The Customer Engagement Recap – October 17

By Brandon Carter | Updated on Oct 16, 2014 11:59:00 PM

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:

  • Down With Cable! Why HBO Is Finally Launching a Standalone Streaming Service
  • You’ll Betray Your Favorite Brand Pretty Easily
  • Will Big Data Impact Customer Loyalty?
  • J Sainsbury’s shows how to destroy customer loyalty with your own loyalty scheme
  • Starbucks Holiday Promo: Free Drinks For Life, Or At Most 30 Years
  • Down With Cable! Why HBO Is Finally Launching a Standalone Streaming Service (Wired)

Cord-cutting (or the practice of going without a cable/satellite provider) is already growing. Now with HBO launching their own standalone service in 2015 (and CBS following close behind), the dawn of internet-enabled À la carte television may finally be nigh. That's 100 million Americans who could be in the market for individual packages very, very soon.

 

  • You’ll Betray Your Favorite Brand Pretty Easily (New York Mag)

The fact that people aren't all that loyal to brands isn't breaking news. The results of a recent study show some potential unique factors as to why: Take away someone's preferred brand and give them a reasonably close alternative, and their desire for the preferred brand declines. Conversely, brand desire increases when no alternative is in place to meet the need.

 

"Big Data" has been hyped for years now, but with minimal results. Regardless of where it goes, it won't change the basics of what every company has to do to earn customer loyalty.

Farm Bureau Member Benefits

  • J Sainsbury’s shows how to destroy customer loyalty with your own loyalty scheme (Diginomica)

Perhaps the best indicator of loyalty programs' effectiveness, or at least their popularity with consumers, is the blow back when a program makes significant alterations to its program. In this case, the popular UK grocer cut their points scheme to one point per Euro spent from two points. People were not pleased, to say the least.

 

  • Starbucks Holiday Promo: Free Drinks For Life, Or At Most 30 Years (Consumerist)

Pay with your Starbucks card or mobile app this fall and you may just win free coffee for life (or 30 years). Great promotion to drive usage of their already-popular app. Just watch out for the winners and their endless espresso IV drips.


2016 loyalty stats

Topics: Customer Engagement, Weekly Recaps, consumer behavior, 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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