The Customer Engagement Recap - September 25, 2015

By Brandon Carter | Updated on Sep 25, 2015 10:00:00 AM


The news and trends affecting consumer engagement that caught our eye this week. 


In this week's customer engagement recap:

  • One Playbook: The next chapter at Groupon
  • More than half of Americans have gone 12 months without a vacation
  • The Current Abuse of Customer Data (and How You Should be Using It)
  • Survey: Customers notify retailers – leave us alone
  • 5 Reasons “Going Mobile” is No Longer Optional
  • Report Reveals 888 Breaches So Far in 2015


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  • One Playbook: The next chapter at Groupon (Groupon)

The daily deals industry has been going through a protracted correction curve, but until now it didn't seem to affect Groupon (at least not to this level of action). The consumer appetite for deals isn't declining, and in fact local commerce continues to be very, very strong. But the model of purchasing coupons online has died down, as has the merchant desire to split revenue just for new business. 

In fact, it's the merchants who will keep Groupon afloat, as it explores new models and services meant to add more value to the core of its services. 


  • More than half of Americans have gone 12 months without a vacation (LA Times)

Despite oodles of new research that shows employee engagement and performance increases with regular time off, 135 million Americans haven't taken a vacation in over a year. (In this instance, vacation is a week off at least 100 miles from home.) Not like it matters - 61% of employees still find themselves working while on vacation anyway. 

This is a situation where everyone involved suffers. Employees, management, the brand, and most importantly, customers. 


Every website you visit has trackers grabbing your data - sometimes dozens. Instead of using that data to create great, personalized experiences, it's being used to sell you more stuff. Couple this story with the one about employee vacations, and it becomes clear that many of us struggle to look past the next dollar to be made. 


New research finds that people aren't big fans of in-store notifications on their smartphones, especially parents and older generations. Ironically, the 18-44 sect finds them quite helpful.

Bright side is this type of technology is now just getting off the ground. The execution of in-store, and the value offered in those messages, should improve greatly in the coming years. 


Speaking of mobile marketing, Google's move to start penalizing sites that aren't mobile friendly was prescient. Sites that don't render to mobile make for bad experiences, and have high bounce rates. Five years ago it was okay to not have a mobile-optimized site, today it's closer to not even having a site at all. 


That's actually a decrease in the number of breaches from 2014. Even still, the records of 246 citizens worldwide were compromised. It's trouble for brands: according to our collection of loyalty statistics, 57% of consumers were unlikely to return to a business after their personal data was breached. 



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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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