The Customer Engagement Recap - March 13, 2015

By Brandon Carter | Updated on Mar 13, 2015 6:00:00 AM

Customer_Engagement_Recap_-_March_13

 

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:

  • U.S. Employee Engagement Reaches Three-Year High
  • Nielsen Reports Significant Increases in Households that Own, Use Mobile Devices in Fourth Quarter 2014
  • Why the Gap Between Consumer Expectations and Brand Delivery is Growing
  • Poll: Most People Will Use Tax Refunds To Pay Down Debt, Build Savings
  • Making the Most of Timeshare’s Millennial Moment

 

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  • U.S. Employee Engagement Reaches Three-Year High (Gallup)

After some fairly dismal numbers in previous years, 32.9% of employees report being engaged with their employers in February. Of course, over 50% are not engaged, and 16.8% are "actively disengaged." In other words, there's still a lot of work to be done. But more competition has led to an increase in wages and employee perks, leading to more dialed-in staff.

 For more employee engagement statistics, check out our huge collection

 

  • Nielsen Reports Significant Increases in Households that Own, Use Mobile Devices in Fourth Quarter 2014 (THR)

"You've got to have a mobile strategy" is beginning to be the adult equivalent of "Go clean your room." Annoying and repetitive, yes, but no less important. Not only have smartphones reached critical mass, the amount of time people spend staring at them is rising rapidly. 

Smartphone usage went up in the final quarter of 2014 to an hour and 25 minutes up from an hour and seven minutes during the same period in 2013

 

  • Why the Gap Between Consumer Expectations and Brand Delivery is Growing (Access Loyalty Blog)

The annual Brand Key Customer Loyalty Index is always a lot of fun to look over because it accounts for consumer expectations of brands, not just what brands people think are cool. This year, as in previous years, shows a widening gap between those expectations and what brands are actually able to deliver. The obvious reason: most brands, in 2015, still don't take consumer expectations seriously. 

 

  • Poll: Most People Will Use Tax Refunds To Pay Down Debt, Build Savings (Consumerist)

Just 3% of respondents to a Bankrate.com survey say they're going to spend their tax refunds on something fun. When the average return is $3,000, that's a significant chunk of money going into hiding. More evidence that a recovering economy isn't doing much to open wallets. 

 

Chances are the majority of you reading this have an unfavorable impression of timeshares. It's an industry in a quandary with Millennials, who are aware of some of the less-savory practices of timeshares yet are really into vacations. 

 

 Farm Bureau Member Benefits

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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