The Customer Engagement Recap - April 3, 2015

By Brandon Carter | Updated on Apr 3, 2015 9:00:00 AM



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:

  • Tech execs take a stand against pro-discrimination laws
  • Amazon's Dash button--Not an April Fools' joke
  • The Scientific Benefits of Saving Money
  • L.L.Bean Boots From Customer Service Champion Pedestal
  • Shopping Mall Occupancy Hits 27-Year High
  • Timeshare: Focus on Relationships for Better Owner Retention

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  • Tech execs take a stand against pro-discrimination laws (CNet)

Regardless of whee anyone stands on the issue, the activism of companies like Salesforce and Apple is unprecedented. We've talked a lot about the need for brands to be involved in causes, but getting involved in political battles that have passionate defenders on either side is bold.

Most interestingly, there appears to be zero financial incentive - in fact, every company involved knows they risk alienating a portion of their customer base. 


  • Amazon's Dash button--Not an April Fools' joke (USA Today

amazon_dashI'm still not convinced this isn't an April Fool's joke. On one hand, the idea of being able to hit a button on my washer to automatically order more detergent is so enticing. On the other hand, what if I push that button on a day when the price for that detergent is doubled? Oh, hey here's an article saying why it's brilliant and another claiming it'll flop. Either way, it's a cool implementation of the Internet of Things we've all been discussing recently. 


Coupons and loyalty rewards aren't just neat to have - they have tangible, measurable benefits for the people who use them to save money.


  •  L.L.Bean Boots From Customer Service Champion Pedestal (Forbes)

Speaking of Amazon, this survey shows that it's the most beloved brand among consumers. The longtime success of the brand is a testament to build a company on a foundation of customer-centricity at all costs. Amazon has done the same, but LL Bean is the OG, having served customers in basically the same way since 1912. 


  • Shopping Mall Occupancy Hits 27-Year High (PYMNTS)

When was the last time you went into a mall? I walked into one last week for the first time in at least five years, and while the same loitering, One Directionish-coiffed teenagers were still there, I forgot how convenient it is to have so many different types of retailers together in one location. It was like Amazon, but offline! Considering the majority of us still prefer to shop in-store, it's not surprising that malls continue to ride high. 


The Timeshare industry has a huge opportunity ahead with a generation of value-conscious, experience-hungry consumers. To take advantage of it, the industry is going to have to shift away from some of the practices and focus on delivering just that: amazing experiences at value prices. 



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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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