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Why Amazon Will Swallow Almost Everyone

Why Amazon Will Swallow Almost Everyone

Amazon. The name itself perfectly captures the essence of what the company has become.

Why Amazon Will Swallow Almost EveryoneIt is the largest, dominant feature in its ecosphere. It provides sustenance to those who use its resources. It serves as an economic engine for those whose livelihoods center around it. And nearby bodies of water feed it more than they compete with it.

A few recent interactions with Amazon demonstrate how the company is slowly but surely going to swallow almost everyone. While these examples are certainly anecdotal, they seem to exemplify larger trends in Amazon’s continued growth and increasing dominance.

The Same-Day Suitcase

We needed a new suitcase, and our options were simple:

  • We could go to the traditional mall or outlet mall and hope to find a suitcase that matched our needs. A multi-hour proposition with a dicey chance of success.
  • We could research local retailers through phone or web for models and inventory, buy it online or call to have them set it aside, and then drive to the store to pick it up.
  • We could find the brand online and either buy it directly from the manufacturer or go bargain hunting on a variety of discount and often dubious websites, creating new logins, adding new account info, and navigating unfamiliar shipping policies and procedures.

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Loyalty Programs Millennials | Group of students looking at their phones

Improve Millennials’ Experience with a Targeted Loyalty Program

Guest Poster: Kristen Gramigna

BlueKristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing.

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Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Here’s a look at how to target Millennials effectively through loyalty programs.

Know what they really value.

A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs. However, they’re not attracted for the same reasons as the general population, which tends to value loyalty program discounts first and foremost. Instead, the degree to which the loyalty program includes components of social sharing and acknowledges the Millennial consumer in a way that gives them the opportunity to feel a part of a business matters more than money-saving offers.

Incorporate social sharing elements into Millennial loyalty programs with tactics like VIP sales that acknowledge the consumer’s participation in the event on social media, campaigns that invite customers to create their own images and content and share them on social channels like Instagram, YouTube and Pinterest, and social media contests that invite participation in product development and marketing concepts. Read More

What Marketing Needs to Know About Customer Loyalty

What Marketing Needs to Know About Customer Loyalty (Infographic)

Customer retention and loyalty are significant profit drivers for most organizations, as we demonstrated in our own customer retention infographic a few months ago. In most cases, retaining existing customers is more profitable than acquiring new ones.

Are you spending more on marketing than you are on maintaining your current customer base? Statistics on retention like the ones below show that you might want to evaluate that strategy in your own industry and organization.

The folks at Keepify sent us the below infographic: 14 Customer Experience Facts Marketers Can’t Ignore that contains a nice packaging of statistics on customer retention and loyalty.

Read through the infographic and let us know what you think… Read More

Monthly Mash and the Customer's Invisible Rules

Monthly Mash and the Customer’s Invisible Rules

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 22: August 2013

Thoughts on the Customer: The Customer’s Invisible Rules

We all have too many rules, and our personal rules can be some of our greatest sources of conflict and unhappiness.

Monthly Mash and the Customer's Invisible RulesWhen you are upset with someone for acting a certain way, inevitably it is because that person violated some rule you have about how people should act.

Our customers have rules as well. In customer service, we refer to them as expectations, but here’s the catch: the word expectations is not strong enough to represent how some customers feel.

Sometimes the customer’s view of what, when, and how something should happen is so strong, so fixed, that when we fail to live up to it — we get an upset customer instead of just a disappointed customer.

Often with customers, we are faced with a divergence between the strength of the customer’s reaction and what we see as the level of the service failure.

In these cases, it is helpful to remember that while we think we failed to meet an expectation, the customer thinks we violated a rule. And therein lies the difference between disappointed and disgruntled. Read More

How to Retain Customers | Hand with Dollar Bills

How to Retain Customers: 8 Reasons Retention Is More Profitable

We released our first Customers That Stick infographic this past Monday: When Customers Stick — Customer Retention by the Numbers. In the infographic, we included numerous studies that show that increased retention leads to increased profitability.

One aspect of this phenomenon that our infographic did not explore, however, was the following: Why does customer retention lead to increased profitability? Read More

Customer Retention by the Numbers | Customer Service Infographic

When Customers Stick: Customer Retention by the Numbers (Infographic)

From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come?

In the infographic below, we use various customer retention statistics to break down the three most important aspects of customer retention:

  • Why Customers Leave
  • Why Customers Stick, and
  • Why Retained Customers Mean Money

Understanding customer retention begins with understanding the drivers behind customer loyalty and defection, then this understanding must be supported by organizational buy-in to the economic benefits of retention. The retention statistics below can support this process in your organization.

We hope you enjoy the infographic. Please feel free to share it with your colleagues and communities. Read More