What does “the customer’s in charge” really mean? We hear those words constantly in conversations about customer engagement. There’s a broad perception that changes in technology, and buying patterns have upset any previous balance in brand loyalty. Nowhere is this greater than in retail loyalty marketing, where an explosion of mobility and the growth of …

Thanks in part to its loyalty program and mobile capabilities, Starbucks recorded a stellar 9% increase in same-store sales for its third quarter ended June 30, 2013. The massive increase was so unexpected that CEO Howard Schultz said during a conference call that it isn’t something that can be expected all the time. “We are …