Customer Loyalty in a Changing World
MAY 14, 2015
Customer loyalty is akin to a really solid marriage—committed, enduring, and monogamous. “Generic” brands have gotten better, customers have become more empowered in their purchase decisions, and customer loyalty has radically changed. Customer Loyalty to Variety. have no loyalty to anything, except variety. Customer Loyalty Facts You Can Take to the Bank.
4 Retailer Tips for Marketing to Consumers
Convince & Convert
NOVEMBER 2, 2015
Time and time again we have heard the phrase, “The customer is always right.” In an era where customer service is so important, retailers and business owners must always remember to keep this in mind. Yet, how can retailers make sure that their consumers are not only getting the message they want to send, but also getting a message the consumer actually wants to hear? Loyalty is Key.
Achieving Omnichannel Customer Loyalty: Tips and Infographic
JANUARY 28, 2013
Omnichannel marketing and omnichannel retail, as they are called now and then, are hot. However, often we tend to focus on just the promotional dimension and forget the omnichannel customer loyalty side of things. And this is certainly the case from a customer loyalty perspective. Because one thing is sure: for your business goals, loyalty is more important than ever.
The New Kind of Customer Loyalty Your Company Needs
Convince & Convert
APRIL 6, 2016
In order to stay competitive in the era of experience loyalty, brands must restructure their strategies and make local customer engagement a priority. Customer Experience brand loyalty customer engagement customer experience customer loyalty marketing strategy personalizationImage via Unsplash. highlight to tweet). Here are four areas to focus on. 1. Connecting Across Channels.
The New Retail Experience
JUNE 4, 2012
There was an old retail paradigm (that still rings true): get them to the store. Many retailers still treat their online store as if it's just another store. There are so many issues and challenges in getting to the point of excellence with e-commerce, that many companies don't even know where to begin (and we're talking about the small, medium and large retailers here). Brands (and retail, in particular) continue to struggle to keep pace. There is no doubt that the biggest opportunity that retailers have is to surprise and delight with a great in-store experience.
3 Ways Mobile Apps Can Reward Customer Loyalty
The Realtime Report
SEPTEMBER 3, 2012
Loyalty apps reward your customers for returning to, and spreading the word about, your online business. Though Though the phrase is a product of the ever-growing web lexicon, most people are actually pretty familiar with “loyalty apps.”. These are examples of loyalty apps. Loyalty apps don’t just stop with members-only discounts, however. Go (Loyalty) Cardless.
Klout and Peerindex – social network loyalty cards?
The Way of the Web
SEPTEMBER 29, 2011
Measuring influence or just tracking loyalty? And here’s where the loyalty card element comes in: Supermarkets and social networks: The basics of the supermarket loyalty card are pretty simple. You share your data on frequency of visits and what you have purchased with the retailer, and in return they give you some rewards in savings or additional offers.
Mobile Shopping App Shopkick Adds CVS/pharmacy To Its Lineup Of Retail Partners
The Realtime Report
AUGUST 16, 2012
Mobile shopping app Shopkick , which rewards shoppers for walking into stores and interacting with products, has added CVS/pharmacy as the first pharmacy to join its lineup of retail brands that already includes major names like Macy’s, Target, American Eagle, Mobil, Best Buy and ToysRus. Mashable ).
The Effect of Brand Loyalty in the Costco and AmEx Breakup
Convince & Convert
MARCH 29, 2016
” Furthermore, this is not he first time a retailer and a credit-card issuer have split up. With Wal-Mart switching from Discover to MasterCard, and Best Buy opting for Visa over MasterCard, Costco is simply replicating moves that many others in the retail industry have recently made. FBI Announces They Can Hack on Their Own. On the other hand, is a bit harder to decipher.
