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Posted by Gary Toyn on Aug 21, 2019 9:27:00 AM

For decades, the conventional wisdom has touted this stat: 80% of consumer spending occurs within 20 miles of home.

We've cited that stat before, as have countless other respected sources like ForbesEbay, and MediaPost. All of which have quoted this statistic without attribution.

The problem is, the stat is a myth. It doesn't exist, as this writer documented.  

Typically, they point to an official source identified simply as “US Census data,” but no link to a study or web page is given.

Posted by Kendra Lusty on Jul 18, 2019 10:07:28 AM

I live in a small town and our only shoe store, Payless Shoes, recently went out of business. And while their liquidation sales were awesome – $2 per pair boys dress shoes? I bought one in every size! – now what?

Between my elementary-aged kids’ ever changing shoe sizes, and my inability to be comfortable in anything more confining than a flip flop, I never buy shoes online.

In case you missed it, Payless Shoes recently closed every store and its ecommerce operations in US and Canada “as a result of a challenging retail climate.”

If you believe the news, you’d probably say Payless is just the next chain in a long line of mega-retailers to fall victim to the dreaded retail apocalypse.

Posted by Kendra Lusty on Jun 21, 2019 9:56:27 AM

Last week, we released the article Superior Customer Service: Your Loyalty Program’s Secret Weapon. In it, we discussed the importance of customer service to any business, but especially to those with loyalty programs, which rely on a positive customer experience to succeed. In part 2 of this series below, we give some tips on how to enhance your own customer service efforts.

I worked in a call center. Briefly.

Fresh out of college, I wanted to be making money as I searched for a “real job” so I took a position that was notoriously easy to get, at a place that would hire just about anyone.

Admittedly, this company put a lot of effort into training according to client expectations. However, it’s very hard to make a group of teens, job seekers, recently laid-off, etc., really care.

Posted by Kendra Lusty on Jun 12, 2019 10:49:54 AM

Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person.

I think my record is 18 selections before I got frustrated and pounded 0, which wasn’t listed but thankfully sent me to the operator anyway.

Seriously, I prefer to use a company’s website to find hours of operation, pay bills, and all the other automated tasks you usually find in a phone tree.

So unless one of your options is “If you would like to hear a duck quack” then I’m probably not going to find my answer automated in your system. No, if I’m resorting to dialing a number, I want to talk to a person, dang it.

Rant over.

Posted by Kendra Lusty on Nov 1, 2018 8:16:25 AM

Last week we discussed the importance of building strong relationships with merchant partners. This week, in part 2 of our series about the partnership marketing team at Access, we explore the importance of valuable offers and why merchants trust their business with Access. 

When it comes to merchant discounts, most consumers just want to know one thing: how good is the deal?

But for merchants, there’s a lot riding on the type of discount they can (and should) be willing to offer.

How is it then that the Access network consistently has better offers from more merchant providers than any other value added benefit in America? Especially when deep discounts are often associated with marketing gimmicks that only attract coupon addicts – customers who give their loyalty to the best current deal, not to favorite brands?