The Customer Engagement Recap - August 28, 2015

By Brandon Carter | Updated on Aug 28, 2015 1:30:00 PM

Customer_Engagement_Recap_-_August_28

Finish off this week with the headlines (and news you may have missed) that will impact consumers in the coming weeks and months.

 

In this week's customer engagement recap:

  • A Happy Holiday Season Expected For Retailers
  • US Consumers Continue to Turn Off Pay TV Subscriptions
  • Ancillary Revenue: Moving from Extra Fees to Extra Value
  • Teens are shopping more like their parents
  • Loyalty Programs Gone Bad: When Loyal Customers Become Your Biggest Detractors

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  • A Happy Holiday Season Expected For Retailers (eMarketer)

Retail sales are expected to have their biggest jump since 2011. Much of that growth is in anticipation on mobile payment adoption, which as we've seen, is still a dicey proposition. But for now, all signs point to a good winter. 

 

  • US Consumers Continue to Turn Off Pay TV Subscriptions (eMarketer)

And there's only lumps of coal left over for the paid TV providers, as consumers continue cutting cords. 

 

Ancillary revenue, or those add-on purchases airlines and travel providers try to upsell during the booking process, has quickly become crucial to the success of those companies. The problem is, most of what they ask people to pay for used to be free - checked bags, for example. We've built a product with destination-specific savings that consumers can actually get excited about. 

 

Our parents are going to so mad about this. Previous generations of teens were brand obsessed, and cared little that they begged their folks for $150 sneakers and jeans. This generation of teens looks for sales and has little regard for brands. They're even reusing last year's clothes. 

It's okay to feel that guilt you feel. Call your parents and apologize for teenage you, if you can. 

 

  • Loyalty Programs Gone Bad: When Loyal Customers Become Your Biggest Detractors (Access Loyalty Blog)

Sephora has taken a beating in the past couple weeks after their Epic Rewards Day fell flat. There are lessons to be learned about passionate customers feeling misled, but Sephora deserves credit for pushing usage and redemption - something most points programs are allergic to. They'll rebound. 

 

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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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