The Customer Engagement Recap – February 28

By Brandon Carter | Updated on Feb 28, 2014 12:12:00 AM

customer engagement Feb28Finish off your award-winning week 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:

  • Retail customer satisfaction improves for a third consecutive year
  • Connecting Through the Clutter: Stay Ahead of Consumers to Win in Today’s Fragmented Markets
  • Mt. Gox Doc Spells Doom As Bitcoin Leaders Speak Out
  • Millennials and Money: The Statistics You Need to Know
  • New iOS flaw makes devices susceptible to covert keylogging, researchers say
  • Ben & Jerry's Just Changed the Ice Cream Game in a Major Way

 

The American Customer Satisfaction Index comes back with positive news for the beleaguered US retail sector: it experienced gains in customer satisfaction for the third straight year. The culprit? Better customer service (naturally) and deep discounts. Oddly enough, the entire category was weighed down by a decline in satisfaction with online retailers.

 

  • Connecting Through the Clutter: Stay Ahead of Consumers to Win in Today’s Fragmented Markets (Nielsen)

Nielsen swoops in with a Lee Corse-style "Not so fast my, my friends!" on the satisfaction index. They note that although satisfaction is up, trips to retailers and basket size are down, with the exception of two types of retailers: online sales (up 8%) and dollar stores (3%). The biggest shocker:

In the U.S., the average brand loyalty level, across a subset of categories, is 22 percent, meaning 78 percent of consumers are not loyal to a particular brand!
  • Mt. Gox Doc Spells Doom As Bitcoin Leaders Speak Out (PYMNTS.com)

In case you haven't been paying attention, that headline isn't referring to something that happened at the weekly LARPers meeting. In a crushing blow to Bitcoin, news broke this week when Mt. Gox, the currency's largest trading site, suddenly shut down amidst disappearing currency. The result is millions of dollars left in thin air, and quite possibly the end of the currency as a whole.

Millennials aren't as much of a mystery as we've been led to believe. We don't know a ton yet, but we do know they're into saving money when they can to pay off the debt they're almost all stuck with.

 

  • New iOS flaw makes devices susceptible to covert keylogging, researchers say (Ars Technica)

In news that could affect millions of loyal iPhone users, a security flaw has been discovered in recent versions of iOS. Will this put a dent into the unbridled loyalty that keeps Apple at the top of the list of companies with the highest loyalty?

 

  • Ben & Jerry's Just Changed the Ice Cream Game in a Major Way (Hello Giggles)

We'll just leave this here:

ice cream with jam

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Topics: Customer Engagement, Customer Incentives, Mobile Coupons, Member Benefits, Viewpoints, Access Development, IPhone, Weekly Recaps, Retail, Ice cream, Bitcoin, coupons, Generation Y, Mt. Gox, IOS, customer loyalty, United States

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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