Why Generation Z Ignores Your Loyalty Program

Thursday, September 20, 2018

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Finally. An article that doesn’t talk about Milennials! Today, we choose instead to talk about the cohort behind them, what is called Generation Z, and they are those who were born between the mid-1990s and the mid-2000s. They are currently between 23 and 13 years old, and the loyalty world is frantic to get them signed up. They’re young, filled with disposable income that could potentially be about $143 billion (according to Forbes) The only problem?

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3 Lessons Hotels Can Teach About Loyalty

Saturday, September 1, 2018

hotel_customerEven if you are not a frequent traveler, when one sees the breathtaking pace of change in retailing in general these days, most people would think that the visitor/hospitality category is dramatically changing as well. They would be right, particularly in the expectations of guests. They would also surmise –correctly- that the tools and methods of understanding those changes are also evolving at a blistering pace.

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How to Deal With Workplace Aggros

Thursday, August 16, 2018

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We’ve all dealt with it. A sweet as pie attitude while at the same time making you feel like you’re the problem or like you’re crazy — but you can never quite prove it. The end result is a simmering discontent bordering on rage on your part, and with extremely bad ramifications if this is an employee or worse, a member of an important client’s team.

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150x150_8.15 It seems like the sign of times: Recent research calls consumer loyalty stronger than ever. It also announces it’s in a downward spiral. Which is it?

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If you were to ask pretty much anyone what the fastest growing businesses or companies in America are, we’d guess somewhere around 90% would answer some sort of variation or extension of “Tech” that would include anything to do with “silicon valley,” “venture capital,” or Elon Musk or Mark Zuckerberg. But they would be wrong, because the majority of the fastest growing businesses in America are not in tech at all.

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While we recently explored the reverberations of GDPR to businesses in general and loyalty programs in particular, the today’s constant and relentless march of change now renders the life cycle of accepted (and successful) practices, protocols –and even societal zeitgeist- to a just a few years or even months. So while GDPR may threaten the demise of the loyalty program, has the landscape changed so much that that demise would not be all that tragic?

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Will GDPR Threaten Your Sales?

Saturday, July 14, 2018

If you haven’t heard already, GDPR is the acronym for General Data Protection Regulation that was just enacted in Europe. Its official scope is to regulate and enforce data protection and privacy for all individuals within the European Union. That might seem like a big yawn to you, but it’s generating a lot of raised eyebrows, alarm and alarmist rhetoric here in the US. Why? Glad you asked.

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Yes, we know this is shocking (and yes, we also know everyone picks up on sarcasm differently), but these are difficult times for social media services. Between the co-opting of conversations by armies of automated bots, concerns about identity theft and bullying, not to mention manipulation and influence from foreign governments, some of the best-known online gathering spots are being forced to make some tough choices about how they rebuild the public’s trust.

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The results are in. For seven years, research specialists The Temkin Group has been studying the effects of customer experiences to understand how the quality of an experience – both good or bad – affects their behavior. This year, the esteemed research group that specializes in customer experience asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. They then compared results with the similar studies they’ve conducted over the previous seven years.

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It’s no surprise that the history and cultural dynamic of Hawaii (not to mention it simply being an island) makes family businesses very prevalent, with about two-thirds of Hawaii’s business being family owned and operated. However, that history and –ahem- “familiarity” with the structure and operation of family business doesn’t make it any easier, as only about 30 percent of Hawaii’s family business make it to the second generation, and only about 12 percent to the third.

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