Bill Brohaugh
Bill Brohaugh
As managing editor, Bill Brohaugh is responsible for the day-to-day management and editorial for the COLLOQUY magazine and colloquy.com, the most comprehensive loyalty marketing web site in the world. In addition to writing many of the feature articles, Bill develops the editorial calendar, hires and manages outside writers and researchers and oversees print and online production. He also contributes to COLLOQUY's weekly email Market Alert and the COLLOQUYTalk series of white papers.
Shouting is Not Dialogue
It seems that some marketers are treating conversations with consumers via social media like the stereotyped tourists in a foreign country. If the locals...
Checking Out Self-Checkout: Is It Checking Itself Out, As Well?
In "Supermarket checkout still stuck in the past," The Los Angeles Times has an interesting story about technology and the grocery industry. The Times...
The Power of Sharing – Well, Sort Of
Me, I'm keeping my power washer to myself. I just have too much fun with it, hosing down the patio and the driveway and...
The COLLOQUY I-Network – The Cause Is the Catalyst
In "Magna Cum Loyalty," COLLOQUY Managing Partner Kelly Hlavinka lauds Citi's new ThankYou Point-Sharing App, which enables ThankYou Rewards members to strive for group...
Establishing customer relevance keeps us on our toes – and our customers’ toes, too
As I'll explain in a moment, I have only one set of toes. I highly suspect that that's true of most of your customers, as...
Loyalty Fun for the Whole Family, Complete with Face Painting
I once participated in a grocer's loyalty program in kind of a tag-team fashion. Though the program was in my wife's name, we both...
Putting the Cart Before the Hoarse
I'm a foodie, and I've said numerous times that my choice for a second profession would be professional grocery shopping. (I'm sensing an Xtreme...
The Battle Against Loyalty Program Myths
"When it pains, it pours" is a phrase I've often heard, mainly because I made it up and I practiced it in front of...
Miles Hidden in your Gift Card? Thoughts on the MileagePlus Gift Card Exchange program
This past holiday season, I found myself a few miles short of redeeming for a flight home to my native Wisconsin. Eager to see...
They Keep Forcing Us to Use This Headline
And that headline would be "More Survey Results You Just Can't Make Up." Though obviously someone keeps making up the questions. COLLOQUY's Loyalty Landscape feature...
Fear Factor, Frequent-Flyer Edition
COLLOQUY has a whole new take on horror movies. You know, the old-fashioned kind where things go bump in the basement and the first...
Spirit’s “DOT Unintended Consequences Fee”: Inspiring More Unintended Consequences Than Envisioned?
Spirit Airlines has begun charging what they call a "Department of Transportation Unintended Consequences Fee" in response to recent regulation. As CNN reports, "Spirit...
Bacon Beckons, in a Whole New Way
Nothing could make me more loyal to the food that we rarely call ambrosia, even though it is that. We use a more mundane...
Freedom: Perhaps the Ultimate Aspirational Reward
This week, as I was reminded by The Weekly Flyer on the BoardingArea blog, is the final week that filmmaker/traveler Gabriel Leigh is accepting...
The experiential differential: Loyalty at 180 miles per hour
These days, I'm all about "experience." I've signed up for a "Mario Andretti Racing Experience," in which I take some Indy-car driving lessons (not too...
Building loyalty by encouraging disloyalty?
Now, this isn't something you probably don't want to say to your significant other: "Be disloyal." But say it to your customers and expect...
The loyalty device race takes to public transport
In our story "The Device Race," we examine various loyalty program identifiers, from traditional mag-stripe cards to mobile apps to devices employing near-field communications...
Front-line body-language training: Deepening the understanding of the customer say-do gap?
Here's an interesting take on gathering and responding to customer information and "behavioral data," as it were–right at the front-line level. Affinia Hotels–a nine-location...
Lessons From Netflix: Mopping up with Bounty, the Qwikster Flixter-Upper
OK, I can't resist a pun. I don't know how many of you remember the ads for Bounty paper towels, "the quicker picker-upper." Big...
What’s in a loyalty program name? Perhaps a new hotel name.
A couple of interesting notes in a recent hotel conversion: First, Kimpton Hotels has taken over the former Se Hotel in San Diego, and has...