The Customer Engagement Recap - July 17, 2015

By Brandon Carter | Updated on Jul 17, 2015 8:30:00 AM

Customer_Engagement_Recap_-_July_17

 

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:

  • NRF: Back-to-school shoppers take studied approach
  • Google embraces Bluetooth low-energy beacons by launching open format Eddystone, APIs, and management tools
  • Why Amazon Prime Day Was a Loyalty Program Win
  • Consumers’ Changing Banking Habits Led To 1,400 Bank Of America Branches Shuttering, More Cuts To Come
  • The Model for Organizational Culture That Builds Employee Loyalty

 

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Families are planning on spending a bit less in back to school shopping this year, in the latest sign of ingrained thriftiness. More telling, however, is the utilization of omnichannel. Most people still plan to do their shopping in a discount store, but 48% are going to begin their shopping online then pick up items in store. That's a significant portion of the population who are ripe for pleasant disruption by other online entities. 

 

  • Google embraces Bluetooth low-energy beacons by launching open format Eddystone, APIs, and management tools (VentureBeat)

While it's taken a backseat to the mobile wallet adoption wars, beacon technology could have a bigger, more immediate impact. Apple and PayPal, among others, have already jumped in. Google is perhaps in better position to make an impact because of Google Now and, as they told VentureBeat, they're building the entire framework out for free.

Sure, contextual ads will be coming soon, most likely, but for the moment this is an potentially significant development. 

 

Despite a lot of public derision ("a lot of the discounts look like they fell off a truck headed to a poorly regulated flea market for sad people held in a dumpster."), Prime Day did many of the things loyalty programs are supposed to do: offer exclusive value that appeals to members and is intriguing enough to bring in new members. 

Bottom line: Driving usage is never a bad idea for a loyalty program. 

 

  • Consumers’ Changing Banking Habits Led To 1,400 Bank Of America Branches Shuttering, More Cuts To Come (Consumerist)

BoA plans to shutter 4800(!) branches in the coming years, after already chopping down 1400. Mobile banking is experiencing significant growth, making the in-branch experience less necessary. 

 

Research shows that organizations with employees motivated by shared principles and value perform better in every relevant category than companies where people are motivated by coercion. How many employees report being in such a company? A whopping 3%. 

 

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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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