Something Happen in Baseball? - The November 4 Customer Engagement Recap

By Brandon Carter | Updated on Nov 4, 2016 1:26:00 PM

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The News, Views, Insights, and Opinions affecting consumer engagement 

That You Need to Know

 

In this week's customer engagement recap:

Farm Bureau Member Benefits

  • What 750 Stats Tell Us About Engagement, Satisfaction And Work (TLNT)

A few weeks ago we put together an article that neatly summarized the big takeaways from our customer loyalty statistics collections. This is the same idea, but geared toward those with an interest in employee engagement. For you, the big takeaway is at the bottom: your customer engagement is hugely, critically tied to the amount of give-a-crap your employees have. The good news is there are measurable gains to be had, in revenue and customer retention. In all your talk of loyalty programs and engagement strategies, don't forget to look inward first.

Proximity matters, we all knew that. But just how much it matters was unclear. If you've ever wondered about the "80% of consumer spending occurs within 20 miles of home" stat comes from, stop wondering. It doesn't exist. But our own research found that 80/20 is understated - it's more like 90/20. Sign up for our webinar and get the full scoop (plus the rest of the research findings)

  • AAMCO’s Culture of Engagement Sparks Long-term Brand Loyalty (Loyalty360)

Here's a great example of what we're talking about in the TLNT article. AAMCO took the traditional approach to customer loyalty - start with a customer-centric, employee-friendly culture, pair it with a reliable product and watch the magic happen. The fact they've been able to replicate and maintain the experience across franchisees is pretty impressive.

  • Five Ways to Create Customer Loyalty (Shep Hyken)

The customer service guru weighs in with some great overarching concepts of customer loyalty. We're particularly fond of their top one - don't confuse a loyalty program with a marketing program. It's not a platform to sell more stuff, at least not in the short term. And it isn't a platform for customers to show you how loyal they are. The opposite, actually.

Related to the TLNT article above, we're going to mention this article from our Access Perks blog. The holidays are upon us. Some offices go into hyperdrive this time of year, others hibernate. Regardless, people have a lot of outside stresses thrust upon them. Work is one of them, but your employees - and by extension of their engagement, your customers - will benefit from an office that enables them to escape the family, the kids, the financial battles, and everything else.
eople   2016 loyalty stats

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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