17 Member Engagement Ideas to Try in 2017

Posted by Brandon Carter on Jan 17, 2017 8:28:00 AM

Last week we made a strong suggestion that companies get rid of all their customers - and replace them with members.

A customer is someone who buys something. A member is someone who belongs to something.

We should all aim to have members, even if we don't have a formal membership structure. Members, in this sense, are customers who have developed a deeper, ongoing relationship with your product or brand.

These relationships don’t happen by accident. Some brands can develop deep cult followings, but not all of us can be Apple or Starbucks.

We can however, borrow specific tactics from membership groups designed to build engagement and long-term loyalty.

Start small. Try any of these 17 engagement tactics used by some of the largest membership organizations in the world.

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Topics: Customer Engagement, Member Benefits, member engagement, customer loyalty, association marketing

Loyalty Statistics: The Ultimate Collection

Posted by Brandon Carter on Jan 9, 2017 6:02:00 AM

Customer brand loyalty is a rich and complex subject to grasp. What is it? (Here's a definition.) How is it earned? Is it worth the effort?

New Call-to-action For your convenience, we've compiled dozens of statistics to help light the way - from how many people are active in loyalty programs to what they're looking to get out of them and how they'd like to be communicated with. We've tried to make this list as relevant as possible, which means we combed through recent research with a focus on the US (with the occasional global stat thrown in).

These stats are culled from a variety of sources, and we've provided source links for each of them (though some are gateway pages that require you to register or submit your information to receive the actual research). Sometimes the data conflict with other sources - we'll leave it up to you to decipher which is most accurate.

We'll keep this list updated on a weekly basis with the latest and greatest. If you know of a stat we're missing, or want your own research included in our collection, leave us a note in the comments.

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Topics: Rewards Programs, Points and Miles Programs, Customer Incentives, Discount Programs, What is Loyalty?, Card-Linked Offers, Access Development, loyalty statistics, Consumer, loyalty programs, loyalty stats, customer loyalty

The Access Development 2016 Year in Review

Posted by Brandon Carter on Dec 27, 2016 9:34:00 AM

It's hard to believe that another year is already at an end, but the cold weather and snow outside our office are constant reminders that 2017 is just around the corner.

Looking back, 2016 was probably our best year ever. We know, it seems like we say that every year!

But it's true - Access Development experienced more growth and success than ever before. 2016 was just the latest in a steady upward trend for several years in a row now.

So what happened this year that's been so great? Here are just a few highlights from Access' 2016:

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Topics: Employee Discount Programs, Mobile Coupons, Member Benefits, Access Development, customer loyalty

40 Inexpensive Customer Appreciation Ideas

Posted by Brandon Carter on Nov 28, 2016 9:44:00 AM

We spend a lot of time talking about customer loyalty here. It’s part of this blog’s title, after all. We’re very interested in the mechanics that lead a customer to enter into a relationship, of sorts, with a brand.

And like any great relationship, that affection can’t just be a one-way street. It’s pretty safe to say that no brand has ever suffered from showing some love back to their customers.

The great thing about customer appreciation is it takes many forms. It’s giving away expensive items, but it’s also having a staff that remembers first names and frequent purchases. The bottom line is there are many ways a brand can make customers feel like it cares about them.

Here are 40 simple and inexpensive ways any brand can express appreciation for its customers:

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Topics: customer retention, customer loyalty

The Lamest Excuses Companies Give For Not Being More Customer-Centric

Posted by Brandon Carter on Oct 11, 2016 9:21:00 AM

We've all done business with a company that clearly does not give a crap about earning customer loyalty.

It's. So. Frustrating.

They take your money without appreciation. They have ambivalent customer service. There's no passion for the product, just another company with something to sell you.

It's especially frustrating for those of us who work in an engagement and loyalty function. How can our genuine efforts to build loyalty often produce minimal results, when a brand does nothing for customers continues to do so well?

It's not fair.

These companies have good, sometimes great core products and services. But their "customer experience" is built around endless selling and upselling, then making it as hard as possible to find customer service resources.

Sound familiar? This is the common behavior of some of the biggest brands in the world.

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Topics: customer loyalty

The Difference Between User Experience and Customer Experience (and Why CX Is More Important)

Posted by Brandon Carter on Oct 4, 2016 8:50:00 AM

Stay with me here.

A user is your customer. A customer is your user.

But the user experience (UX) is a very different animal than the customer experience (CX).

Does that make sense?

Both UX and CX are buzzwords. Like blogging or social media, gurus will say UX and CX are ESSENTIAL to a well-oiled machine.

But a lot of people use them interchangeably.

Which ain't right.

We're going to quickly break down the two, explain why they're different, and why one is more important than the other.

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Topics: Customer Engagement, customer loyalty

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