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.
Customer Privacy, and a Viral Campaign Gone Wild
The ongoing concern over privacy and acceptable use of shared customer information is a core interest for consumers and, of course, for loyalty marketers,...
We hope not at the same moment: “Virgin America & Hertz Offer Elevate Program Members Deals On the Road...
At the risk of showing my age, I remember a TV ad for Hertz from ‘way back when. “Let Hertz put you in the...
Beware the danger of treating newly-acquired customers better than your already-loyal customers
I spotted again a TV commercial I like for Ally Bank. It's been around for a bit, but it's a classic, demonstrating that they...
The historical bond of social media and loyalty programs
In the arena of what seems to be comparing apples to oranges, TravelDailyNews.com reports the results of a survey from SimpliFlying in partnership with...
Making services more accessible to loyalty program members: a healthy approach
Free wi-fi, choice of welcoming in-room snack, beds adorned with pillows at the guest's preferred fluffiness–these are some of the personalized amenities hotels make...
Recent studies in the concept of Total Relationship Banking
Two things intrigue me about a new credit card just introduced by ANZ Panin Bank in Indonesia (more here). The word person in me...
The mobile wallet and the device race, international style
In our cover story "The Device Race," we evaluate the future of the physical means used to conduct and/or record transactions, from barcode key...
CVS/pharmacy puts redemption promotion front and center
A continuing loyalty conversation centers around redemption, from those who consider "breakage" (lack of redemption) only as an advantage for the issuers (who save...
Loyalty marketers can help consumers plan for their planning
When I worked for a consumer magazine, there was an occasional odd moment when I'd look at the calendar at this hot and humid...
Tesco trials the Clubcard approach in U.S. Fresh & Easy stores
It took a long time for the other shoe to drop, but apparently that shoe has indeed hit the floor. There's been talk for...
Personalizing best-customer rewards with gusto
The epitome of stage-one personalization is the email that begins, "Dear ," with the computer filling in the blanks. That's a first rudimentary...
Despite exploding social networking, customers still want to talk directly to you
A recent Forrester analysis of its Consumer Technographics data shows an unsurprising development and an interesting non-development in how customers complain about bad service. First,...
Google’s artistic lessons in gamification marketing
Gamification is all the rage in developing customer engagement these days, as we showcased in "Game On!" and "Keeping Score," and even in such...
Mobile marketers prioritize customer relationships, but measurement needs alignment
Some interesting stats about how companies are plunging into new worlds of marketing (a bit schizophrenically, it seems) come from a new survey about...
All hands on deck: taking experiential awards a step further
A variety of loyalty programs offer behind-the-scenes opportunities as rewards or sweeps winnings–backstage passes at entertainment events, meet-and-greets with celebrities and sports stars, exclusive...
The “Undercover Boss” should also play the role of customer
Yesterday I was having a bit of trouble getting into the website of one of the loyalty programs I belong to. When I typed...
How GameStop deploys elements of Enterprise Loyalty
Last Thursday, March 24, GameStop reported growth that its executives attributed in large part to its new PowerUp Rewards program. In the earnings call (and...
The power of the experiential reward
In "HHonored Guests" in the current issue of COLLOQUY, Jeff Diskin talks about Hilton Worldwide's initiatives to "recalibrate what it means to be part...
The Regions reaction to the Durbin Amendment
Birmingham Alabama-based Regions Bank is the latest financial institution to make a defensive move in a rewards program in the face of the likely...
Double-down? How about quintuple-down?
Travel industry observer Tim Winship speculates that the "Long Run of Generous Hotel Bonuses May Be Ending". Winship points to a number of recent...