The Customer Engagement Recap - May 15, 2015

By Brandon Carter | Updated on May 15, 2015 11:00:00 AM

Customer_Engagement_Recap_-_May_15

 

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:

  • Study: Digitally influenced brick-and-mortar sales to reach $2.2 trillion
  • Trader Joe’s voted America’s favorite grocery store for a third straight year
  • Access Development Extends Nation’s Largest Mobile Coupon Network to Apple Watch and Samsung Gear S
  • Your Heart on Your Wrist: Engaging Consumers on Wearable Devices
  • Walmart’s Answer to Amazon Prime Is Here. And It’s Way Cheaper.
  • Speed Counts: Why It’s so Important to Communicate Value Quickly

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  • Study: Digitally influenced brick-and-mortar sales to reach $2.2 trillion (Chain Store Age)

If you've read this blog long enough you know we've emphasized the fact that over 90% of spending still occurs in-store.

What has been known for a while, but is growing exponentially, is the role digital plays leading up to the purchase. According to this recent report (reg. required), $.64 of every dollar is influenced by a digital interaction. That's a lot of moolah just up in the air, waiting to be flown to one side or another. 

 

  • Trader Joe’s voted America’s favorite grocery store for a third straight year (Market Watch)

Trader Joe's dominance is evidence of a few trends we've been seeing for a while now: people love cheap, they love store brands (Trader Joe's is almost entirely their own brands), and they love organic.

Oddly enough, Whole Foods didn't even make the list (hence last week's news) and Walmart barely placed.

 

  • Access Development Extends Nation’s Largest Mobile Coupon Network to Apple Watch and Samsung Gear S (PRWeb)

People are moving to smartwatches and other wearables faster than most anticipated. We've got a massive mobile coupon network, and our clients have customers with smartwatches...yada yada yada...we're enabling our mobile coupons on Apple Watches and Samsung Gear S devices. 

 

Related to the previous link, we took the opportunity to discuss the rules of engagement on wearables. The basics are the same: bring something of value that is relevant to the audience. The only catch is that value needs to be somehow germane to the platform.

An informational white paper probably won't go over well on a smartwatch, but a coupon or a push notification about a nearby friend? That'll do. 

 

  • Walmart’s Answer to Amazon Prime Is Here. And It’s Way Cheaper. (Slate)

If you can't beat 'em, copy 'em, and undersell 'em. You didn't really think Walmart was going to sit back and let digital pass them by? Of course not, and $50 per year for three-day shipping (or two hour shipping in some markets) might be their foothold.

It's rare to see a room in which Walmart is not the 800lb gorilla - but that's how successful Prime has been thus far.

 

Consumers will give a brand a matter of minutes before making a judgment. Like 300 million Judge Judy's out there across the country. It's not a bad thing, it just means brands need to load up on awesomeness from the outset (looking at you, points and miles programs). 

 

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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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