consumer marketing

Give Business Customers The VIP Treatment With Omnichannel Support

Give Business Customers The VIP Treatment With Omnichannel Support

The human touch is important, and many business leaders equate great customer service with a customer’s ability to reach an actual person quickly. But company leaders who aspire to deliver excellent customer support should be aware that today’s customers increasingly demand the tools and resources to resolve problems themselves.

10 Best Rewards To Increase Customer Engagement

10 Best Rewards To Increase Customer Engagement

Keeping customers engaged with your rewards program can be tough.  In order to keep them interested, your customers need to be constantly reminded of your program’s benefits. Otherwise, they might forget why they joined the first place, potentially costing you business and having a negative effect on your bottom line. 

Customer Loyalty in the Digital Age

Customer Loyalty in the Digital Age

Around 80% of consumers use mobile phones inside a physical store to check product reviews, according to a recent study by website design firm Outerbox, underlining the advent of the omnichannel shopping era.

Combine this with the growing spending power of the notoriously choosy Millennial generation and it is easy to see why some commentators have branded the concept of customer loyalty as dead.

To Save Retail, Let It Die

To Save Retail, Let It Die

The store of the future will become the most powerful media channel available to a brand, offering customer experiences that are the most profitable product a retailer can sell. But to get there, retail as we know it must die.

More Than Digital Plus Traditional: A Truly Omnichannel Customer Experience

More Than Digital Plus Traditional: A Truly Omnichannel Customer Experience

In sector after sector, companies are asking how they can adapt to the digital world—how they can build more digital capabilities, create more digital offerings, and even become “digital first” organizations.

But for institutions that have served customers for decades in person and over the phone, digital too often falls short. After the debut of a new app, for example, a jump in sales may not be as big as expected, while hoped-for operational efficiencies—such as a reduction in expensive call-center and in-store customer-support requests—hardly materialize.

Executives naturally wonder why: aren’t customers demanding digital? Without question, they are. But not to the exclusion of other channels, which remain critically important.

Study: One in four retailers feel paralyzed by Amazon

Study: One in four retailers feel paralyzed by Amazon

According to the study, 60% of retailers consider Amazon at least somewhat of a competitor. These companies also continue to grapple with free shipping, email communications and better access to customer data to mimic what Amazon does best: provide highly personalized and convenient experiences for customers. 
 
Specifically, 63% of retailers believe free shipping for loyalty program members is one of Amazon’s most impactful consumer-facing technology initiatives. Yet, only 10% of retailers have significantly increased investment in technology to better compete with Amazon. Meanwhile, 29% of retailers haven’t even changed their data collection and analysis processes as a result of Amazon’s influence.