Response Labs Inc.

Celebrating three years of Rebekah making big ideas work harder at Response Labs 🎉

As an Account Supervisor, Rebekah brings the perfect balance of smart strategy and creative ex*****on to our CRM, lifecycle, and cross-channel programs—turning insights into high-performing email, SMS, and paid media.

Her superpowers include:
📬 Email & CRM strategy
📊 Programmatic media thinking
🤝 Partner development
⚡ Turning fast-moving ideas into results

Clients consistently call out her diligence, calm leadership, and ability to navigate shifting timelines with ease—and our team couldn’t agree more.

We’re grateful for Rebekah’s positive energy, sharp thinking, and the calm she brings. Cheers to two amazing years and many more ahead!

Not every customer on your list deserves the same amount of attention when you're trying to make the case for your program. Andy Locke got into this during our recent session with Loyalty360.

Start with everybody, your full subscriber base. Then your dormant and lapsed folks, worth winning back, but not where you build your case. Then your active, casual customers, your biggest group and honestly your best hunting ground for people who resemble your best customers.

And then there's the group that actually moves the needle: your top customers.

"When you talk about a 5% lift in top customers, that has real impact on the bottom line," Andy said. Retention there isn't a nice-to-have metric. It's kind of the whole ballgame.

Subscribers and loyalists are not the same audience. Stop measuring them like they are.

Happy Birthday, Nolan 🎂🎉

Whether he’s optimizing programmatic performance, speaking every language in the world (his chosen superpower 🌍), or blasting I’m Shipping Up to Boston as a hypothetical entrance theme, Nolan brings energy, focus, and authenticity to everything he does.

A dog-lover, cookies & cream loyalist, and believer that the best things in life are earned, Nolan reminds us that great work and great relationships are built with time and care.

Wishing you a day full of good reads, calm waters, and well-earned celebration!

🎉 Happy Birthday, Amy!

A night owl, moon watcher, yogi, reader, dog person, mom of two, and pistachio + biscotti ice cream enthusiast. 🌙📚🐕

When she isn’t keeping Response Labs running, she’s spending time with her kids and dogs or imagining a world where her superpower is parkour and she can move through life like Scarlett Johansson in Avengers.

Amy brings warmth, humor, and a genuine desire to help the people around her succeed to our team every day.

Here’s to aiming high, a day that includes a good book and some ice cream. 🎂

Recently, our Partner and Director of Strategy + Data, Andy Locke, joined Loyalty360 for a Loyalty University session about a problem most loyalty teams already know way too well:
You know your program works. You've felt it work. But "I can feel it working" isn't exactly a line leadership can approve in a budget meeting.

Andy got into why that gap exists, what it actually takes to close it, and pulled in some real results from our own client work along the way.

His closing line pretty much sums up the whole hour: stop defending your program. Start proving it.

Check out his breakdown of conversations most loyalty and CRM professionals are already having with themselves, just quietly https://www.responselabs.com/insights/stop-defending-your-loyalty-program-start-proving-it

What if the $30 CPM is actually more efficient than the $15 CPM?

What if your loyalty program is creating real bottom-line growth but your reporting isn't proving it?

And what if AI making creative faster actually makes human judgment more valuable?

Those are the kinds of questions we like exploring at Response Labs.

September’s From the Lab brings together new thinking from across Paid Media, CRM & Loyalty, and AI & Innovation, including why we're looking beyond impressions to measure the actual seconds of attention our clients' media earns.

Check out our latest insights 👉 https://www.responselabs.com/insights

Great people, good conversations and even better neighbors. 👋

A few members of team RL had a great time at AAFter Hours yesterday evening, getting to know our neighbors at Alex & Tom and connecting with Baltimore’s advertising community.

Thank you to American Advertising Federation Baltimore and Alexander + Tom, Inc. for bringing everyone together. We’re always grateful for opportunities to step away from the screen, and get to know the talented people doing great work right in our backyard!

Customer acquisition is expensive but keeping customers engaged over time is where brands create lasting value.

Modern Customer Lifecycle Management means:
• Predicting customer needs
• Personalizing every interaction
• Connecting every channel
• Increasing lifetime value, not just transactions

The brands that win don't think campaign-to-campaign, they're thinking relationship-to-relationship.

Read more about modern CLM for multi-unit retailers on our latest blog https://www.responselabs.com/2025/09/clm-for-multi-unit-retailers/

When only 41% of consumers feel personalization justifies the privacy cost, brands must rethink how they use customer insight. Emotional loyalty is built when personalization feels helpful, timely, and human.

Personalization is a language of connection, not a volume game.

The best personalization feels remembered, not monitored.

Build trust before you scale personalization.