"Loyalty: You're Doing It Wrong" - The Customer Engagement Recap - February 5

By Brandon Carter | Updated on Feb 5, 2016 2:30:00 PM

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The news and trends affecting consumer engagement that caught our eye this week. 

 

In this week's customer engagement recap:

 

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  • Got a Minute? How Our Use of Communication Apps Changes by the Hour (Nielsen)

We're constantly looking into how people are spending their smartphone time. We've already pointed out what an important tool push notifications are, and don't worry - that SnapChat training you've put is probably going to pay off at some point.

  • Loyalty Program Drivers: Is Your Financial Institution in it for the Right Reasons? (Loyalty360)

Loyalty programs: You're doing it wrong -

Financial institutions rank customer acquisition as the No. 1 objective for their loyalty programs. 

Back in November we published a big collection of holiday spending predictions. This is the follow-up to that post, with some harsh realities (or, big opportunities for optimists) in store for brands.

  • U.S. Employers Are Making Americans’ No-Vacation Nation Problem Worse (Skift)

Employee engagement: You're doing it wrong. (Check out this piece on just how important engaged employees are)

  • Amazon Plans Hundreds of Brick-and-Mortar Bookstores, Mall CEO Says (WSJ)

From one to 400. That's what Amazon has in mind for a new chain of bookstores, an industry that has seen a ton of attrition in the last ten years. Now that there's really only one giant standing, Barnes & Noble, Amazon is ready to weigh in. It's worth noting that there is still plenty of growth in the industry, particularly among smaller bookstores.

Note: The source on this story has since backtracked

  • American Airlines Says Premium Seats Will Be the Next Frontier in Ancillary Fees (Skift)

Ancillary revenue: You're doing it...well, it could be done better.

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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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