The Customer Engagement Recap – August 15

By Brandon Carter | Updated on Aug 15, 2014 12:40:00 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:

  • Whole Foods to Test New Loyalty Program
  • Amazon Rolls Out mPOS, Undercuts Fees From Square, PayPal
  • Customer Loyalty is Broken (But Not Dead)
  • Mobile coupon users to pass 1 billion by 2019
  • Customer spends 7 million Air Miles in just a few days
  • Upsell’s Engagement Opportunity
  • JetBlue Named Best Airline Rewards Program
  • Whole Foods to Test New Loyalty Program (Loyalty360)

In the face of growing competition from Trader Joe's & Sprouts, as well as more organic items popping up in Target and WalMart, America's fourth fastest-growing retailer is considering turning toward loyalty programs to keep customers within its confines.


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  • Amazon Rolls Out mPOS, Undercuts Fees From Square, PayPal (PYMNTS.com)

Amazon, who could basically have their own devoted section here in the weekly recap, is launching Amazon Local Register. You know how Google just randomly decides to build an offering for a particular service for seemingly no other reason than the fact they see revenue in it, and because they can? Amazon is venturing into that territory with retailers with this mPOS offering. Whether it succeeds or not, the mere presence of Amazon will cause some level of disruption.

 

Today's loyalty doesn't look like your grandpa's loyalty. Customers are mercenaries when it comes to the brands they select, meaning those brands pay a daily ransom to earn what counts as loyalty these days.

 

  • Mobile coupon users to pass 1 billion by 2019 (Juniper)

While these numbers are definitely optimistic, it's hard to deny the growth of mobile coupons alongside all things smartphone. For more statistics on mobile coupons and coupons in general, click here.

 

  • Customer spends 7 million Air Miles in just a few days (The National)

We're all for avoiding breakage, but this is insane. A man spent ten years earning millions of air miles, then he went on a shopping and vacation binge to redeem the points before a deadline. How can redemption deadlines affect a program? There were five billion miles redeemed in the days leading up to the deadline last year.

 

Upselling is a big industry and a great way to earn a few extra bucks on each sale. But it's a also a huge missed opportunity to earn those dollars while enhancing the customer relationship.

 

  • JetBlue Named Best Airline Rewards Program (Loyalty360)

US News & World Report gave JetBlue's TrueBlue rewards earned a sizeable edge over Southwest Rapid Rewards and Alaska Airlines Mileage Plan. The effect of having no deadlines on your points? For JetBlue at least, first place in the industry.

 

Topics: Customer Engagement, Customer Incentives, Ongoing Incentive Programs, Mobile Coupons, Discount Programs, Payment Card Rewards, 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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