in... ...Read more

As the choice of streaming services increases for consumers, media companies are asking themselves: what else can they do to build stickiness into the subscriber relationship? I recently spoke... ...Read more

Employee experience has been upended by COVID. At the start of the pandemic, organizations were forced to fast-track flexible work arrangements, and many made rapid adjustments to employee experience... ...Read more

Fueled by Disney’s image and impressive content catalogue, Disney+ has made a huge debut. Within 6 months of launch, Disney+ reported 54.5 million subscribers. While the growth can be... ...Read more

When billions of people across the globe were quarantined due to COVID-19, consumers embraced subscription services of all kinds, from replenishment services and food delivery to retail boxes and... ...Read more

Consumerism is rapidly becoming a driving force in healthcare. According to one survey, consumerism was second only to industry consolidation as most top of mind for healthcare professionals. While... ...Read more

Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. By one metric—retention rate—the retailer’s program was still successful. But... ...Read more