The whole story: members, tenure and bystanders
We have previously written on the effect that time has on the membership characteristics of loyalty programs1, and we often calculate members’ lifetime value for our clients, but we have not yet put the microscope on the individual member and their relationship to the...
Why auto dealers have to focus on customer retention
New-vehicle leases accounted for 31% of the new retail vehicle market in 2019, while lease transactions this year account for 52% of captive lenders' new retail business - all of which demonstrates how important it is for dealers and lenders to work together to retain...
Middle East: Mobile network speed is key to satisfaction
Moible network speed is the main factor that influences customers' satisfaction with their mobile services and their intention to churn in the Middle East, according to the 'Connected Consumer Survey 2019' customer satisfaction report, available from Research And...
COPC virtualizes its training & certification services
COPC, a global consulting firm that helps companies improve operations to optimize the customer experience, has announced the online virtualization of its consulting, training, certification and Vendor Management Organization services. This article is copyright 2020...
Four actions CMOs should take immediately
Chief marketing officers (CMOs) and marketing leaders face an uncertain and rapidly evolving situation as a result of the coronavirus, and they must take an aggressively proactive approach to preparing their organization for disruption, according to Gartner Inc. This...
CX leaders redouble customer feedback efforts
What customer-centric organizations do well is bring the human back into the equation-to the business-and focus on meeting customer needs as the most important driver for achieving their goals. While every organization strives to be customer-centric, most have not...
SMG enhances digital customer experience solution
Service Management Group, a global customer, patient and employee experience management partner to more than 500 brands, has announced enhancements to its digital customer experience solution to help clients collect unsolicited feedback from both purchasers and...
How Loyalty can help put your business back on track
The pandemic related impact to the Australian economy is already being felt; airlines to shut down, retailers forced to close, hotels cleared out and filled with returning residents, banks re-focusing to customer support. It’s clear that the ‘stay at home’ measures...
Radisys launches AI video assistant for customer service
Radisys has announced the global availability of its 'Engage Video Assistant' (EVA), an app-less, AI-powered, 3-in-1 (video, voice and text) bot for digital customer interactions, which empowers customer support, sales and marketing teams to enhance the overall...
A Run on Australian Banks, Toilet Paper and Frequent Flyer Programs?
What to do if there is On April 7 we woke to the news that Qantas and Velocity were limiting the volume and the way loyalty points can be redeemed for rewards, in order to conserve cash in these times without revenue from flying. At the same time we find that...
What happens to marketing budgets during a pandemic?
Many marketers plan an overall increase in marketing dollars being directed toward rebates, loyalty programs and product innovation to help reduce price promotion costs and add more value, according to a study by corporate-funded payments firm daVinci Payments, which...
Brands not meeting needs of ‘hyper-adoptive’ consumers
Retail brands are openly acknowledging their ongoing struggle to meet the demands of 'hyperadoptive' (a rapid, simultaneous uptake of new behaviours) consumers, with 39% saying they are prioritizing customer-centric initiatives, such as improving experience or...
Shoppers are now prioritizing convenience and value
Despite the persistent threat of a recession, consumers remain confident about their financial well-being and are contributing to CPG sales growth, according to IRI's Q4 2019 Consumer Connect Survey. However, as consumers prioritize saving time, effort and money, they...
What are the key Customer Experience trends in 2020?
The price of providing a great Customer Experience (CX) is likely to become a key focus globally, rather than companies simply concentrating on the experience itself, according to the '2020 CX Trends' e-book from Hinduja Global Solutions (HGS). This article is...
Most Canadians still prefer making purchases in-store
Many Canadian consumers are turning to retail stores after conducting at least some online shopping research or activity beforehand, and 'relevant marketing' messages have been cited as one of the most important factors in their purchase decisions, , according to a...