Customer loyalty: behind the stamps and schemes it’s the service that matters.

January brought news that Morrisons will be the latest company to release a loyalty scheme into an already saturated UK market. CEO Dalton Philips sees the retailer’s “lack of capability to tailor offers” as a significant factor influencing the chain’s poor Christmas performance. As this 2012 article from Forbes predicted, 2013 certainly felt like the…

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What is Gamification?

A while ago, my good friend and esteemed colleague Phil Dearson and I were asked to answer the question ‘What is Gamification?’. Like true strategists we initially answered the question with a few more questions, then after swapping angry looks and exchanging various expletives, we put something together, this is where we landed. Gamification is another…

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Digital isn’t Digital

I thought it fitting to start off nice and easy and tackle a small question, ‘What is Digital?’.  Digital IS actually, data that is represented using discrete (discontinuous) values: ‘Computers are digital machines because at their most basic level they can distinguish between just two values, 0 and 1, or off and on.’ So, wait, computers aren’t…

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