The Customer Engagement Recap – February 21

By Brandon Carter | Updated on Feb 20, 2014 11:11:00 PM

customer engagement feb 21

Curl up with the most important news (and news you may have missed) from the customer engagement and loyalty marketing world.

In this week's customer engagement recap:

  • WhatsApp’s dynamic growth, user loyalty spurred Facebook’s $19 billion purchase
  • T-Mobile announces BlackBerry Loyalty Reward of up to $250
  • Why Manufacturers Are Shifting Their Focus From Products To Customers
  • Dear Five Guys: Don’t Copy Customer On E-mail Where You Call Him A “Douche”
  • How Better Member Benefits Boost Grassroots Efforts
  • Mobile Banking Trends For 2014

 

  • WhatsApp’s dynamic growth, user loyalty spurred Facebook’s $19 billion purchase (Bloomberg)

Did Facebook buy WhatsApp for $19 billion mostly to keep a growing mobile competitor off the market? The app has 450 million devoted users, many of whom are outside the borders of the US, and is "the only widely used app we’ve ever seen that has more engagement and a higher per cent of people using it daily than Facebook," according to Mark Zuckerberg.

 

  • T-Mobile announces BlackBerry Loyalty Reward of up to $250 (LA Times)

The giant wireless carrier recently encouraged its BlackBerry users to switch over to iPhones, which didn't sit too well with the folks at BlackBerry. To make amends, T-Mobile is now going to offer customers who trade in their old BlackBerry devices $250 to upgrade to either of two BlackBerry devices, the Z10 and Q10.

But it isn't over. Late yesterday, T-Mobile fired a round back at BlackBerry.

 

  • Why Manufacturers Are Shifting Their Focus From Products To Customers (Forbes)

This sector is manufacturin' some customer loyalty initiatives. Okay, we're sorry about that joke. But it is interesting to see how some companies are mixing in customer-centric processes into every nook and cranny of their operations.

 

  • Dear Five Guys: Don’t Copy Customer On E-mail Where You Call Him A “Douche” (Consumerist)

Oy. File this one under, "We've all been there." By that we mean accidentally copying people in on email conversations, not calling customers colorful things. But, as the article shows, a swift, genuine response can help any business recover from even the worst customer fiasco.

 

Access has learned over the years that one of the great benefits of discount programs is when they're used to overcome objections, especially financial. Our education association partners in particular have taken to this tactic, showing potential members how their savings at local restaurants and retailers offsets their dues costs.

 

We like to keep a close eye on the mobile wallets & payments world, what with our gigantic mobile coupon network and all. This piece predicts majors jumps in payments and gamification, and cross-selling.

Finally, if we're talking loyalty, we almost have to mention Canadians and their love for hockey...

 

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Topics: Rewards Programs, Customer Engagement, Customer Incentives, Mobile Coupons, Discount Programs, Member Benefits, Viewpoints, facebook, mobile wallet adoption, Access Development, IPhone, Weekly Recaps, T-Mobile, loyalty programs, customer loyalty, BlackBerry

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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