Lateral Thinking About Business

This has become a rather eclectic business blog that addresses a number of issues relating to business planning, customer loyalty and engagement, and market trends and strategy.

Air Canada's Aeroplan Elite Program Fails to Land Customer Benefits

What’s the point of a loyalty program? (Pun intended.) In a perfect world, offering the best products and services would be enough to...

Kara Holm

Nov 20, 20226 min read

Speak to me

We all have products we love and places we like to do business. My admiration for Fluevog, for example, is well documented. But I have...

Kara Holm

Jan 1, 20203 min read

What's in Store?

This content was originally posted November 27, 2018. If you’re like I am, your inbox has been jammed with offers for Black Friday and...

Kara Holm

Dec 19, 20195 min read

Gamify Your Resort

Thanks to the American Gaming Association for allowing us to share our 2018 G2E Innovation Lab presentation. It was a wonderful...

Kara Holm

Nov 12, 20181 min read

Segmentation for Success

In my last blog I referenced a whitepaper produced by MGM Resorts International called “The Truth About Entertainment.” This paper...

Kara Holm

Apr 11, 20185 min read

Entertainment as an opportunity

Entertainment is a fundamental need of human beings. Recent research by MGM Resorts International gives us insight into how we see and engag

Kara Holm

Apr 3, 20184 min read

Specialization: they call me the milk guy.

I have been to three different Atlantic Superstore locations in the last week looking for our favourite ice cream, which is out of stock...

Kara Holm

Jun 13, 20173 min read

5 Ways to Strengthen Customer Relationships

What happens when a company fails to communicate appropriately with its customers? Frustration, dis-satisfaction and the erosion of...

Kara Holm

Mar 17, 20175 min read

Secret Sauce to Build Loyalty

We were in Las Vegas last week for meetings. While staying in Vegas we always visit as many places as possible to see what’s happening....

Kara Holm

Mar 3, 20175 min read

The Age of Personalization

Late to the party, my daughter convinced me to download Bitmoji this week. Now I too have my own personal Emoji that can express my...

Kara Holm

Oct 29, 20163 min read

In Praise of the Sandwich

There are a number of stories that refer to the creation of the sandwich. They vary in detail, but the basic facts are the same. Context:...

Kara Holm

Aug 19, 20164 min read

5 ways to achieve great results from your loyalty program

Today’s blog is going to reveal something that’s obvious. I’m almost embarrassed to say it out loud, but I feel compelled to because even...

Kara Holm

Jul 6, 20165 min read

Making your point: loyalty programs & communication

Dear Readers: You will be happy to know that since becoming a PC Plus member I have redeemed points valued at $250 and that my current...

Kara Holm

Apr 15, 20166 min read

The Exchange - Loyalty, Customers & Rewards

If you are anything like me, your wallet is filled with cards for loyalty programs. Some programs have migrated to my phone (an evolution...

Kara Holm

Nov 13, 20155 min read