Tag Archives: customer loyalty

Changing Customer Experience Expectations

19 Mar

To succeed, changing customer experience expectations must be monitored. And fulfilled. As discussed before, a great customer experience facilitates repeat business. For example, look at these posts. Consistency Makes Good Customer Experiences Better. Closing the Customer Experience Gap. Better Customer Experience: Factor Consideration. Why the Customer Experience May Fail.

In the current global environment, consumers expect a lot. Thus, they want speedy shipping, fair prices, a nice shopping experience, and more. Whether in a store. Or online. Advice? Be prepared. And responsive.


Changing Customer Experience Expectations

To offer the best customer experience, we must understand what shoppers desire. And WE cannot meet these expectations without understanding them.

According to Erik Wander, writing for Adweek:

“Nearly 20 percent of U.S. households contain 10 or more connected devices. And they work new communication tools into their lives. Thus, they want multichannel options when they need service. Also, they expect it to be faster and easier to use. Yet, not all firms, meet expectations.”

“As a result, new research shows that 70 percent of U.S. consumers find customer service via multiple channels to be important. And 36 percent will switch channels if an issue isn’t resolved in an hour. But, many report trouble reaching helpful agents. In addition, they wait longer than expected. Finally, they find trouble navigating automated systems.”

“Yet, chatbots are not enough, notes Mark Sherwin, managing director at Accenture Interactive. Why? Because brands must better understand the conversations consumers seek. Then make them possible. Thus, that means stitching together AI and human empathy. Designing conversations. Curating experiences. And constantly evolving. ‘If done right, service becomes a differentiator and growth engine. Whether by retaining customers longer. Or by building advocacy to bring new customer conversations,’ he said.”

To learn more, look at this infographic. And for a larger view, click it.

Changing Customer Experience Expectations

iPhone Dominance and Pricing Over the Years

18 Sep

Yes, iPhones are a big deal, which we discussed last week when the 10th anniversary models were unveiled. Since introduction, the iPhone has represented a HUGE percentage of Apple’s total revenues.

As the following chart from Statista shows:

“Since 2007, Apple’s iPhone sales have consistently increased. It has gone from 40 million units sold in 2010 to more than 212 million in 2016. iPhone sales worldwide were over 136 billion U.S. dollars in 2016. As sales increased, the iPhone gained within the company. It has become the most successful Apple product to date. The iPhone’s share of the total revenue has jumped from 25 percent in the beginning of 2009 to 70 percent in the first quarter of 2017. As of the first quarter of 2017, iPhone’s share of revenue was at 69.4 percent. Much of the iPhone’s success can be attributed to Apple’s ability to be competitive, with new releases and updates.”


iPhone Share of Apple Sales worldwide — 2009-2017

Chart by Statista


Apple has accomplished these results despite large price increases. According to Niall McCarthy, writing for Statista, and the chart below: 

“The unveiling of the iPhone X was the most eagerly anticipated part of Apple’s launch extravaganza [on September 12, 2017]. The new handset made a daring design move in ditching the home button, while it now boasts a facial scanner and the ability to make animated emojis. For some fans, the enthusiasm of the event and the enormous hype surrounding the iPhone X will be tampered by the device’s exorbitant price tag. The iPhone X will cost between $999 and $1,149 for U.S. users. That makes it the most expensive iPhone to date, costing more than the iPhone 6s and 7 Plus, both of which hit the market at $949 (256GB). Back when the original iPhone was unveiled by Steve Jobs in 2007, the 4GB version of the device cost $499 and the 8GB version cost $599 (both requiring a 2-year contract).”


Chart by Statista


Coming Up Short with Customer Loyalty Programs

9 Jun

As we have reported before (click here, for example): “The quest for customer loyalty continues to be both a critical goal and a major challenge for companies of all types and sizes.” Given the importance of customer loyalty, why don’t more firms do a better job with their loyalty programs?

According to eMarketer:

“Firms invest heavily in loyalty programs — a key part of their growth strategy to hook today’s fickle and disloyal consumers. More than four-fifths of consumers said such programs make them more likely to continue business with brands; two-thirds said they modify spending to maximize loyalty benefits; and nearly three-quarters said they would recommend brands with good programs, according to a recent Bond Brand Loyalty study, in partnership with Visa. (The annual study covered 400+ loyalty programs across industries and surveyed over 28,000 North American consumers who participate in at least one program, most in the U.S.)”

“However, the study also suggested that many marketers may not have gotten their loyalty programs right. While the number of loyalty memberships each American consumer belongs to has risen each year to 14+ from under 11 in 2014, the number of programs that consumers remain active in has declined to under 7 from about 8 in 2014. Only 22% of loyalty members feel their brand experience is better than that of non-member. With personalization being a big buzzword, only a quarter of loyalty members said they are happy with the level of personalization experience, the study found.”
Click the image to learn more.


What Customers Want from a Program Loyalty

3 Apr

The quest for customer loyalty continues to be both a critical goal and a major challenge for companies of all types and sizes. [See 1, 2, 3.]

Today, we highlight an infographic from Colourfast (an international paper and plastic card printer based in Ontario, Canada) that looks at “what customers want to know before joining your loyalty program.”

Why is this perspective of customer loyalty programs to companies? According to Colourfast, American households have memberships in 29 loyalty programs but are active in just 12 of them; and a large percentage of shoppers do not even sign up for loyalty programs because of the hassle involved.



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