The Customer Engagement Recap: July 25

By Brandon Carter | Updated on Jul 25, 2014 4:01:00 AM

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:

  • Amazon Wallet: Gift Card Central For the Everything Store
  • Family Kicked Off Southwest Flight Because Of Dad’s Tweet
  • Coupons: Your Secret Weapon to Reach the Wealthy, Millennials
  • Wal-Mart’s New U.S. Chief Faces Empty Shelves, Grumpy Shoppers
  • Walgreens’ Balance Rewards for Healthy Choices Includes Behavior Change Training
  • Amazon Wallet: Gift Card Central For the Everything Store (Gizmodo)

Amazon, who could probably have their own recurring section in our recap thanks to their huge customer base and propensity for pushing the envelope, is now launching a mobile wallet. Of sorts. Aite Group analyst Ron Shevlin sums up the reaction to their latest offering, and why adoption just isn't happening yet.
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  • Family Kicked Off Southwest Flight Because Of Dad’s Tweet (Consumerist)

Southwest, who seems to be nearly flawless in an industry full of constant customer service gaffes, is receiving major blowback after this story hit the wires. As Consumerist noted, it's great to get a swift reaction from a company after complaining online...but probably not like this.

 

Who are the most avid coupon users? Despite preconceived notions, it isn't mothers or the poor. Millennials and the wealthy are constantly in search of a deal, and have zero qualms about using a coupon if it means they can save a few bucks.

 

  • Wal-Mart’s New U.S. Chief Faces Empty Shelves, Grumpy Shoppers (BusinessWeek)

When the largest retailer in the world changes top dogs, it's big news. When it happens in the middle of slowing sales and customer dissatisfaction, it's potentially very big news.

 

  • Walgreens’ Balance Rewards for Healthy Choices Includes Behavior Change Training (Colloquy)

Balance Rewards added an interesting component - a program for changing personal behavior based on Dr. B.J. Fogg’s "Tiny Habits." Besides making it available to members, Walgreens is also training pharmacists to speak to the philosophy. We think it's a great example of adding value to customers, also known as being able to say something other than "give us more of your money."

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Topics: Rewards Programs, Customer Engagement, Customer Incentives, Discount Programs, Member Benefits, Viewpoints, Weekly Recaps, loyalty programs, 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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