The Customer Engagement Recap – October 10

By Brandon Carter | Updated on Oct 9, 2014 11:06:00 PM

 

customer engagement - october 10Finish 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:

  • Red Bull Has To Give Everyone Free Money Because It Doesn’t ‘Give You Wings’
  • AT&T to refund $80 million in settlement of mobile cramming case
  • How to Help Employees Win in the New Work/Life Era
  • Consumers are Tired of Jerks; Here's Why That Matters to You
  • 80 Percent Of Female Restaurant Workers Say They've Been Harassed By Customers
  • Customers Can Keep The Tip — Which Might Please Restaurant Workers
  • Red Bull Has To Give Everyone Free Money Because It Doesn’t ‘Give You Wings’ (Junkee)

After a summer full of every business getting hacked, it's oddly refreshing to see a simple, old fashioned class action settlement classify as "bad news." The key takeaway here is Red Bull as a brand is so in tune with their customer base that a good portion of those $10 payouts will go right back into their coffers. Crush it, bros.

  • AT&T to refund $80 million in settlement of mobile cramming case (LA Times)

Unlike Red Bull's fairly silly lawsuit settlement, AT&T's sentence is fairly punitive. It's a great example of the changing business times, where the old ways of pushing profits aren't going to fly with customers any longer.

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Maybe the most overlooked aspect of building customer loyalty is employee engagement. In a world where the lines between work and life are blurred erased, it's going to be even more difficult to keep people on your side. We see the key as making sure employees feel like they're winning (no Charlie Sheen reference intended).

 

As we mentioned earlier, bad or underhanded business practices are going to be dragged into the light, and the news will spread. The good news: the old adage about an upset customer telling 10 people and a happy one telling 2 is flipped. Customers who feel good about how they're treated can tell the world in a few simple clicks. So be nice.

 

  • 80 Percent Of Female Restaurant Workers Say They've Been Harassed By Customers (Huffington Post)

No, really, be nice. It goes for everyone, not just businesses.

 

  • Customers Can Keep The Tip — Which Might Please Restaurant Workers (ideastream)

Here's an idea that could prove disruptive: paying restaurant staff a fair wage and eliminating the need for tips. Would this make you more likely to visit a sit-down restaurant due to no tipping, or do you think service will suffer without the tip incentive? Would love to hear your thoughts in the comments, or tweet us @AccessLoyalty.


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Topics: Customer Engagement, Employee Discount Programs, Customer Incentives, Viewpoints, employee engagement, Weekly Recaps, consumer trends

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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