You may have an expanding program membership list, but are members so engaged that they will stick with your brand for better or worse? For companies to win this battle for consumer hearts and minds, there are three tactical initiatives to deploy.
Loyalty is no longer about points, discounts, miles, rewards; it is about the way the processes, technologies, ideas, interactions engage an individual with the brand. What’s on the horizon that will drive customer engagement and loyalty this year? This whitepaper highlights key trends.
A complaint is a signal that should not be ignored. Studies show that a broken relationship that is “fixed” creates a more loyal customer than one that was never broken. Here's how to use the information to turn complaints into a powerful marketing force.
The way to think about user behavior and customer economics optimization is very similar in mobile and social. Social developers have honed this complex system to a science, with the ARM funnel as the underlying analytics framework.
Is the lingering shadow of the global financial crisis making it harder to accept extravagant indulgences? Or that people shop more impulsively--and make bad decisions--when online? Perhaps. However, there is a third factor.
Far too often loyalty is reduced to a one-way relationship that is all about the brand getting the customer to do what is expected of them while letting the brand off the hook. But forget for a moment about sales figures, value scores, and segmentation.
Mixing business and personal interactions in virtual socialscapes is as wrought with legal, privacy, and efficiency problems as it has always been in the real world. What will it take to tame the open social range so brands can truly engage with customers?
As channels, products, competition, and devices evolve at breakneck speeds, business stakeholders need the ability to directly execute change, without waiting for IT to customize a solution, as is required with traditional CRM solutions.
Every marketer needs to deliver value to the bottom line and foster long-term customer loyalty; however, the considerations and methods used to positively affect reach, engagement, and revenue vary widely by industry. The following snapshots illustrate the challenges and opportunities marketers face in three key vertical markets.
Trying to learn from transactions alone is like receiving a gift without knowing why or who gave it to us. The good news is, customers respond well when asked to complete a profile and indicate their preferences, especially if they perceive value from the effort.