The Customer Engagement Recap - January 30, 2015

By Brandon Carter | Updated on Jan 30, 2015 9:34:17 AM

Customer_Engagement_Recap_-_January_30

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:

  • Google’s Wireless Service: sooner than later
  • Four Steps to Retain Coupon Customers
  • PRIME MEMBERS DRIVING AMAZON’S SALES GROWTH
  • SHAKE SHACK EXPLODES
  • What Millennials Want (in the Workplace): More Compensation
  • Comcast bill changes customer’s first name to “A—hole”

 

Farm Bureau Member Benefits

  • Google’s Wireless Service: sooner than later (SlashGear)

This is a rumor that seems to pop up about once every couple years or so, and it's always intriguing. Much like their Fiber service, it's not hard to imagine Google disrupting an industry full of long-entrenched behemoths - especially when you consider the reported $10 billion they just handed SpaceX for Wifi satelites

 

Coupons are known to be effective at bringing new customers into a new business. Keeping those customers coming back, coupon or not, is entirely dependent upon the business experience. Here are a few tips to help turn a deal-seeker into a loyalist.

 

  • PRIME MEMBERS DRIVING AMAZON’S SALES GROWTH (PYMNTS)

According to new research from Customer Intelligence Research Partners, Amazon's beloved Prime program is very, very effective:

The data shows that Amazon Prime membership, which has hit 40 million, now spends an average of $1,500 a year, compared with $625 for non-members. Of its customer base, the figures show 45 percent of Amazon users are Prime members.

 10 million customers joined the program during the 2014 holiday season. Prime is a great example of a loyalty program that unabashedly offers relevant value, to the point where its members - who pay $99 or so per year - feel like they're getting one over on the company.

 

Meanwhile, in slightly misleading headlines... (Really though, it's odd to see a burger fast food joint do so well in an era of growing consumer health awareness.)

 

Surprise! Millennials want more money, just like every other generation in the modern workplace. The good news? Fair compensation is just part of the equation with the youngest crowd, who also place high value on benefits and employee perks

 

  • Comcast bill changes customer’s first name to “A—hole” (Ars Technica)

FYI: This is not an advisable policy for customer retention. It also furthers a point we've made a few times that can't be repeated often enough: every member of an organization has to buy in on great customer service, from the top executive allll the way down to the bottom. 

 

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Topics: Customer Engagement, Member Benefits, 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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