The Customer Engagement Recap - January 9, 2015

By Brandon Carter | Updated on Jan 9, 2015 6:30:00 AM

Customer_Engagement_Recap_-_January_9

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:

  • Low Gas Prices Drive A Holiday Retail Sales Surprise
  • J.C. Penney, Macy's to shut stores, lay off scores
  • 6 Engagement Metrics that Reveal Customer Loyalty
  • Dish's new Sling TV Internet TV service starts at $20, features ESPN, Disney Channel, CNN, TNT, and other channels
  • How Better Member Benefits Communicate the Real Value of an Association
  • GameStop: Industry Needs Market For Used Downloads If It Wants To Keep Charging $60

 

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  • Low Gas Prices Drive A Holiday Retail Sales Surprise (IBD)

Retail sales were up 5% over the past year, thanks to all that cheap gas. It was a holiday spending season so good it inspired themed quotes from analysts like, "Santa delivered this holiday..."

 

  • J.C. Penney, Macy's to shut stores, lay off scores (USA Today)

Santa definitely didn't deliver for around 4,500 Macy's and J.C. Penney employees, despite both chains exceeding expectations for the holiday season. 

 

Most people aren't even certain exactly what loyalty means, much less put some sort of measurement to it. One idea: start measuring engagement, specifically these six measures. 

 

  • Dish's new Sling TV Internet TV service starts at $20, features ESPN, Disney Channel, CNN, TNT, and other channels (CNet)

We've been following the cordcutter movement quite closely, waiting for the dam to break and open up the streaming/a la carte world to the 100 million pay TV subscribers. Netflix started the fracture, HBO Go going independent added another, now Dish's new offering - featuring live sports, the white rabbit of cordcutters - may totally break the whole thing open. 

 

  • How Better Member Benefits Communicate the Real Value of an Association (Access Loyalty Blog)

Associations: your members think you're great, but when it comes time to cut down on expenses, you're going to be on the chopping block unless you have some great benefits. 

 

  • GameStop: Industry Needs Market For Used Downloads If It Wants To Keep Charging $60 (Consumerist)

Speaking of industries adjusting to new, online-focused models, GameStop says that gamers will eventually cease paying big bucks for titles if a viable resale market isn't created. Apple and Amazon have filed patents related to such a thing, if it ever truly comes to fruition. 

 2016 loyalty stats

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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