The future of print is in the hands of small retailers
The Way of the Web
JUNE 14, 2011
One thing we did talk about which I think might have potential for comics in particular is a curated experience which is already being offered by some specialist record retailers. Digital Publishing ecommerce Print Publishing Retail comics ecommerce solutions future of print multi format print publishing retailer websites retailersSo what about the same for comics?
Podcast 390 - Sir Terry Leahy on Management and Retailing
JUNE 23, 2012
Sir Terry Leahy is credited with turning round retailing in the UK. How the 10 Words have come from both his early life and also through the experience of leading a successful retailer. How data is only valuable if you use it to create customer loyalty and how marketing should use data. Sir Terry Leahy is credited with turning round retailing in the UK.
10 Ecommerce Predictions for 2013
Buzz Marketing for Technology
JANUARY 16, 2013
And bricks-and-mortar retailers will scramble to keep pace with a digitally driven world. Retailers Start to Love Loyalty Programs - It’s not just for frequent fliers anymore. Now businesses across industries (retail, finance, etc.) Posted in Behavioral Targeting Customer Experience eCommerce Mobile Social Media. Every year, Cyber Monday will beat out the last.
It’s Time For Retailers To Raise Their Games-Five Quick Reminders
Direct Marketing Observations
JANUARY 30, 2012
According to a study from Accenture , comScore , and dunnhumbyUSA aimed at helping consumer packaged goods (CPG) marketers, visitors to CPG brand websites buy 37% more in retail stores than non-visitors to the brand site. The study also concluded, that to maximize impact, website content needs to be updated regularly and contain brand value messaging that both engages visitors while also providing compelling reasons for them to purchase the brand at retail. Without sounding too much like Captain Obvious, here’s what retailers need to remember: Update your content regularly.
The Future Of Personalized Pricing
NOVEMBER 23, 2012
Just ask those playing in the loyalty marketing space. Once you are logged in, they probably know more about you (from personal data and buying habits) than any other retailer. This occurs if a retailer offers different prices depending on information they have collected about that customer. Firstly, retailers can collect details of a customer's previous purchases made on the website. The regulator says that there is no evidence, but a lot of concern, that this information allows retailers to charge a higher price to certain customers." loyalty marketing.
FEBRUARY 1, 2013
In the end, it's not really Apple and what they have done, it's all about you and how you created influence and loyalty for the brands that you serve. loyalty. retail. advertising android apple applefanboi blackberry blackberry10 brand businessstrategy consumerelectronics digitalservices influence iphone loyalty mac media merchandising microsoft microsoftstore pc perception retail smartphone stevejobs wallstreet windows windowsmobileIt's like an itch that you just can't scratch. Something has been bothering me, lately. It's not overt. It's not obvious. apple.
How Your Brand Should Tell A Beautiful Story
NOVEMBER 5, 2014
customer loyalty. retail. advertising b2b b2c blackfriday brand brandattributes casestudies casestudy commercial customerloyalty cybermonday digitalmarketing documentary internetculture marketingchannel media nationalgeographic onlinevideo patagonia retail shopping shortfilm socialmedia testimonial whitepaper wordofmouth wordofmouthmarketing wornwear youtube yvonchouinard
The Speed Of Brands And Other Stuff
APRIL 2, 2014
Some days, there is a significant discount, other days it is closer to the full retail price. This is what digital does that makes the future of retailing so fascinating. What if every product on the shelves at physical retailers had no prices on them, but just a barcode (or a digital price tag)? What would retail look like? Competition becomes fierce and suddenly the technology running retail looks more like high frequency trading systems that are customized than anything else. future of retail. loyalty program. retail. retail technology.
Why I Hate Black Friday
DECEMBER 3, 2014
When I was a kid, I used to take catalogs of the big brand retailers, and play this game, where I had to choose one thing from every page. What I''m trying to say, is that I''m a retail nerd. know what you''re thinking, if you hang on to the receipt and bring it back to the store with you, most retailers are fine with bridging the gap by either paying you back the difference or with a gift card, but who has the time? Yes, I also realize that how these retailers concoct these offers is a part of the problem. loyalty. retail. retail nerd. retailer.
