The News, Views, Insights, and Opinions affecting consumer engagement
That You Need to Know
In this week's customer engagement recap:
- When it Comes to Member Engagement: Go Personal or Go Home
- 10 Low-Cost, Ninja Customer Engagement Tactics
- The Cost of Poor Customer Service, and How to Fix it
- Convenience retailers donate nearly $1 billion to charities worldwide
- Access Development Expands Executive Team to Accommodate Growth
When it Comes to Member Engagement: Go Personal or Go Home (Abila)
Appealing to masses is hard. So don't do it. Segment as much as you can, and use the data you have. This applies to your engagement efforts, your member benefits, your communication channels, and more. But it isn't just membership groups; every customer base has a wide array of wants and needs. Don't try to appeal to them all, find the ones that mean the most to you and focus on them.
10 Low-Cost, Ninja Customer Engagement Tactics (The Access Loyalty Blog)
Let the big companies go out and dump millions into some complicated loyalty scheme. The rest of us will continue to refine our experience, while strategically throwing in some customer engagement-building tactics when needed.
The Cost of Poor Customer Service, and How to Fix it (FiveStars)
Why do so many companies skimp on customer service, when it's clearly hugely meaningful to customers? It feels like engagement and loyalty types like us have been saying this for years. We said it just a couple weeks ago, in fact.
Here's the sad truth: customer service chases people away, but it is almost never cited as a reason people are drawn to a business. And new business, and new money, still win budgets. Maybe next year is the year this wacky article looks prophetic?
Convenience retailers donate nearly $1 billion to charities worldwide (Loyalty Truth)
Don't sleep on cause marketing. People notice what businesses do with their profits, and younger generations in particular want to feel like their money is going to help some larger cause. Go to our customer loyalty stats collection and read through the top section. People are tired of evil companies.
Access Development Expands Executive Team to Accommodate Growth (PRWeb)