Customer Journey

PARIS, FR–Clarins, the iconic family-owned global cosmetics group has launched its mobile app in partnership with long-standing digital partner Merkle, marking a new step forward in its direct-to-consumer acceleration. Following a highly successful pilot in the UK, the app is now available in the United States, Canada and Australia, with …

Companies often overestimate the loyalty of their customers, mistakenly believing that repurchase behaviour is an indicator of how they feel about the brand. But true loyalty is born out of a deeply held conviction that the brand cares as much about them as they do about the brand. By Stephen …

Ryan Hamilton is an Associate Professor of Marketing at Emory University and co-author of the book “The Growth Dilemma” By Stephen Shaw For most mature brands today, the growth playbook looks pretty much identical: find potential first-time buyers who look like the customers you already have amongst the pool of …

Interview with Michael Johnson, Marketing Department Chair at the Wisconsin School of Business and the co-author of “Managing the Customer Portfolio”. At the time it just seemed to make common sense. Why spend all this marketing money chasing after new buyers while ignoring the customers you’ve already got? Why not …

MONTREAL, QC–Level, a digital marketing firm backed by private equity sponsor Dubin Clark, announced the acquisition of BAM Strategy, bringing together two category leaders to create a single growth partner built to capture, convert, and keep customers. The combined organization connects performance marketing with loyalty at scale, helping brands drive …

By Richard Schenker As a former dog owner (our late dog, Koby, pictured), I can attest firsthand that pets are often seen as the epitome of loyalty, offering unconditional love and companionship without asking for anything in return. Whether it’s a dog waiting at the door after a long day …

By Richard Schenker The consumer packaged goods (CPG) industry, traditionally known for its vast scale, global reach, and ubiquity in everyday consumers’ lives, has been a late adopter of formal consumer loyalty program strategies. While sectors such as retail, financial services, and travel & hospitality have all operated, marketed, and …

By Richard Schenker When designing a loyalty program, many brands do not afford sufficient priority and resources to building a highly impactful Loyalty Lifecycle Marketing Strategy. While in the throes of the development of a loyalty program, brands tend to be overly preoccupied with devising the mechanics of a loyalty …

Accenture Technology Vision 2022: “Metaverse Continuum” Redefining How the World Works, Operates and Interacts NEW YORK, NY–A new report from Accenture reveals that the “Metaverse Continuum,” a spectrum of digitally enhanced worlds, realities and business models, is redefining how the world works, operates and interacts. According to the Accenture Technology …

Toronto, ON–Meridian, Canada’s second largest credit union and largest in Ontario, launches its new brand awareness campaign today, reinforcing the organization’s purpose driven goal of helping its Members build resilience, today and in the future, in every aspect of their lives. “Since inception, Meridian has held true to its core …