QVIews

Such superfluous references to the past are known as skeuomorphs (from the Greek words for tool and form), and Apple’s fondness for them on the iPad has provoked criticism from some designers. via www.nytimes.com Speaking as an innovator, anything that helps us gain acceptance is valuable. Not that there can't be too much of a…

In the midst of the Egyptian revolution, I realized that many of us in the West—and I include myself squarely in this—act under the assumption that progress in digital democracy would come here first, because our technology and our democracies are more advanced. Then it became clear to me that such advances would come instead…

I actually have no trouble with the idea of delighting customers. But I'm concerned about companies that take 'delight' as a goal.  Mediapost Marketing Daily: Loyalty Now Hinges on 'Delight,' 2011-Feb-7, by Karlene Lukovtiz Today, the brands across all categories that are knocking the ball out of the park when it comes to customer engagement…

The most effective business web sites of the future must integrate customer data, and that means more than personalized landing pages and tracking visitors. The off-site data you collect must be fed into your web site. Unfortunately, few of the current small business web sites have this capability. I predict the next big wave of…

In preparation for updating my resume, I've been trying to sketch the story of my professional career. Here's what I've come up with so far. Comments are welcome. Read as PDF: Download Tq-110125-mystory.   

When I told someone that I design loyalty programs last weekend, they replied, 'So do you do offers or newsletters?' My response is that I provide what the audience wants. Although evidence abounds that the audience wants offers, the question remains 'How will we communicate these offers?' The only way to make the offers relevant is…

I recently discovered the work of Adrian Ott (The 24-Hour Customer), who focuses on how marketers should adjust to time-starved markets. Her Fast Company blog post adds a valuable perspective to generating loyalty today.  Information overload continues to escalate. To cope, people seek ways to minimize demands on their attention. Rather than getting louder and…

I've worked many marketing jobs over the years, but I've never had the opportunity to do what I do best, which is developing more loyal customers.  So this morning I ran across an article by one of my favorite authors, Bill Duggan of Columbia University. He recommends making a matrix of possible solutions and sources…