Some brands are masters of the loyalty game, with programmes that delight customers and investors alike. Oliver Gryg at Avios offers five routes to success.
Through years of research and experience, Avios has identified five tangible ways to keep your customers engaged while maximising their profitability to your business.
https://www.retail-week.com/retail-voice/five-steps-to-unlocking-value-from-your-loyal-customers/7029007.article?authent=1/
On top of the wish list of most businesses is loyal customers. After all, their purchases translate into repeat business and referrals—a powerful engine for the growth of sales and profits. And brand marketers know that building and cultivating a relationship with your clients transcends initial purchase behavior, and can refocus the usual fixation on price. Yet there are still some common misconceptions about relationship marketing, and many wonder if the extra effort and expense are worth it.
We asked Maricel Badilla, a marketing consultant, to share with us some insights on how to overcome these misgivings.
Here are her recommendations:
http://business.inquirer.net/251902/creating-customers-stay/
In-store experiences are here to stay, and the technology being used is getting bigger, better and bolder.
With 81% of UK consumers seeing the physical store as vital to the shopping experience (according to November 2017 research from Vista Retail Support), incorporating new technology can enhance customer engagement and increase sales.
Current retail technology trends highlight the exciting new direction for in-store experiences and underline the importance of blending and balancing offline with online.
https://www.retail-week.com/retail-voice/retail-tech-trends-that-enhance-customer-engagement-/7029305.article?authent=1/
The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
That was the consensus across panellists at CMO’s breakfast event, entitled ‘Creating more Intelligent Customer Customers’, held in Melbourne on 22 May. IAG executive GM of customer futures, Customer Labs division, Jill Baptist, said the emphasis of her team is on understanding how to cut through the noise and achieve that next level in customer engagement.
https://www.cmo.com.au/article/641852/panel-quick-wins-customer-experience-improvement-over/
According to a survey by Forbes Insights and Pegasystems that covered more than 200 U.S. executives, 88% of leaders have created a position responsible for customer engagement in the past 12 months. When taken seriously by companies, customer engagement creates an amazing opportunity for businesses to get to know their customers, build long-term relationships with them, and ultimately enhance their business performance. To make it last, as in any other human relationship, creativity and innovation are the main ingredients to a successful formula.
https://www.martechadvisor.com/articles/customer-experience-2/in-search-of-the-wow-effect-how-to-take-customer-engagement-to-a-whole-new-level/
When Jeff Howe coined the name “crowdsourcing” in 2005, even he would hardly have believed a Google search for the word in 2018 would turn up millions of results. In reality though, “crowdsourcing” has been around in one way or the other longer than when Jeff invented the name 13 years ago.
But from a business (for-profit) perspective though, why is crowdsourcing important? Research has shown that 70 percent of buying experiences are based on how the customer feels they’re treated. And crowdsourcing is a great way to make customers feel they’re treated well. Let’s look at three ways you can do this.
http://customerthink.com/how-to-use-crowdsourcing-to-increase-customer-engagement-and-satisfaction/
Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found.
We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton (LV), Gucci, Prada, and Burberry.
They sit within a price range where you might think twice before purchasing them for all of your everyday needs (Louis Vuitton dish-wash cloths, anyone?), however with a bit of saving (or a few shameless credit card swipes later!), you might invest in some staples such as shoes, bags and scarves.
http://customerthink.com/deep-dive-into-customer-feedback-for-4-luxury-brands-what-can-they-improve/
Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications…you have NO idea what customers think about your business and your marketing tactics.
We just completed VoC research for a major up and coming brand. A key competitive differentiator cited by customers was that the company provides ongoing opportunities for feedback in all communications and sends friendly, engaging surveys and then acts on the suggestions from customers! That makes customers feel included and valued.
Additional findings from our 16,000 plus hours of VoC interviews indicate that there is a dangerous chasm between the CX fantasies of brands versus the disappointing CX realities of most consumers.
Here are 3 Tips to help you get it right.
http://customerthink.com/are-you-really-engaging-customers-3-tips-to-get-it-right/
Technology has become an integral part of numerous restaurants’ day-to-day operations and they continue to invest in new digital innovations every day. Nearly 85 percent of all mobile users searching for a restaurant go on to make a purchase which why a recent Kabbage survey finds that restaurants will outpace other industries’ investments in mobile technologies in 2018.
Many digital solutions focus on improving the restaurant’s operational efficiencies by making them run smoother, faster and more profitable. However, a new tech revolution is taking place with a focus on the customer experience. Designed to improve brand reputations and appeal to a younger clientele, restaurants are seeking new ways to get customers more engaged with the restaurant experience and are doing this through new-age digital communications like voice recognition technology.
https://revelsystems.com/blog/2018/07/31/voice-commerce-customer-engagement-menu/
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