Learn the challenges operators face when re-platforming a consumer loyalty program
Listen to my conversation with Mike Cadden MBA Transformation Program Director at The Wine Society and RTIH Top 100 Retail Tech influencer about the challenges he faced when changing loyalty program providers. Hear Mike's views on the three biggest challenges...
Something strange in the neighbourhood
We collaborate with clients as they strive to solve customer loyalty challenges, and customers being customers, these challenges are complex, subtle, and fluid. And they occur in the context of an industry which is being disrupted. The rate of change is particularly...
Why Isn’t Every Loyalty Program Cash Back?
(It would be a lot easier for the operators…) There has been a rise in the popularity of loyalty programs that offer cash as an instant reward for members who purchase through the program / with the program’s card. Cashrewards is a good Australian example, ASX-listed...
Delivery and returns are critical to keeping customers loyal
Two in five consumers have changed the brands or retailers they shop with since the onset of the pandemic, as they continue to expect more from the online experience, according to a study by parcel delivery management firm nShift. This article is copyright 2022 The...
Enterprises prioritise CX in today’s digital-first economy
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Digital disruption and the pandemic both accelerated the need for digital...
Consumers turning to ‘buy now pay later’ schemes
Millions of consumers around the world are increasingly using 'Buy Now Pay Later' (BNPL) services, rather than using traditional means such as credit cards, to help them manage the expense of their online and in-store purchases while maintaining their household cash...
Retailers still looking for data acquisition tools
More than 40% of retail and e-commerce organisations have struggled to find the most efficient tools or tech stack for data acquisition over the past 12 months to help them rapidly analyse data in real-time resulting in actionable business insights, according to a...
Global Customer Loyalty Trends
Customer Loyalty is one of the most rapidly changingareas with developments in digital having a direct impacton companies and consumers alike. Partners at the Customer Strategy Network providetheir own views on the future trends for consumerengagement in 2022. Read...
Most customers says returns should be a priority for e-retailers
Almost all consumers (89%) identify 'ease of returns' as top priority when purchasing online, according to data from delivery experience platform provider Sorted, which found that retailers who get the returns process right will reap the most consumer loyalty. This...
Most consumers feel customer service is an afterthought
Zendesk's landmark annual research has highlighted the potential for businesses to drive success with a focus on customer experiences, as more than two thirds of consumers worldwide (70%) report making purchase decisions based on the quality of customer service they...
When it comes to Googling products, Bricks beat Clicks
Traditional big box retailers and department store brands with brick-and-mortar locations dominate the list of top ten eCommerce websites with the biggest gains in Google.com search performance in 2021. This article is copyright 2022 The Best Customer Guide. While...
Marketers set to drive deeper customer engagement
Taking lessons from the pandemic, companies have an opportunity to reset and reimagine their event programs to better align them to marketing outcomes, according to a report from the CMO Council. This article is copyright 2022 The Best Customer Guide. Because of the...
Half of service agents admit to botching customer service calls
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! More than half of customer service agents say they botch how they record...
Relying on metrics to make decisions? You’re taking a big risk.
Metrics help guide small and large business decisions. Numbers assist us in deciding which course of action is the best to take. But relying solely on metrics to help inform decisions is simply not enough, especially when it comes to making decisions that will impact...
Retailers adopt Contact Centre-as-a-Service to improve CX
The rising purchasing power of younger consumers and the proliferation of channels make it critical for retailers to innovate their customer engagement strategies and, as digital experiences become increasingly personalized, retailers need to have a holistic view of...