The Customer Engagement Recap – September 26

By Brandon Carter | Updated on Sep 25, 2014 11:57:01 PM

customer engagement

Finish off this week with the news (and news you may have missed) that's going to impact your customers in the coming weeks and months.

In this week's customer engagement recap:

  • US Bank Refunding $48M to Credit Card Customers
  • Why “Nice” Business is Now Very Good Business
  • Americans abandoning airline loyalty programs
  • Study says loyalty program data is not secure enough
  • You Are Now Watching 93 Minutes Of Netflix A Day, You Lazy Bum
  • US Bank Refunding $48M to Credit Card Customers (AP)

US Bank is the latest bank to be hit with fines and forced refunds after charging over 420,000 cardholders for credit monitoring services that were never rendered. A timely piece of news, considering...

 

Businesses used to get away with all sorts of underhanded and sloppy behaviors. Now, everyone is at the behest of an informed and (often) angry consumer base that just doesn't want any part of the old ways. The bright side is they love businesses that are transparent, responsive, and nice.


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Rising prices and too much fine print is killing not just participation in airlines programs, but overall airline loyalty. 38% of travelers now select their airline based on price alone. For more useful loyalty stats, check out our massive collection here.

 

In a day and age where data breaches are becoming more frequent, loyalty programs seem to be an obvious target because of their wealth of data and contact info (if not necessarily payment info). But just 33% of frequent travelers feel like their data is safe. What we're trying to say is FFP and other travel programs are treading some dangerous ground at the moment.

 

  • You Are Now Watching 93 Minutes Of Netflix A Day, You Lazy Bum (Consumerist)

For the record, that insult in the headlines is from the Consumerist, not Access. We think you're great and there's nothing wrong with going through the entire Breaking Bad catalog in a weekend. Nothing at all.

Topics: Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Viewpoints, Weekly Recaps, customer loyalty

Written by: Brandon Carter

Brandon is a writer and marketer for Access Development. He's a frequent blogger on customer and employee engagement & loyalty, consumer trends, and branding.

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