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The intersection of business and technology.
Written by Charles Allen who lives and works in Hong Kong.

  1. October 18, 2014

    When segmenting your customer base and deciding who to target it can be tempting to focus on least engaged customers as the opportunity seems biggest. A better starting place - in my experience - is to start with the most engaged customers.

  2. June 05, 2014

    Customer loyalty campaigns abound: providing special offers and recognition to reward loyalty is an important part of the marketing toolkit. Figuring out whether a campaign is effective or not can be complicated - and a phenomenon I call 'survival of the most engaged' can often hide what's really going on.

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