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Author Archive: Marc Glazer
Marc spearheads the Brand Experience practice at Kobie, a confluence of communications and marketing strategy experts and seasoned creative professionals. This team works with current and prospective clients on program branding, messaging, segmented communications and creative execution delivered across digital, social, mobile and traditional channels. He is also responsible for the continued evolution of Kobie's own brand in the loyalty marketplace.
Nourishing Your Restaurant Loyalty Program: How to Feed Patron Engagement (Part II)
April 1, 2013 in Restaurant & Dining by Marc Glazer
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My recent post on restaurant loyalty programs offered several innovative ways restaurants can better feed patron engagement, focusing on high quality rewards requiring few hoops to jump through and the importance of gamification. I also addressed the restaurant industry’s hope for an “economic spring,” as the last few months have been challenging at best. In [...]
Nourishing Your Restaurant Loyalty Program: How to Feed Patron Engagement (Part I)
March 29, 2013 in Restaurant & Dining by Marc Glazer
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The calendar may say spring, Major League Baseball’s opening game is set for Sunday (Go Rangers!) and tulips and crocuses are poking their heads above ground across dozens of northern cities. But as freeze warnings covered parts of the country this week, for many, a lingering winter chill remains. For the restaurant industry their “economic [...]
Genuine Customer Experience Is Back For Seconds
March 28, 2013 in Restaurant & Dining by Marc Glazer
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From pizza delivery chains like Domino’s to the Blue Heron, a small restaurant in the Connecticut River Valley, eateries large and small are finding new and innovative ways to use mobile technology and social media to help foster a more genuine customer experience. Rather than being “talked at,” diners are increasingly being “spoken to” in [...]
Social Media Outreach and Loyalty
March 25, 2013 in B2B by Marc Glazer
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Maybe it’s because “Death of Dell” has a catchy alliteration, but if you Google the phrase, over 100 million hits come up. That – or the fact that, by many accounts, Dell has been suffering a long, painfully slow sunset as its share of global PC sales continues to shrink. The tech giant’s fourth quarter [...]
Connecting With Restaurant Patrons Beyond Their Smartphones: An Omnichannel Approach
March 12, 2013 in Restaurant & Dining by Marc Glazer
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Chances are that when something’s become a fad, jumping on board at that point is already too late – at least to be considered new and innovative. Don’t worry. Smartphones haven’t reached that point yet – especially as their use relates to restaurants and their loyalty programs. However as this channel’s popularity grows, it’s important [...]
Restaurants, Meet Your New Omnichannel Loyalty Program: Why QSRs Needs to Serve Loyalty Slowly
January 11, 2013 in Restaurant & Dining by Marc Glazer
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For an industry that prides itself on speed, the above title might seem counterintuitive. That’s especially true when you consider a recent survey commissioned by QSR Magazine that ranked seven fast food restaurants and their drive thru speeds. A full minute separated the fastest, Wendy’s, which completed drive thru transactions in a brisk 129.75 seconds, [...]
Getting to Know You: Why Personalization is the Linchpin of Loyalty
December 26, 2012 in Loyalty Strategy by Marc Glazer
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The second in Kobie’s end-of-year predictions (big data, personalization, mobile, and channel convergence) got me thinking about The King and I, the famous Rodgers and Hammerstein musical and its iconic song. For those of you who don’t know it, the chorus goes like this: Getting to know you, Getting to know all about [...]
Serving Up Restaurant Loyalty Program Success
November 27, 2012 in Customer Experience & Engagement by Marc Glazer
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Considering food’s importance in human civilization and social bonding, loyalty programs designed to attract, retain and engage restaurateurs might seem redundant. Good food sells itself, right? It does to a degree. But surveys repeatedly show that restaurant loyalty program members spend more than their non-loyalty member counterparts and in at least one study, 43% of [...]
The Good, the Bad and the Ugly in the Golden Age of Loyalty
October 30, 2012 in Lifestyle by Marc Glazer
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From “In this world there’s two kinds of people, my friend: Those with loaded guns and those who dig. You dig,” to Dirty Harry’s, “Go ahead, make my day,” Clint Eastwood’s quotes are without fail.357-Magnum-Smith-and-Wesson blunt. After watching too much Clint this weekend, I let this trite little doozy fly on Monday: “You see, in [...]
Growing B2B Rewards: Loyalty for the Underserved, NOT Undeserved
October 8, 2012 in B2B by Marc Glazer
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At Kobie, we stress that quality loyalty isn’t just about racking up points and calling it a day. Reward programs must be enterprise level initiatives; part and parcel of what a marketing mix sets out to do. But above all else loyalty programs must be fun and engaging – not just for customers, but for [...]
