HTK Blog
Loyalty & CX insights to help you build better customer relationships
The Best Way to Grow Customer Loyalty – Without a Program
If a loyalty program isn’t right for your business, how do you invest in customer retention and loyalty? The solution lies in creating emotional connections through personalized engagement. Google “how to grow customer loyalty” and you’ll find plenty of advice about...
The CX-driven Marketer’s Guide to AI: Introduction
For marketing leaders, especially in high growth spaces like retail, the pressure to keep up with the latest tech is high. Be more data-driven. Be more customer-centric. Put AI in everything. It’s a lot to keep up with, and it’s enough to drive any marketer mad. On...
3 Ways to Power Up Your CX in 2019
Are your customer experience initiatives moving the needle? Are they differentiating you from the competition or meeting customers’ expectations? If the answer is anything other than a resounding “Yes!”, don’t worry - you’re not alone. A recent report by Forrester...
4 Signs It’s Time to Migrate to a New Loyalty Platform
By now, you’ve probably caught wind of some changing perspectives in the loyalty industry. Many businesses are beginning to recognize that transaction-based programs (those that reward customers based solely on spend/frequency) are losing their effectiveness....
3 Tips for a Stress-Free Loyalty Platform Migration
Maybe your loyalty program has been slowly declining, maybe it's never quite lived up to expectations - either way, you know it's time to make a change. But what if it's not just your program mechanics that need an overhaul? What if you need a whole new platform?...
Moving from a loyalty program to a loyalty strategy
An extended version of this post first appeared in Loyalty Management Magazine, Q2 2018. If you read much about customer loyalty, you'll probably have heard the news: Traditional, transaction-based loyalty programs are on their way out. It's not all bad, though -...
Give word-of-mouth marketing the attention it deserves
As marketers, we know it's kind of a big deal when our customers start sharing positive things about our brand, whether on social networks, blogs, review sites or any other digital channels (not to mention all the conversations that happen offline). And when you've...
How To: Identify valuable customers with Horizon
It seems logical to measure a customer’s value based on how much they spend – but if that’s the only factor you’re using, you could be missing a trick. For example, a lower-spending customer may be engaging more with your business than a high spender, helping to...
Are you measuring customers’ true value?
Your customers' value isn't just determined by the money they spend with your business. Now, you might be rolling your eyes and thinking "Obviously... we treat our customers as people, not dollar signs" - which is awesome. But it's not what I'm talking about here....