2018 is the year you're going to make a ton of money. Even more than you're already making.
Some of it will come from new customers.
But the majority of it will come from those already in your fold.
Hey, you're already here, on a customer engagement blog, so you've already taken the first step: getting serious about retention.
What happens from here? If they haven't already, 2018 is going to be the year when your executive team wakes up to the money they're losing out on by pursuing new business at the expense of current customers.
If they don't see it, you're going to be the one to pull that sword out of the stone and change the way your company does business.
Here's the good news.
December is a fun time around Access. Holiday decorations are up (and a contest for best-decorated area is underway), employees are catching the spirit, and tons of gifts are arriving in our shipping department (not for us; we encourage employees to ship their gifts here to prevent doorstep theft and anxious kiddos spoiling surprises).
There’s still a lot of work to be done before we ring in 2018, of course. It’s just a little more relaxing to work while surrounded by giddy people and delicious baked goodies.
A big part of our collective cheer comes from reflecting on how far we’ve come over the past 12 months. While January seems like it was just a couple weeks ago, Access packed a lot of good stuff into 2017.
We’ve grown our client base, solidified relationships with current clients, expanded into new industries, helped members save a ton of money, and engaged with half a million people on our various blogs.
Oh, and we were also named the top midsize workplace in the state of Utah, along with four other workplace awards.
No wonder the year has gone by so quickly - we’ve stayed busy!
So yes – overall we were reasonably happy with how 2017 turned out. We hope this year has been fulfilling for your efforts also!
Here’s a breakdown of the big highlights from the Access year that was:
It seems like we're several years into "personalization" as the hot topic in marketing and sales.
You can easily lump it in with other buzzwords like cryptocurrency and bots.
For good reason, too. Personalization, when done correctly, is like using a cheat code to customer's hearts. It shows you know them and are paying attention.
Unfortunately so many brands aren't quite grasping the idea to build better relationships.
They're great at using personalization to make more sales; not so good at using it to engage customers and build loyalty.
While we're far from the idea of Big Data turning into "Big Delivery," customer data can be used for engagement and loyalty today.
Start with these few basic rules and concepts.
When Amazon bought Whole Foods for $13.7 billion in June of this year, brick and mortar grocers collectively shuddered: Amazon, the king of commerce, had continued its play into offline retail. Starting with the opening of Amazon bookstores (they currently have seven physical retail stores across the US), Amazon is leveraging its decades of data in order to change the way consumers shop in brick-and-mortar stores.
“We have this 20 years of information about books and ratings, and we have millions and millions of customers who are passionate,” said Jennifer Cast, VP of Amazon Books.
As Amazon moves into the grocery space, they stand to benefit from that same data that built their preeminence in the online world.
And so, the question remains: How can pure offline brands survive Amazon’s unchallenged move into their space?
(New: Only want the latest data? Check out our collection of 2017 loyalty stats.)
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?
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.