The Customer Engagement Recap - January 16, 2015

By Brandon Carter | Updated on Jan 16, 2015 9:23:01 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:

  • Southwest hit with record $1.6 million fine for stranding passengers on tarmac
  • Nearly 800K Bank of America customers have signed up for Apple Pay
  • What Millennials Want (in the Workplace): More Flexibility
  • Do Not Pay This Man To Mail Glitter To Your Enemies
  • Four Common Traits of Successful Loyalty Programs
  • RESTAURANT OFFERS FREE FOOD TO 'GOOD LOOKING' CUSTOMERS

 

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  • Southwest hit with record $1.6 million fine for stranding passengers on tarmac (CNN Money)

The airline - well known for customer-centricity - was fined after breaking a regulation stating passengers have to be let off a plane within three hours of landing. Since 2009 the FAA has levied $5.24 million in fines against airlines (we're guessing those dollars didn't go to the customers who actually suffered). 

 

  • Nearly 800K Bank of America customers have signed up for Apple Pay (VentureBeat)

It's a great number that shows clear interest in the new mobile payment system, yet it's a small fraction of that 15 million+ mobile banking users BoA claims. See here for some ideas on mobile wallet adoption.

 

Just like every generation to enter the office before them, Millennials have unique wants and needs that the generations in charge may not be entirely familiar with. One of those is their strong desire to set their own schedules. Those meddlin' kids!

 

  • Do Not Pay This Man To Mail Glitter To Your Enemies (Consumerist)

That link about glitter that popped up on your Facebook/Twitter feeds this week about sending glitter to people? Turns out a lot of people actually bought into the service, leading the solo entrepreneur behind it to beg for mercy. Good news: it's still pretty easy to grab your own envelope and handful of glitter. Throw on a stamp and BOOM internet sensation!

 

When it comes to engaging customers and turning Regular Joes into Loyal Joes, loyalty programs have a great track record. Some of them at least. Among the ones that work, we found four common identifiable traits they all seem to share. 

 

  • RESTAURANT OFFERS FREE FOOD TO 'GOOD LOOKING' CUSTOMERS (ABC7)

The premise of the idea if ludicrous, obviously, but what truly struck us about this story is the Chinese restaurant is their use of facial-scanning technology.A scan of each customer's face is taken, then assessed by a TEAM of plastic surgeons. A TEAM of surgeons dedicated to judging looks so people can possibly receive a plate of Egg Foo Young!


 

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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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