The Customer Engagement Recap - January 29

By Brandon Carter | Updated on Jan 29, 2016 12:36:19 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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  • Millennials + Money: The Unfiltered Journey (Facebook)

Debt. Millennials have loads of it, and getting rid of it is their top money priority. Despite the fact it's a common accusation lobbed at them, "buying nice things" is the lowest on the Millennial financial priority totem pole. It may have been true when they were in college and still on the parent dole, but reality has arrived.

Another big takeaway from this piece: banks appear to be failing this generation. Badly.

  • Researcher: Loyalty platforms a must for millennials (Fast Casual)

Correlating the above article is this one, which claims 96% of Millennials use restaurant loyalty programs. Tucked inside are a few clear indicators of where this generation stands: 51% join to get quick rewards, and the most desired reward is discounts. 

We built a one-minute survey about future plans for customer loyalty. You can take a minute to fill out an anonymous survey, right? We'll report back on the results in a week or two.

  • The Southwest Rapid Rewards Points Disaster: A Cautionary Tale (Consumerist)

Just like last year's Sephora kerfluffle, this is an example of an otherwise sterling brand overpromising and underdelivering - a loyalty program no-no. 

Last week we proclaimed the push notification to the best thing to happen to mobile app marketing since...well, mobile app marketing became a thing. Push notifications are so effective, in fact, that they pose a serious threat to workplace productivity and engagement. Smartphones are still primarily a positive in the office, but they must be utilized smartly, or else they're not much different than a nagging child desperate for you to pay some attention to them. 

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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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