The news and trends affecting consumer engagement that caught our eye this week.
In this week's customer engagement recap:
- More than 1 billion people a day used Facebook in September
- What Whole Foods is doing to try to dig out of its rut
- Loyalty Begins at the Beginning: the Importance of Great Onboarding
- Walgreens is first US retailer to link loyalty program to Apple Pay
- Amazon killing off its Local daily deals site
More than 1 billion people a day used Facebook in September (Business Insider)
We can rip on Facebook from multiple angles - people flood it with inane posts, they bury unpaid marketing, young people are moving on to Instagram and SnapChat, etc. But the truth is Facebook is still a massive hub of activity with an almost obsessive user base. Despite all the criticisms, it's still a fertile ground for connecting and building engagement.
What Whole Foods is doing to try to dig out of its rut (Washington Post)
With increasing competition from Trader Joe's and traditional grocers, Whole Foods is facing declining sales for the first time. Their strategy? Discounts and, supposedly still in beta, a loyalty program (which we covered back in August 14).
Loyalty Begins at the Beginning: the Importance of Great Onboarding (The Access Loyalty Blog)
In advance of our webinar with Robbie Kellman Baxter, we dove into onboarding. A big part of The Membership Economy is forming habits, and much of those habits are formed at the onset of a person joining. The experience has to be frictionless and rewarding. Interesting side note from the book: the first 30 days is the best time to ask for a referral.
If you missed the webinar, you can still check out the recording and slides here.
Walgreens is first US retailer to link loyalty program to Apple Pay (CNet)
Finally, over five years after we dropped the hint, mobile wallets are diving into loyalty programs. We say that jokingly, but this is a natural progression - along with roping in mobile coupons and personalization options - that has to occur if mobile payments ever want to see mass adoption.
Amazon killing off its Local daily deals site (CNN Money)
And the daily deals era continues its great correction.