The Customer Engagement Recap - April 24, 2015

By Brandon Carter | Updated on Apr 24, 2015 11:00:00 AM

Customer_Engagement_Recap_-_April_24

 

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: Smartphones Reach Nearly 77 Percent Penetration In US
  • Starbucks shatters expectations, money-making loyalty membership grows to more than 10 million
  • Amazon’s Twist On Travel
  • What is the Definition of Customer Engagement?
  • Project Fi: Google Teams Up With T-Mobile And Sprint To Unleash $20/Month Wireless Service But There's A Catch

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  • Report: Smartphones Reach Nearly 77 Percent Penetration In US (Marketing Land)  

All things continue to point to growing mobile-centricity. Besides the fact we could have 80% smartphone adoption among mobile subscribers by year's end, Google cracked down on mobile-unfriendly sites this week and desktop sales are going in the tank. Yep, time to build that app or optimize that site, friends. 

 

Speaking of building a mobile-friendly business, everyone would do well to emulate what Starbucks has done. In-app ordering, payments, tips, free music, mobile coupons, and gift cards - it's like a mini-store in your phone. Also, the company's loyalty program has become a primary profit driver, with members spending three times as much as non-members. 

 

  • Amazon’s Twist On Travel (PYMNTS)

We can't mention Starbucks without dropping in Amazon news as well. If there were something T-Mobile to talk about, we'd have covered the current holy trinity of customer engagement superstars.

 

Speaking of customer engagement, many more folks are coming around to the idea of engagement as a precursor to (or in some industries, a replacement for) loyalty. But no one has really nailed down exactly what it is. Here's our thoughts on the matter. 

 

  • Project Fi: Google Teams Up With T-Mobile And Sprint To Unleash $20/Month Wireless Service But There's A Catch (Tech Times)

Yeah right like we'd mention Amazon and Starbucks without bringing in T-Mobile (and bonus baby Google)! We'll save you a click: the catch is you need to own a Nexus 6 phone (and early users are being selected via lottery).

 

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Topics: Customer Engagement, 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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