Don't Blame Groupon
OCTOBER 4, 2011
No loyalty? Don't blame Groupon for the results, blame the local retailers. It's up to the merchants to build that relationship, and then the loyalty once a customer walks into the door. While I'm sure that Groupon and other daily deal sites make a lot of promises in selling these opportunities to retailers, it's still - one hundred percent - the retailers opportunity to win over some new customers and build loyalty. So, while no two customers are alike, both of them are offering the retailer an opportunity to do more. brand loyalty.
Podcast 385 - How to Deliver Insanely Great Customer Service
MAY 21, 2012
Carmine Gallo , a former reporter and anchor for CNN and CBS who has sat down with many of the most dynamic and respected business leaders of our time, including Steve Jobs , joins Anna Farmery to discuss how to deliver insanely great customer service, based on his insights into the Apple Experience at retail. How to create customer loyalty. must listen podcast !
What The Next Five Years Will Be About
APRIL 29, 2011
The brand's reality was this: as the years wane on, the amount of retailers that they sell to were diminishing. As the major big box outlets continue to grow and as consolidation rifles through the retail sector, the bigger brands only have a handful of outlets to sell their wares. With these retailers' size and growth comes another reality: they begin to dictate everything from quantity and terms to acceptable margins. Notwithstanding how the major retailers might feel about this project, it was a smart and wise play. retail. retailer. How do you win?
How To Curtail Showrooming: Charge Admission
MARCH 29, 2013
There have been a couple on instances in the news this week that highlight the general challenge that retailers face in the age of showrooming. In short, they're getting the full, physical retail experience - which could even include some consultation by the sales associate - only to lose the sale to the online channel or another retailer who is offering a better price. Many retail pundits agree that physical stores need to offer more services and value if they are ever going to compete. Could retailers charge a fee if they're simply worried about showrooming?
The New Disruption
DECEMBER 9, 2011
Being a retail creature of habit, I realize how bad this is for the retailer, but the truth is that reading, buying and storing my books in the cloud trumps all. Retail is going to have to change. Amazon just released a new mobile app called, Price Check , that allows consumers at the retail level to use barcode scanning, their camera or speech to text search to price check and compare with Amazon (and their merchants). If you can have something shipped as fast as possible to you and can return it - no questions asked - then the retail game changes. retail.
Be Kind To Brands
DECEMBER 26, 2014
brand loyalty. loyalty. retail. blog blogging boxingday brand brandimperative brandloyalty branding capitalism collaboration consumer consumerism corporatepolicy customer customerservice democracy engagement equality goodwill holiday holidaywish lordoftheflies loyalty marketing retail shopping thecluetrainmanifesto twitter zoomeddino My holiday wish: be kind to brands. know what you''re thinking. For some, it''s a holy day. Should we not be saying that a better holiday wish might be: brands should be kinder to their customers? Why be nice? It''s happening.
How to Showcase Your Brand’s Unexpected Side
Convince & Convert
JULY 16, 2015
In a new video, luxury lifestyle retailer Harvey Nichols uses real-life footage of people shoplifting in its stores to make an important point: Get those freebies legally—with the company’s new rewards app , of course. It’s not surprising that people steal from retailers, but it is interesting to see a luxury brand show real-life footage of shoplifting in their stores. Love freebies?
The Year Of More
JANUARY 3, 2012
The next five years are going to be about how well a brand can actually change the relationship from one that looks at how many people are in their database to who these individuals are and how the brand can make the connections and loyalty stronger." While loyalty programs will continue to be a critical function of businesses ability to drive marketshare, none of that will matter unless they are developing and nurturing a much stronger and direct relationship with their consumer. loyalty program. retail. More social. Will this trend stop in the future? More global.
