Changing Customer Experience Expectations

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 […]

Read more

iPhone Dominance and Pricing Over the Years

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 […]

Read more

Coming Up Short with Customer Loyalty Programs

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 […]

Read more

What Customers Want from a Program Loyalty

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 […]

Read more

What Was Hot in 1997?

We tend to spend a lot of time looking at the “hot new things,” such as connected vehicles, virtual assistants, and a lot more. But, as marketers, we seldom look back to the past to see what was hot then in terms of fads and long-running successes. What hot high-tech products from 20 years ago […]

Read more

Customer Service Means a Good Return Policy

Now that the 2016 holiday shopping season is over (except for spending gift cards), a vital question to consider from both the customer’s and retailer’s perspective is: What kind of return policy best serves my needs? For many consumers, the answer may be: an unlimited time frame to return a purchase. For many retailers, the […]

Read more

THREE Infographics to Help Improve Customer Satisfaction

As we know well, the minimum requirement for consumer loyalty is customer satisfaction, a concept that needs to be thoroughly understood and sought by companies. Recently, Salesforce developed the three infographics shown below on customer satisfaction and how to improve it.  As reported by Ritika Puri: “Customer satisfaction is one of the toughest, most abstract […]

Read more

Videos on How to Map the Customer Loyalty Cycle

American Express Merchant Services has developed two videos on mapping customer loyalty. These videos are mostly oriented to small businesses and fall under the American Express OPEN banner, which is the small business division of American Express. Besides the videos below, American Express offers an extensive FREE Knowledge Center.   The first video is Mapping […]

Read more

Getting Loyal Customers and Turning Them into Advocates

All companies are after loyal customers — those who keep coming back to visit with the firms and regularly repurchase from them. It’s a tough competitive battle to capture and retain such customers. But, even more valuable than loyal customers (and harder to achieve) are loyal customers who also serve as brand advocates or evangelists. […]

Read more

Better Understanding the Mind of the Multichannel Shopper

Each year, the number of consumers who shop at multiple formats — including both off-line and online — increases. To better understand these shoppers, MasterCard recently published: The Retail CMO’s Guide to the Omnishopper — “What transaction data and consumer insights say about the attitudes and behaviors of tomorrow’s global customers.” Consider this from MasterCard: […]

Read more