Strategy and Design

Ten guiding principles for a better customer experience

Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are... ...Read more

Achievable digital selling strategies post-pandemic: Empower your sellers

The Empowered Buyer is not the same person from a year or two ago. Regardless of the product or service being sold, buyers now expect seamless orchestration throughout their... ...Read more

Loyalty in digital banking: A generational approach

Driven by the pandemic, banks have pivoted their physical solutions to digital to serve financially stressed customers faced with record-setting unemployment and stock market concerns. Some banks have been... ...Read more

How evolving data privacy regulations are impacting marketers

The beginning of 2021 has kicked off a flurry of proactive measures that big brands like Apple and Google are taking to address evolving consumer data privacy regulations. The... ...Read more

What should consumer technology companies learn from traditional loyalty?

Consumer technology companies focus on building great products as their primary loyalty strategy, relying on an “if you build it, they will come” mentality. But for many companies, this... ...Read more

Loyalty in tech: How customer communities drive long-term engagement

Brand-offered communities have become a staple in the tech world, something most companies take for granted. In their most basic form, consumer tech communities act as a support hub,... ...Read more

Personalization in financial services: An imperative to stay relevant

With the blurring lines between the retail, fintech, and banking industries, customers are left wondering why personalization in financial services, for lack of a better word, sucks. Banks are... ...Read more

Building patient trust and establishing care in the age of telemedicine

Over the past year, the Covid-19 pandemic has rapidly accelerated patient and provider adoption of virtual care visits. With coronavirus raging across the globe and over half of American... ...Read more

Live panel recap: Loyalty analytics

The metrics that matter in the customer journey How do you quantify emotional loyalty? I recently moderated a live panel of PK loyalty and analytics experts to answer that... ...Read more

Five bank customer loyalty strategies to avoid

When we think of bank customer loyalty, we think of rewards programs. These programs are usually associated with credit cards, and a few encompass multiple bank products. The latter... ...Read more