Consumers turn to private brands for value, not price
Although 57% of consumers say their financial health is good, fears of a recession are driving slightly less consumer confidence in Q3 2019, according to the IRI Consumer Connect Survey. Expecting to face a recession - or, perhaps more likely, a "semi-recession" -...
Loyalty Strategy vs Loyalty Program
Loyalty programs can be powerful motivators for customer behaviour, however, creating deep brand devotion with today’s customers must extend beyond a rewards platform. Customer loyalty is a business strategy and should not be confused with one of the many tactics...
Many FFP members don’t know how to redeem miles
Many airline loyalty programs are failing to deliver on their intended purpose because members do not understand how to redeem the awards they accumulate. In fact, according to the J.D. Power 'Airline Loyalty Program Satisfaction Study', nearly half (45%) of program...
Consumers don’t care for brands’ social or mobile channels
Despite an explosion of new channels, email and text are still the preferred channels for consumers when talking to businesses, according to research from cloud communications platform provider Twilio. This article is copyright 2019 The Best Customer Guide. In...
British consumers say they aren’t ready for AI
UK consumers are not prepared for the introduction of Artificial Intelligence, and want brands to focus on delivering a seamless, personal digital experience instead, according to the results of a global survey commissioned by digital experience company Acquia. This...
The 2019 Delphi Report
The 2019 Delphi Report Final
Five mobile marketing mistakes and how to fix them
A clear indication how far customers have shifted to mobile can simply be found by looking at Facebook’s mobile ad revenues for 2016 which represents 80% of total ad revenue. Only three years ago, mobile accounted for around 20% of the social network’s ad revenue....
The Key Question of Loyalty
From a loyalty marketing perspective, few business tools are as useful as NPS - or Net Promoter Score - described by Harvard Business Review as "the one number you need to grow" - and the industry standard since the model was first published more than two decades ago...
The Customer Strategy Network ‘Playbook’
In this age of digitalisation, where profitability increasingly depends on the effectiveness of a company’s open ecosystem, the Customer Strategy Network provides a strategic framework to ensure data privacy & profitable customer management successfully coexist:...
Payment-Led Loyalty – Simply Rewarding
A favourite approach for many marketers is known as the KISS Principle - "keep it simple stupid". It surprised me the first time I heard it, but once I learned it was the design approach used by the US Navy, it quickly impressed me. With increasing competition...
Can Point of Sale Providers ever unlock the multi-billion dollar adverting market?
Manufacturers represents around 75% of the total worldwide advertising spend. To get the highest return from this investment manufacturers are increasingly seeking access to specific SKU (stock keeping unit, or item-level sales data) to further influence the...
Vitality is coming to New Zealand – look (actually be) busy
JANUARY 22, 2019 / SIMONROWLES / EDIT AIA New Zealand is set to launch the Vitality rewards program in New Zealand in 2019. It’s kind of a big deal on two counts: For customers – it’s a very rich offering relative to other rewards and loyalty programs in this market...
What does the future hold for the Food and Beverage sector?
Having spent the best part of a decade working with F&B Operators and their Service Providers here in the UK, I believe the pace of change for how restaurants manage their customers has never been greater. Customers demand seamless, and increasingly digital...
Why is a coffee chain leading our adoption of mobile payments?
So why does Starbucks top the charts for the most used mobile payment apps in the U.S. in 2018*: Starbucks app: 23.4 million users Apple Pay: 22.0 million users Google Pay: 11.1 million users Samsung Pay: 9.9 million users *in-store payments (Source:...
Who will provide the loyalty program of the future?
For the purposes of this article, imagine if you will, I am the newly installed CEO of a 100 plus location national Casual Dining Chain here in the UK. With little or no footfall growth predicted for the UK restaurant sector, except for quick-service, my first real...