Put Yourself on the Social Map: From Vagueness to Greatness
Convince & Convert
NOVEMBER 15, 2013
And from Expion , a free report on the top 50 retail brands’ social media use in 2013. Is Nissan building brand loyalty ? Social Pros Podcast brand loyalty community engagement content marketing digital marketing integrated marketing social media Social Media Marketing social media measurement Social Pros Erich Marx, Nissan @emarxe. Please Support Our Sponsors.
The Customer Is (Not) Always Right
OCTOBER 25, 2011
If you're in line at your favorite retailer and you're wondering why they don't open up a second cash register, you're just a tweet away from holding that company responsible for their store policies. The evolution of customer service and brand loyalty is a topic that has captured the imagination of Fred Reichheld for over twenty years. In 1996, the Bain Fellow published his first book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. "It goes beyond the brand and loyalty. brand loyalty. retail. the loyalty effect.
Shocking Shopping Experiences At The Mall
JULY 25, 2015
The news that I read would have you believe that this is the end of retail as we have known it. With that, I am a retail rat. . As I got older, I realized that my dad was visiting these stores to figure out a better way to merchandise, or work with his fellow merchants to have stronger buying power. I was, literally, brought up in the retail environment. just love the smell of retail in the morning. It turns out, that the mall that we're visiting is 2,700,000 square feet with over 300 retailers. retail. retail experience. retail rat.
Marketers weave web of loyalty
Social Media Network Marketing
JULY 21, 2009
These retailers are also delving further into the connection between online customer experience and customer loyalty. While most areas are being cut, and online efforts are not immune, retailers see the online experience as an investment which can increase sales through better conversion rates and decrease costly customer service calls. In general, retailers understand that a good user experience will enhance loyalty. Companies are just starting to really explore how to merge channel behavior with loyalty programs.
The Marketing Agency Of The Future
MARCH 15, 2013
It is not uncommon for internal marketing teams to have senior chops in the areas of creative development and analytics down to community management, loyalty program management and even the day-to-day handling of certain media activities (like search engine marketing, affiliate marketing and more). Still, the role of the agency is fairly simplistic (in philosophical terms): help a brand increase their sales and loyalty. They're not the same consumers when they're reading consumer reviews as they are when they are in a physical retail location. loyalty program. brand.
The Bright Side Of Black Friday
NOVEMBER 25, 2011
Those who get the deals camp out for hours on end on unforgiving cement, and those who don't get the deals wind up trying to pick the retail shelves dry while muttering their disdain for the retailer under their breathe. If the sole purpose of Black Friday is for the retailers to clean their shelves or to get a whole whack of people into their stores, they can ignore the past five hundred words that I've written. brand loyalty. retail. retail brand. retailer. Everybody loves a deal. Black Friday doesn't have to be so black. Smiles are free.
F-Commerce - Rise Of The Facebook Consumer
MARCH 15, 2011
Gift cards are big business these days and many retailers are getting in on the action. The conversation around social media was about building loyalty, trust and chatter around brands by using platforms like Facebook where people like to engage with one another. The challenge was in figuring out the analytics to link those social acts back to a sale in order to create a semblance of proper retail attribution. retail. retail attribution. What the Facebook? With all of the options available, one brand really jumped out at me. It was a gift card for Facebook.
It pays to provide Support with Social Media
Buzz Marketing for Technology
MARCH 23, 2010
Someone can come in and undercut you (think Sam Walton against every major retailer). An example of this was a bank and a retailer but I think this is true for any industry. Tags: Customer Support Interactive Marketing Loyalty ROI Social Media Social Networking But in a recent survey by Forrester customers in every major industry preferred good customer service to price.
Great Marketing Is Utilitarian
DECEMBER 7, 2012
Through their seventy-five years, the family-owned business has seen dramatic changes in their retail experience. and all of those will take care of you, just like a family," sounds earnest enough, but in a world where supercenters and mass retailers are becoming grocers, and local farmer's markets are seeing a resurgence, the pressure to stay competitive and relevant at the local level is intense. In short, brands can create loyalty by being more personable, helpful and likable. Marketing is no longer just about messaging and brand loyalty. brand loyalty.
