Kelly Hlavinka
Kelly Hlavinka
COLLOQUY
A partner of COLLOQUY, owned by LoyaltyOne, Kelly Hlavinka directs all publishing, education and research projects at COLLOQUY, where she draws on her broad experience as a loyalty strategy practitioner in developing articles, white papers and educational initiatives.
A Sea Change for Card-based Loyalty Strategies
Whatever name you want to apply to it — the Dodd-Frank Act, the Wall Street Reform bill, or simply referencing the Durbin Amendment portion...
Vision, Gumption and Kismet
One of the first things that COLLOQUY founder Rick Barlow said to me in my 1996 job interview for a client leadership role was,...
The Audacity of Hope, Credit Card-style
Choice. Collaboration. Authenticity. Those are the key words that came to mind as I learned about American Express's latest card offering called ZYNC. Peter Vaughn's...
Loyalty Trend of the Month
If you keep tabs on COLLOQUY's Breaking News in loyalty, I'm sure you've taken note of the same thing that has struck me: ...
High Noon
How card issuers can rally support and regain loyalty-program trust If the most frequent question posed to COLLOQUY this year is any indication, the clock...
India’s Next-Generation Loyalty Landscape
Coverage of the 3rd Loyalty Summit at the Taj Lands End, Mumbai, Jan. 27–28, 2010 Sixteen hours of meditation can lead to a cornucopia of...
Lovin’ It: Why now is the perfect time for McDonald’s to launch a loyalty program
Reading the Wall Street Journal the other morning over a cup of McDonald's coffee—yes, McDonald's, not Starbucks—I was struck but not surprised by the...
What’s In Store for Loyalty in 2010?
2009 is finally coming to a close and what better way to end than with a good set of predictions for the upcoming year...
Dinner-Table Conversation: Grocery customers are talking–but not about what you’d expect
For evidence of a powerful but overlooked source of opportunity in retail marketing, let's eavesdrop on a bit of word-of-mouth conversation at a popular...
Leading By Example: How the Travel Sector Can Maintain Competitive Advantage
The travel industry pioneered the modern loyalty program. As first-movers, you have both the accolades – and the bruises – as constant reminders...
The Pollution Solution: Executing Effective Loyalty Marketing Bonuses
Checking into one of my favorite hotels for business travel, I noticed a promotional counter placard making me an offer I couldn't refuse. The...
The Soft Bulletin: When it Comes to Soft Benefits, B2B Marketers Sing a Familiar Tune
Perhaps the most underdeveloped aspect of business-to-business (B2B) loyalty marketing initiatives is the soft benefit side of the equation—the special perks, pricing, access and...
Troubled Financial Times Impel Marketers to Go Big or Join Forces
The Opening Bell of the New York Stock Exchange, once the exuberant signal of a day of robust and largely escalating financial activity, now...
Why Enterprise “Gets” Customer Service 2.0: A Customer Diva Gets the Royal Treatment
At Enterprise Rent-A-Car, COLLOQUY's Customer Diva experiences the next generation of mutual customer and employee satisfaction... It's easy to bandy about such facile clichés as...
How to Spot Defectors in Advance or I Went Over to the Service Station Dark Side
It finally happened. I filled my tank at the gas pumps of a membership-only discount retailer. For my entire adult life, I've sworn by the...
Red Fish, Blue Fish: Can Dr. Seuss Teach Marketers a Lesson in Using Customer Data?
But if I ran the zoo," Said young Gerald McGrew, "I'd make a few changes. That's just what I'd do … —Dr. Seuss So...
Separating Angel From Devil Customers Can Be Trickier Than You Think
I confess. I'm a high-maintenance catalog shopper. You direct marketers out there know my type. I'm the customer who always calls to place an...
Is Green Marketing a Sign of a Progressive Brand–or a Desperate One?
I'm a devout tree hugger. I started my career as a bright-eyed optimist at the National Wildlife Federation. As already specified on recycled...
The Power of the Network: Venture Beyond Dialogue Marketing for True Relationships
Marketers have always understood the power of engaging in dialogue with their customers to better understand their needs, wants and desires. But those marketers...