Strategy and Design

Innovation Interview: The pandemic’s effect on media

Did the COVID-19 pandemic change the media and entertainment industry, or did it accelerate a trend that was already taking place? For my latest Innovation Interview, I spoke with... ...Read more

Loyalty space today: Q&A with Forrester’s Emily Collins

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

Guest journey mapping: A crucial tool to adapt your guest experience

Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is the worst-case... ...Read more

Patient loyalty: What healthcare can learn from retail

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

The case for DTC: Keys to success and principles for growth

In past posts, we’ve covered the history of direct to consumer (DTC) sales, and made the case for why brands that sell through more traditional retail channels should go... ...Read more

Webinar recap: Loyalty on-demand

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

How brands are driving personalization across streaming platforms

We all have at least one streaming service subscription we peruse on a regular basis, scrolling to find that next series to binge-watch after a long day at work.... ...Read more

Reinventing the guest experience in hospitality

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

Media interview: How to retain streaming video subscribers

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

The case for DTC brands

In the past decade, DTC brands have shaken up the rules of traditional retail—and to say DTC is continuing to gain momentum is nothing short of a gross understatement.... ...Read more