Customer Engagement and Return on Loyalty
It may seem strange, but Customer Engagement (CE) is a relatively new concept in marketing, only a couple of decades old. The idea that the intensity of connection to your brand varies by customer became important as relationship marketing became important;...
E-commerce providers say 2020 holiday season is critical
The 2020 holiday season is either a lifetime opportunity or an existential threat for many eCommerce companies, as the pandemic has impacted both typical commerce models and consumers' spending habits, according to research from fraud prevention firm Kount. This...
Is customer-centric leadership the best growth indicator?
Companies investing in improving their customer experiences are reaping the benefits, according to a global study from Zendesk and Enterprise Strategy Group, which found a clear link between organizations with more mature customer experience capabilities and improved...
Williams-Sonoma aims to enhance Covid-safe shopping
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! The US-based home specialty retailer Williams-Sonoma has unveiled plans to...
Most businesses have outdated order management methods
As online sales continue to soar, companies are failing to match the growth in demand by depending on antiquated methods to fulfill orders, leading to lost time, revenue, and customers, according to a study by digital consultancy Perficient which examined the...
Australian FSI brands struggle to differentiate CX quality
Customer experience quality in Australia's financial services industry sectors remains largely undifferentiated, according to Forrester's 'Banking and Superannuation Customer Experience (CX) Index' reports for 2020. This article is copyright 2020 The Best Customer...
What is Mobile E-Commerce’s True Competitive Advantage?
In the new normal, market dynamics are shifting fast and furiously to mobile shopping, increasingly challenging brands to get ahead of the ever-changing consumer. Unfortunately, traditional market research tools, like surveys and focus groups, fail to adequately...
Wyndham Rewards voted ‘best hotel loyalty program’ again
Wyndham Rewards has again been named the best hotel loyalty program in the USA Today Readers' Choice Awards. At the same time, its Wyndham Rewards Visa Card was also named the best travel and hotel co-branded credit card. This article is copyright 2020 The Best...
Has Covid-19 altered the effectiveness of Influencer Marketing?
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Consumers' changing shopping patterns due to the pandemic and heightened...
Consumers change holiday shopping ideas thanks to Covid-19
As retailers brace for what is shaping up to be a holiday season like no other, they face a whole new set of challenges to win customers and meet seasonal demands in the midst of a global pandemic. This article is copyright 2020 The Best Customer Guide. To help brands...
HBC Rewards does away with plastic loyalty cards
In Canada, HBC (Hudson's Bay) has recently made it easier to earn rewards with an updated and improved Hudson's Bay Rewards loyalty program, which features modernised reward offerings and a frictionless omni-channel experience. This article is copyright 2020 The Best...
How to gain Click-and-Collect customers in 2020
The order-online, collect-in-person shopping experience (click-and-collect) has been driving an increasing influence on retail customer loyalty since the breakout of the COVID-19 pandemic, according to a study by click-and-collect technology provider Rakuten Ready....
25% Of consumers tried new brands during pandemic
COVID-19 has changed the consumer retail experience forever as demand for e-commerce looks to become permanent, customer loyalty has been upended and spending patterns have changed, according to the 'Future of Retail' report from customer engagement platform provider...
What drives consumer feelings about the Customer Experience?
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Brands are seen as being 'authentic' when they show support of social...
Air Canada’s Aeroplan to be revamped and relaunched
Air Canada has now revealed the final details of its soon-to-be-transformed Aeroplan loyalty program, outlining the program attributes and credit card benefits members can enjoy when the new program launches on 8th November 2020. This article is copyright 2020 The...