The Customer Engagement Recap – November 14

By Brandon Carter | Updated on Nov 14, 2014 1:21:00 AM

Customer Engagement Recap

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:

  • Black Friday doesn't have the best deals
  • UPS Braces for Online Shipping Surge With New Delivery Tactics
  • What Consumers Want From Brands This Holiday Season
  • Cheap gas will goose spending by 6%, analyst sees $52B in savings
  • Finding the Right People at the Right Time: Coupons and Loyalty Programs
  • Black Friday doesn't have the best deals (USA Today)

Ignore the title; the takeaway is this: Every day between now and Christmas is Black Friday and Cyber Monday. Merchants are rolling out Pre-Black Friday sales and Post-Cyber Monday sales. In fact, according to Adobe, prices will collectively hit their low point on Thanksgiving Day. If consumers are willing to look around, they're going to find deep deals on what they want to buy, any day of the week.


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  • UPS Braces for Online Shipping Surge With New Delivery Tactics (Bloomberg)

Remembering last year's shipping disasters, UPS is considering a few unique approaches, ranging from bundling packages across multiple retailers, new routes, and alternative pickup locations. Good ideas, since they're projecting over 585 million packages will need to be delivered in December.

 

Consumers, normally well-behaved and thoughtful, will turn into zombies for the next two months. Instead of human brains though, they're on the hunt for deals. It doesn't matter where the deals come from, either, which basically means those zombies are free agents and potentially future loyal customers to wherever they find brains er we mean deals.

 

  • Cheap gas will goose spending by 6%, analyst sees $52B in savings (NY Post)

They're giving the zombies cheap gas, which means they'll want even more brains we mean deals! (No really, lower gas prices could mean as much as $50 extra per person to spend)

 

  • Finding the Right People at the Right Time: Coupons and Loyalty Programs (Access Loyalty Blog)

One of the common issues merchants have with coupons is how to make sure they connect with a NEW customer at the moment that customer is looking to make a purchase. And it's a valid concern - one that's alleviated in part by partnering with loyalty programs, which gives the comfort of a closed (re: not public) network full of new and inspired customers.

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Topics: Customer Engagement, Customer Incentives, Discount Programs, Viewpoints, deals, Consumer spending, Weekly Recaps, coupons, 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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