The Dwindling Art: Recapturing The Art Of The Aha
Published 12/10/2009
Author: Bryan Pearson
Summary
Each year, the COLLOQUY Loyalty Marketing Summit brings together 100 or so of the best minds in loyalty to focus discussion on the art and science of a particular aspect of loyalty marketing—in 2007, our theme was building customer advocacy. As I prepared my welcome speech for the 2007 Summit this past August, one thought became increasingly obvious to me. With apologies to Strother Martin in the Paul Newman classic Cool Hand Luke: What we have here is a failure to innovate. I’m not claiming that loyalty marketers are in any way devoid of imagination. In fact, the industry was founded on innovation—the pioneers in the airline and hotel industries in the 1980s made up the best practices of our industry as they went along.
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