The Customer Engagement Recap – May 23

By Brandon Carter | Updated on May 22, 2014 11:47:00 PM

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Finish off this 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:

  • EBay asks 145 million users to change passwords after cyber attack
  • Customers unhappy with TV and ISP services, survey shows
  • Citi's points to be used for online bill payments
  • The Two Types of Loyalty, and How to Earn Them
  • The Shame of Being an Early Mobile Wallet User
  • EBay asks 145 million users to change passwords after cyber attack (Reuters)

eBay joins a long list of online retailers and websites to be compromised recently, as millions of users' data was hacked months ago. Ironically, once you get that password updated, you may actually be able to go in and bid on the plundered data, which has been allegedly placed on sale.

 

  • Customers unhappy with TV and ISP services, survey shows (CNBC)

According to the most recent American Customer Satisfaction Index polls, these are industries people are more satisfied with than their internet and television service providers:

  • Pet Food
  • Hospitals
  • Local utilities
  • Airlines (barely)
  • The US Postal Service
  • Banks (barely)
  • Cigarettes

 

  • Citi's points to be used for online bill payments (Wise Marketer)

In a smart move that encourages usage (remember, breakage is bad), Citi's ThankYou Rewards members can redeem points to pay off bills. The more companies are able to apply tangible value to this "found" currency, the more it'll pay off in terms of loyalty and engagement.

PowerDeals by Access

Not all loyalty is created equal. There's a loyalty based largely on convenience, then a much deeper, Barry White "Never Gonna Give You Up," emotional loyalty. Both are good, but one is so, so much sweeter than the other. We explain and offer a few tips on how to earn emotional loyalty.

 

True story: Around 2008 I tried to use a mobile coupon at a fast food joint in a tiny Utah town. I may as well have asked them to solve the Mandelbrot set. Ten minutes in, basically every employee of the restaurant is huddled around my phone, and I was begging them to just hand it back to me and charge full price for my tacos. The people behind me in line let me know they too felt the same way.

TL;DR: Being an early adopter has some serious drawbacks.

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Topics: Rewards Programs, Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Payment Card Rewards, Member Benefits, Viewpoints, Weekly Recaps, loyalty programs, microredemption, 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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