The news and trends affecting consumer engagement that caught our eye this week.
In this week's customer engagement recap:
- Brewers' big taste for mergers
- How to Win at Customer Service: Keep It Simple
- The Ultimate Collection of 2015 Holiday Spending Predictions
- LivingSocial Cuts 20 Percent Of Its Workforce
Brewers' big taste for mergers (LA Times)
"What does beer have to do with customer engagement?" Well, for the most part it doesn't. But considering that beer companies spend well over $2 billion in US marketing and nearly half of the population consumers beer, it's a significant, impactful industry.
People in the US spend around $110 billion on beer annually, and the two biggest companies in the industry are combining. That's kind of the definition of a BFD, and the sort of shift that will have ripples in many other industries.
How to Win at Customer Service: Keep It Simple (eMarketer)
We harp on the importance of customer service to customer loyalty often, but study after study backs up its importance. It can't be overstated enough, especially when you see stats like 61% of people will alert friends and family to a good customer service experience.
The Ultimate Collection of 2015 Holiday Spending Predictions (The Access Loyalty Blog)
It's important to keep up with holiday spending trends, but keeping them organized can be a hassle. Furthermore, going back and seeing which ones panned out can also be challenging. Don't worry: WE GOT THIS.
LivingSocial Cuts 20 Percent Of Its Workforce (PYMNTS)
Following last month's news about Groupon trimming down, the big correction in daily deals continues with news that LivingSocial is also cutting down. Both companies are looking for the next model in customer engagement. (FYI, mass layoffs, and the resulting employee panic, are generally not the best route to better customer engagement.)