Loyalty101 – a master class from Ferrari

[READ TIME: 5 mins] For years I have collected miles with a few different airlines but managed to fly only twice using my miles. And it is in that one sentence that you have the problem with airline loyalty program and my loyalty strategy. Airlines want to you to fly with them and collect miles. […]

Cheaters website hacked. 37m worried.

[READ TIME : 2 mins] Every company at some point is likely to be hacked, have an employee make a PR mistake (Sainsburys 5op challenge poster, or have the CEO say something they bitterly regret (Microsoft’s Satya Nadell women’s raise). Some hacking incident’s are worse than others. Sony’s hack was dubbed “the hack of the […]

Why Slack is so successful

The memo linked below was sent to the team at Tiny Speck, the makers of Slack, on July 31st, 2013. It had been a little under seven months since development began and was two weeks before the launch of Slack’s ‘Preview Release’. It is worth reading in its entirety. It beautifully sets out what the […]

CRM = Customer Rejection Management

[READ TIME: 5 mins] Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be […]

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