Department Stories- The August 26 Customer Engagement Recap

By Brandon Carter | Updated on Aug 26, 2016 2:00:00 PM

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The News, Views, Insights, and Opinions affecting consumer engagement 

That You Need to Know

 

In this week's customer engagement recap:

Farm Bureau Member Benefits

  • Can J.C. Penney Emerge and Regain Lost Brand Loyalty? (Loyalty360)

It was just a couple years ago that a new executive was taking over JCP and declaring that the company was going clean from the "drug" of couponing. Without deals in hand, customers also checked out. Today, the company reversed course and is now trying to win customers back at a time that department stores are struggling. While these stores may never get back the differentiation that's now owned by Amazon, they're on the right track by doubling-down on multichannel engagement tactics. 

Still waitin' on that loyalty program, though.

Is it unethical to use an ad blocker? Maybe. Probably. But what drove people to use them? Marketers and hackers wrecked the experience with their ads. The value and placement of them didn't stand on their own, so they selected more desperate measures to earn attention. As a result, it's harder than ever to get the attention of the distracted consumer. This article outlines where brands need to go to get the attention spans back on them.
  • Kohl’s adapts the customer experience to the evolving consumer (NRF)

JC Penney could quite possibly be following Kohl's lead. The department store has gone all in on digital, including mobile payments and mobile loyalty cards. It feels odd to say that in 2016, they're still probably well ahead of the curve on that adoption. But they're there and not just waiting, but actively trying to draw people in. Novel concept.

We're big fans of building things people can actually use (see next bullet). It's smart marketing. The Loyalty Truth folks have put together a big list of loyalty and engagement-related conferences in the US and abroad. Worth a bookmark.

Just a heads up that we added 50+ data points to this growing collection. Go check em out!

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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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