3 Secrets To Having A Two-Way Conversation With Your Brand’s Customers Online
Buzz Marketing for Technology
NOVEMBER 1, 2013
However, brand loyalty online can be much more fleeting than it is offline. Stop and think about some of the online brands that have your devoted loyalty (no matter what sins they may occasionally commit). For many of us (myself included), it would take a lot to sway my trust, respect and loyalty away from these three online giants. Don’t treat every customer the same.
How to Create a Customer Loyalty Program via Social Media (via PR.
Saying It Social
JULY 22, 2010
Saying It Social Your Social Media Marketing Resource Home About Polls Our Services Testimonials How to Create a Customer Loyalty Program via Social Media (via PR Workbench) I’m a huge proponent of retail locations using Foursquare to enhance customer experience. Traditional customer loyalty programs can be expensive, complicated, and difficult to measure immediate results. eMarketer reports that consumers force retailers to adopt social strategy. Leave a comment Click here to cancel reply. But, would you "settle" for one or the other?
Is The Era of Loyalty To Consumer Brands Over?
OCTOBER 20, 2011
Quinn, a former senior executive with the Bullocks Wilshire department store chain understands the inner workings of the fashion retail industry as well as she does consumer trends, and her conclusion based on what she’s seeing in the marketplace aren’t encouraging for some of America’s oldest brands. Quinn’s argument is that major national brands and some regional brands will soon watch their final sunsets as the hunt for low prices currently outweighs old-fashioned consumer brand loyalty. Darlene Quinn knows what it’s like to be loyal to a brand name. Kmart reported a 1.6
Finally – A Promising Buzz in the Social Media Marketing Atmosphere
MAY 15, 2012
Electronic punch card loyalty programs. - Fun and somewhat addictive shopping experiences. In his ebook, Groupon: Why Deep Discounts are Bad for Business , Bob Phibbs (“The Retail Doctor”) relates stories of Groupon disasters. Retailers might offer an $80 product or service for $40 but after their cut with Groupon they receive $20 for an $80 value. Digg Digg.
What Social Marketers Need to Know From Mary Meeker’s Internet Trends Report 2016
JUNE 7, 2016
In 16 years, eCommerce sales have risen from less than 2% of retail sales to 10% of retail sales. Why It Matters: As the internet continues to grow as a retail distribution channel, guess what is growing in tandem? …And Customer Satisfaction Rewarded with Loyalty. Internet User Growth Is Slowing Down. The number of new Internet users worldwide is diminishing.
Top Ways to Utilize Mobile Marketing and Payment Options Today
APRIL 22, 2016
This works incredibly well not just for retail outlets but also places like restaurants and coffee shops at busy times of day. Loyalty information can be tracked and stored in mobile applications each time that shoppers make a purchase using a smartphone, rather than on external cards that customers have to keep on them at all times. Take Payments Anywhere, Anytime.
4 Lessons from Responsive Design for CMOs
Buzz Marketing for Technology
FEBRUARY 12, 2014
For a big-box apparel retailer, for example, free shipping can prove effective in rewarding high-value customers and cultivating loyalty among a brand’s average customers. This tactic can help you optimize the customer experience to drive customer engagement, loyalty, conversions and revenue consistently for the long haul. Rule #1: Don’t Become Complacent. touch, swipe).
3 Reasons Online Customers Never Return
Buzz Marketing for Technology
MARCH 13, 2013
It doesn’t take a record-breaking holiday shopping season to realize that most online shoppers are vulnerable to the advances of competing online retailers. But when it comes to a decline in return customers, blaming a lack of customer loyalty on the competition is the easy way out. And from there, put a plan in place for increasing customer loyalty. Posted in Personalization.