Let's Talk About Access - The September 23 Customer Engagement Recap

Posted by Brandon Carter on Sep 23, 2016 10:35:00 AM

The News, Views, Insights, and Opinions affecting consumer engagement 

That You Need to Know

 

In this week's customer engagement recap:

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Topics: Customer Engagement, consumer trends

How Blogging Can Boost Your Customer Engagement and Retention

Posted by Brandon Carter on Sep 20, 2016 8:08:00 AM

Don't worry, this isn't another internet marketing guilt trip about why you should be blogging.

Well, at least it isn't a guilt trip.

Most internet marketing folks will tell you to blog because it helps bring in new leads and improves search engine rankings. It's a way of inserting yourself into a conversation.

Blogging does those things, for sure.

But I believe a blog can be just as powerful in helping build relationships with your current customers.

But how?

Here are five ways you can use your blog to build better relationships with customers and members.

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Topics: Customer Engagement

Oh, Did Apple Announce Something? - The September 16 Customer Engagement Recap

Posted by Brandon Carter on Sep 16, 2016 10:37:00 AM

The News, Views, Insights, and Opinions affecting consumer engagement 

That You Need to Know

 

In this week's customer engagement recap:

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Topics: Customer Engagement, consumer trends

What are the Biggest Reasons Why Customers Abandon Brands?

Posted by Brandon Carter on Sep 13, 2016 8:30:00 AM

People fall in love with brands for many reasons.

They're drawn to become loyal through value, performance, branding and their own personal ROI.

Great customer service will also draw in a few people.

But, in sick twist of fate, poor customer service is the overwhelming reason why people abandon brands.

  • 47% of customers would take their business to a competitor within a day of experiencing poor customer service (24/7)
  • 52% of consumers have switched providers in the past year due to poor customer service (Accenture)
  • Once a customer experiences what they consider a major customer experience failure, 64% will stop recommending the organization, start looking for an alternative brand or actively disparage the company via word of mouth, social media or other online channels (SDL)
  • 70% of customers cite poor customer service as a reason for not buying from a brand (McKinsey)
  • 78% of consumers have bailed on a transaction because of a poor service experience (American Express)

(There are many, many more stats around this field, all found over at our collection of loyalty statistics.)

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Topics: customer loyalty

Things That Belong In Mobile Wallets - The September 9 Customer Engagement Recap

Posted by Brandon Carter on Sep 9, 2016 12:00:00 PM

The News, Views, Insights, and Opinions affecting consumer engagement 

That You Need to Know

 

In this week's customer engagement recap:

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Topics: Customer Engagement, consumer trends

The Awesome, Lesser-Known Benefits of Offering Discounts

Posted by Brandon Carter on Sep 6, 2016 9:00:00 AM

There are many retail pundits who say you shouldn't market your business with discounts. They say you'll damage profitability and bring in a bunch of customers that won't come back (unless you bribe them with yet another deep offer).

What a load of hooey.

When used smartly and strategically, deals and coupons may be the best marketing tool a business has.

This is what we know deals can do:

  • Introduce new customers to your business
  • Generate interest in new products or services
  • Encourage repeat visits
  • Increase business during slow periods
  • Create short-term cashflow in a pinch

We could keep going for a while, but you're welcome to check out our collection of coupon statistics for more info.

But there are more benefits from a discount campaign than just dollars and cents.

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Topics: coupon marketing

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