The Customer Engagement Recap - February 20, 2015

By Brandon Carter | Updated on Feb 20, 2015 9:30:00 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:

  • Walmart employees to get raises
  • The Growing Problem of Unengaged Loyalty Program Junkies (and How to Solve It)
  • A Roadmap for Super-Coalition Loyalty in the US
  • Companies Profit When Customers Suffer


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  • Walmart employees to get raises (USA Today)

It's great to see a corporate titan recognize the importance of employee retention. The net result of this can only be good for WalMart - less turnover, better service, overall improved customer experience, more loyal customers. We expect other retailers to follow suit. 


With the recent release of Colloquy's Loyalty Census, we were awestruck at the rapidly increasing loyalty program membership (3.3 billion in the US) and sagging engagement with those programs (people are active in 42%). Loyalty programs are fun to join, not so fun to stay active with. We think they should go to rehab.  


  •  A Roadmap for Super-Coalition Loyalty in the US (Wise Marketer)

It's been a while since someone had a good take on the idea of a "national alternative loyalty currency." While the idea is worth revisiting due to the growing prevalence of mobile wallets, our aforementioned article on loyalty programs that need to go to rehab is evidence of why it probably won't happen. 



Hey, you guys! Loyalty programs work when they're done right! 


Keeping with our themes of loyalty efforts that work and those that don't, brands are now charging extra for what used to be a standard part of the experience. Protecting profits at the cost of long-term customer loyalty? It's a wonder that 42% active rate Colloquy spoke of isn't higher. 


 2016 loyalty stats

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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