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CE + CX = A Winning Formula
Events, Videos

CE + CX = A Winning Formula

November 8, 2020

In October, 2019, Sherif Mityas, TGI Fridays’ Chief Experience Officer, Darshan Gad, Neiman Marcus’ VP of Marketing and Customer Innovation…

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Videos, Words of Wisdom

What makes a Program Successful

October 9, 2018

Hal Brierley shares his insight on making a Customer Loyalty program successful, specifically, who to target and how to avoid…

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The Value of Thank You
Videos, Words of Wisdom

The Value of a Thank You

October 9, 2018

The easiest, and least expensive way to drive loyalty is to simply to say thank you, and businesses don’t say…

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Variety is the Enemy of Loyalty
Videos, Words of Wisdom

The Enemy of Loyalty

October 9, 2018

While well-designed incentives can drive incremental patronage, variety, and the urge to try new things, can be the enemy of…

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Blockbuster and Eye Catching Rewards
Videos, Words of Wisdom

Thresholds and Cadence are the Secret for Driving Customer Behavior

October 9, 2018

While Blockbuster failed to recognize the treats from Netflix and Redbox, Blockbuster Rewards is an excellent example of the use…

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Prepayment is the Ultimate form of Loyalty
Videos, Words of Wisdom

The Ultimate form of Loyalty

October 9, 2018

Prepayment may be the ultimate tool for capturing customer loyalty. Once one has made a financial commitment, whether it’s putting…

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Events, Videos

Customer Engagement – From Conception to Industry Leadership

October 9, 2018

In October, 2017, Bob Crandall, former CEO of American Airlines, joined Doug Parker, current CEO of American Airlines, and Hal…

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Events, Videos

Introducing the Brierley Institute for Customer Engagement

October 9, 2018

On September 14, 2016, SMU announced the nation’s first academic Institute devoted to Customer Engagement, offering MBA students majoring in…

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