The Customer Engagement Recap – August 29

By Brandon Carter | Updated on Aug 29, 2014 3:11:00 AM

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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:

  • Report: Data Breaches Have Negative Impact on Customer Loyalty
  • Consumer Sentiment in U.S. Unexpectedly Increased in August
  • US consumers pare spending as income growth slows
  • The Close Ties Between Employee Benefits and Confidence
  • Workers cheer restored Market Basket CEO
  • Mobile research under threat as consumers 'go dark'
  • Report: Data Breaches Have Negative Impact on Customer Loyalty (Colloquy)

In "news that should come as a surprise to no one," a survey shows that 65% of adults (54% of Americans) aren't too keen on buying from companies after a financial data breach. In a day and age when it seems there are only about 10 companies left who haven't been hacked, this is a legitimate, growing concern on many different levels.


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  • Consumer Sentiment in U.S. Unexpectedly Increased in August (Bloomberg)

Great news! Hey, how about spending?

 

  • US consumers pare spending as income growth slows (CNBC)

Oh. So people are feeling a little bit better about the state of things, but it isn't necessarily resulting in more spending. Though the spending report is a bit behind the confidence report, this is a trend that will likely continue for a while - even when personal economic standings improve, there are two generations in the marketplace now with a level of frugality baked into their DNA.

 

Speaking of confidence, it's something employees need to completely buy into their employers. Benefits play a major role in employee perception and happiness - maybe a bigger role than you think.

 

  • Workers cheer restored Market Basket CEO (AP)

For those of you not following along, the Market Basket chain ousted longtime CEO Arthur Demoulas, only to watch a large percentage of employees strike to protest the decision. Odd as employees striking in defense of a CEO sounds, it worked. Demoulas was reinstated this week after six weeks. Talk about the power of loyalty!

 

Just as geocommerce is beginning to take off, many consumers are backing away. Whether it's the common resistance to marketing, paranoia of snooping from third parties or some combination of both, the burden is going to be on the companies utilizing these techniques to prove they can do so responsibility and at the consumers' benefit. Here are some of our thoughts on the opportunity that lies in wait for geolocation marketing.

 

Topics: Customer Engagement, Employee Discount Programs, Viewpoints, Consumer spending, Weekly Recaps, consumer behavior, loyalty programs

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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