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Phil Rubin

CEO
rDialogue

Consumers don't miss nearly as much as marketers—including visionaries and loyalty leaders—think they do. It's the brands and the marketers that are missing out in integrating their loyalty strategy with their brand and broader customer experience. The fact remains, and is supported by the numbers on the number programs...

This one seems like no more than a "definite maybe." The concept of "Madison and Vine" (i.e., the convergence of marketing and Hollywood) is nothing new, so presumably Saks has some intelligence that Empire is highly resonant with a key segment of its customer base. Assuming so, and that...

At first blush this sounds like Walmart taking a page from Amazon's playbook. It also reminds me of a few things:

  1. As a mentor at Macy's (the original Macy's) once said: you can't sell goods out of a stock room (or out of a DC unless you're fulfilling e-commerce orders).
  2. While...

Having read the articles mentioned above, including Nick Ciubotariu's piece in LinkedIn, there's no question that Amazon sets an incredibly high bar in its workplace, as it should given its mission and valuation. Those things go hand-in-hand and while such high standards are painful for some, they are an...

This makes total sense, especially the point that discounts for "loyalty members" who will likely visit their favorite store are often wasted. This is called dilution and it's pervasive not only in loyalty programs but in much of marketing. The broad mis-application of mass promotion is an even bigger...

As with most things involving retail and customers, asking a customer for a donation to a charity comes down to a strategy and how it's implemented. We work with a lot of companies that are philanthropic at a corporate and employee level. When these causes are aligned with and...

A strong mission statement is essential and, if it is properly crafted, it is differentiating and reflective of your purpose. While there's been a lot written about missions and purpose, some worthwhile (e.g., Ian's piece above) and some BS, ecological trumps economic. Any private company includes in its mission...

The ByeBuy model is already employed by the wireless carriers as a way to move away from equipment subsidization, and they are pushing these plans (e.g., Verizon Edge) pretty aggressively.

Other great examples include SurfAir (access to air travel), Exclusive Resorts and Inspirato (vacation properties) and ElevenJames (luxury watches). Of...

CVS is doing a lot of things right and this is an extension of their leadership and decision-making. At the same time, when companies set up separate innovation labs doesn't it validate the bureaucratic nature of their legacy organizations?

...

Sadly, it is the obvious thing to do, and at least something positive has come from what happened last week in Charleston.

...

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