Are you getting The Loyal Treatment?

Experience is meant to be shared. We see a lot that you could probably learn from ... a lot of mistakes ... and a lot of successes.

We share our experiences and our opinions about what's working and what's not in The Loyal Treatment, a newsletter based on our regularly published column in Marketing Management.

The Loyal Treatment brings you a variety of relevant management topics as they relate to the development, execution and monitoring of a customer loyalty strategy, including—

• Managing and understanding customers
• Growth and innovation
• Marketing Metrics and ROI
• Branding and Brand Management
• The role of marketing leadership

Current issue

July 2009
Customer Experience Innovation

In a global marketplace that has grown increasingly competitive, the need for companies to constantly innovate has never been more pressing. Michael Porter of Harvard University declared: "Innovation is the central issue in economic prosperity." Likewise, business strategist Gary Hamel has said, "A company can't outgrow its competitors unless it can out-innovate them...innovation is the fuel for growth." But how important is innovation in an economic downturn? Can companies still afford to innovate?