The Customer Engagement Recap: August 1

By Brandon Carter | Updated on Jul 31, 2014 11:16:00 PM

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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:

  • T-Mobile shares jump on Iliad buyout offer
  • Mobile Coupon Users to Pass 1 Billion by 2019
  • Bank says thank you; gives customers money, gifts at ATM
  • Go Local: Consumers Still Devoted to In-Store Spending
  • The Ultimate Act of Employee Loyalty: Risking Your Job to Save Your CEO
  • T-Mobile shares jump on Iliad buyout offer (USA Today)

Ignore the headline - the big news in here is T-Mobile gained another 1.5 million customers during Q2. While still a distant fourth am0ng the major carriers, the company's "Uncarrier" tactics are connecting with consumers. Smart business lesson: sometimes it's best to swim in a different direction than all the other fish.

Yes, the headline is serious business as well. A French wireless company is offering $15 billion to enter the US market. That's big news (unless you're Sprint).


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The growth of mobile coupons in loyalty programs and direct relationships with retailers is causing a major surge in redemptions worldwide. NFC and Beacon technologies are next on the docket to push this segment into overdrive - see our take on it here.

 

  • TD Bank surprises customers and scores a viral video hit (CNN Money)

This feels like a first: Canada's TD Bank caused a positive stir this week when they turned one of their ATMs into an "automatic thanking machine" that spat out rather personal gifts for customers. For instance, one woman was given plane tickets to see her cancer-stricken daughter in Trinidad. The result was a promotional video that has over 4 million views.

 

Amazon, Netflix, Spotify, and other online services are great, and they feel like the future. But today the overwhelming majority of consumer purchases take place in-store. The revolution will be streamed, but probably on a TV someone bought in a brick-and-mortar location.

 

  • The Ultimate Act of Employee Loyalty: Risking Your Job to Save Your CEO (TLNT)

This feels like another first: employees of the popular Market Basket chain of stores went on strike last week to protest the ouster of their CEO. Arthur T. Demoulas, or ATD to his employees, was known for being loyal to his employees. Speaking of happy employees, you should take a look at our employee discount programs. It may not inspire employees to walk out after the CEO is canned, but they'll love being able to save money at restaurants and retailers in their community.

Topics: Customer Engagement, Employee Discount Programs, Customer Incentives, Mobile Coupons, Discount Programs, Viewpoints, Access Development, 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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