Stellar Loyalty Blog-Mobile Mindset

Want to Be a Customer Experience Leader Like Starbucks? Reset Your Mobile Mindset.

A recent report in MobileInsider noted that, despite the heaps of evidence supporting the power of mobile as a platform for reaching and engaging consumers, Forrester analyst Thomas Hussan predicts the vast majority of brands will be under investing in mobile this year. So what gives?

Stellar Loyalty Blog-Legacy Loyalty

Is Your Legacy Loyalty System Doing More Harm Than Good?

I was recently at a CRM user conference and noted down the key pain points identified by retailers.  As you might expect, mobile topped the list, representing the most disruptive and transformative opportunity.  At the same time, retailers stated they are still struggling with how to capture an accurate 360 view of their customers because “data resides all over the place.”

Stellar Loyalty Blog-He Says-She Says

Loyalty Redefined: He says Loyalty, She says Engagement, We say Experience

Is loyalty an outdated notion? Is it passé?

There has been considerable debate on this topic. In fact some even go so far as to say today’s consumers are incapable of being loyal. Empowered by a plethora of choice, emboldened by immediate price comparisons and user ratings, today’s consumers hunt for the best deal, with little affinity to a brand.

From “Spray and Pray” to “Know and Grow”

Traditional advertising has been under fire for some time. The Wall Street Journal writes that “TV Ad Sales [is] on Shaky Ground”. The article “Spray and Pray: Why Does Anyone Still Buy Advertising?” points out that traditional advertising is spray and pray, where the best you can do is post-fact correlation.

Stellar Loyalty Blog-Top 5 Money 20-20 Observations

Top 5 Observations for Money 20/20

I’ve just returned from the Money 20/20 conference located at the Aria in Las Vegas this year. It was a fantastic conference with over 7500 attendees and over 62% of the attendees were VP or above. The sessions covered virtual currencies, mostly centered around Bitcoin, loyalty, mobility and governance. I’d like to share my top 5 observations from the conference.

Stellar Loyalty Blog-Chief Journey Officer

The CMO is now the new Chief Journey Officer

I’m fresh off of another exciting Dreamforce in 2014. It’s now my sixth straight Dreamforce in a row and I have to say, apart from crowd management, it was the best Dreamforce I’ve attended to date. The announcement of’s Analytics Cloud, called Wave, was the logical next step for the company. But even more exciting was Scott McCorkle’s keynote around Marketing Cloud and the emphasis on Journey Builder.