Three articles on loyalty caught my eye this week. First 1:1 had a nice piece on Loyalty Equals Growth for Sony. Sony is a company to which many people are already loyal so it was interesting to see that a formal loyalty program was still a priority for them. Talking about their combined CRM and [...]

Marta Foster from Proctor and Gamble gave this presentation. Marta has been at P&G for 30 years and is now in charge of their IT operations. P&G is well known and is the largest consumer products company in the world with over B in sales. They have 138,000 employees, 200 brands in 160 countries and [...]

Ted Iacobuzio of TowerGroup gave the closing keynote, expanding on the survey results Fair Isaac announced today. More than 100 of the InterACT attendees took the survey - clearly this is top of mind. Some highlights:

Lenders appreciate the need for integrated customer information and multi-product decisioning
Lenders are not all at the same speed in implementation
Respondents [...]

Continuing my series on using EDM to manage in a recession, allocating resources effectively. In a recession resources are, almost always, constrained and so the proper and effective allocation of resources can be critical. Enterprise Decision Management, EDM, is particularly useful in allocating resources to customers. This plays out in a couple of key ways.
Firstly, [...]

There are many views of loyalty but one of the most prevalent and compelling is the idea that large, multi-national, multi-channel organizations must generate the same feelings as local stores, local branches do. The sense that the people with whom you deal know you, value your business, tailor their response to you. Jim Berkowitz in [...]