Oh, Did Apple Announce Something? - The September 16 Customer Engagement Recap

By Brandon Carter | Updated on Sep 16, 2016 10:37:00 AM


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

That You Need to Know


In this week's customer engagement recap:

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  • iOS 10: What it means for email marketing (Epsilon)

There's still no denying that email is the king of engagement channels, but rampant abuse of inboxes has led to a long string of improvements designed to make it easier for people to unsubscribe. CAN-SPAM, Gmail Tabs, Unroll, and now, a big gray bar that sits atop each email in iOS, just inviting people to hop off your wagon.

The jury is still out on exactly what draws most people to become loyal to brands. The answers to that question are across the board. On the flipside, we know exactly what chases customers away: horrible, terrible, no good, very bad customer service. (Plus, a few other statistically relevant reasons.)

This article does a great job stating just how sloppy couponing can lead businesses down a dangerous road. Don't discount until you've read our series on smarter couponing.

  • Yes, Apple Will Get Away With Killing the Headphone Jack. Because, Cult Loyalty. (Maritz)

Barry is right, Apple's bet on going wireless will pay off for them, due in large part to the devoted following they've developed over the years. These are the kinds of risks and leaps brands get to take when they've proven themselves over and over again. 

We tend to applaud revenue-based loyalty programs, so long as they provide the occasional incentive or spiff. The recent shift by the major airlines to revenue from miles was probably for the best. Except...well, there's something cool about being counterculture. Going against the grain, rebelling, you know? In American's case, critics are arguing that their loyalty program was their competitive advantage, and homogenizing it takes that away. It forces them to compete on a strictly service level - a level, critics say, they'll can't compete on.
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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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