The News, Views, Insights, and Opinions affecting consumer engagement
That You Need to Know
In this week's customer engagement recap:
- Starbucks' controversial rewards program is key to the future of the coffee giant's business
- How Time Travel is Going to Improve Your Member Engagement and Retention
- 3 Ways to Correct a Bad Customer Onboarding Experience
- Cord Cutting on the Rise Again — Could It Be Even Worse Than Last Year’s ‘Epic Meltdown’?
- Listen to the Voices of Your Members
Starbucks' controversial rewards program is key to the future of the coffee giant's business (Business Insider)
A couple months into Starbucks' loyalty program changes, and the initial furor has subsided, leaving what appears to have been a successful transition. All's well there, so keep an eye out on their next big movement - a lax dress code!
How Time Travel is Going to Improve Your Member Engagement and Retention (The Access Loyalty Blog)
Here's an idea: go ten years into the future, and you're surrounded by a mob of loyal, engaged members. How did you get there? Start with the last step, then work your way backwards. It sounds kind of silly, but we promise you'll come up with some clear ideas about your members' (or customers') path to loyalty.
3 Ways to Correct a Bad Customer Onboarding Experience (Totango)
In your time travels (see above), you'll probably find that not all events are equally important. In fact, the most important factors in long-term retention and engagement are pushed to the front. Think of onboarding as childhood - you're more impressionable than ever, but that means you can pick up some great lifelong habits. Kevin Garcia of Totango drops some good practices in this onboarding post.
Cord Cutting on the Rise Again — Could It Be Even Worse Than Last Year’s ‘Epic Meltdown’? (TV Week)
Let's see...the business model is to punish loyal customers with ever-increasing prices with no additional value, while also completely ignoring trends toward new, cheaper delivery methods.
Yeah, no surprise pay TV providers lost over 375,000 subscribers in Q2.
Listen to the Voices of Your Members (MemberSuite)
As Amanda Simmons outlines here, you can't get enough feedback from members, customers, employees - whomever keeps your organization afloat. As we said recently, the more channels you're connected on, the better chance you have of maintaining engagement.