Frustrated Consumers Three Times More Likely Than Satisfied Consumers to Avoid Buying from Retailer or Brand Again, Accenture Study Finds

Nearly Half of Consumers Would Pay More for Experience That Exceeds Their Expectations Consumers who had a frustrating shopping experience are three times more likely than satisfied consumers to not buy from the retailer or brand again, but companies that consistently exceed customer expectations could significantly increase revenues by charging a premium for the experience, according to new research from Accenture. The research is based on a survey of more than 20,000 consumers across 19 countries in North America,…

memBrain Appointed As Digital Brand Licensing Partner For Church & Dwight

Agreement reflects consumer goods manufacturer's commitment to bring digitally-driven brand extensions to innovative markets memBrain LLC, a leading global strategic marketing company headquartered in Los Angeles, California, has been appointed by Church & Dwight Co., Inc. as its brand licensing partner for new digital physical product categories, services, informational products, and other unique brand extensions, positioning the company for growth in innovative new markets and distribution channels. Church &…

Meredith Corporation Extends Multiyear Licensing Contract For Better Homes & Gardens-Branded Products Exclusively At Walmart

Meredith Corporation—the leading media and marketing company, with national brands serving 185 million Americans and 90 percent of U.S. female millennials—announced an extension of its licensing agreement through mid-2024 for its successful line of Better Homes & Gardens-branded products at Walmart in the United States and Canada. "At over 4,000 stores nationwide and increasingly online, Walmart shoppers continue to demonstrate their passion and loyalty for the style, quality and value of Better Homes & Gardens…

CBX Branding Veteran: New Crop of Store-Brand Names Signals Strength of Private Label

Top Retailers Are Taking Their Names off of Their Store Brands to Create Private-Label Lines That Command Attention on Their Own Terms, Notes Todd Maute in Column for Store Brands Magazine Top retailers are taking their names off of their store brands—and the reason has everything to do with the growing quality and consumer acceptance of product lines created by retail chains, writes Todd Maute, a partner at brand strategy and design agency CBX, in a new column for Store Brands magazine. While highly-regarded retailers…

Behind Brand Storytelling: What Makes Your Website Story Work

More often than not, when people hear the word storytelling, they think of novels, short stories, poetry. But as the world is moving forward, driving forth every existing concept, no idea remains unchanged. Storytelling is no exception—it’s becoming a pivotal foundation of Content and Brand Marketing. When telling the story of your brand on your website and social media, in email newsletters and videos, what is it that you should always focus on? Your target audience, of course. Character-driven storytelling is relatable,…

How Brands Can Successfully Marry Data Analytics with the Human Touch to Improve CX

Nearly half of U.S. employees say their company has embedded AI into their standard business processes, and more than half of employees fear that they’ll lose their jobs to advanced automation and robots. However, in the midst of the chatter around how AI may be taking jobs away, we’re neglecting a very important discussion: how can AI actually improve jobs? This is a particularly necessary conversation for brands and marketers looking to use technology to boost sales or reduce customer churn, but what areas are important…

Factual Introduces New Machine Learning-Based Predictive and Loyalty Audiences

New Segments Identify Affinity or Intent Using Actionable Insights From Real-World Consumer Behavior to Identify, Reach and Engage Customers Factual, the location data company, announced a significant update to its Audience product, adding Predictive and Loyalty audiences built using machine-learned predictive insights to its roster of targeting solutions for marketers. “Factual’s new scalable Predictive and Loyalty audiences help marketers target their campaigns more efficiently, reaching their customers at the right…

Brierley+Partners’ B-Stamp Technology Leads Sapporo to Win Loyalty360’s Customer Engagement & Experience Platinum Award

B-Stamp Reinvents Customer Tracking and Engagement with Interactive Digital “Punch Card,” Separates Loyalty from Payment Method Brierley+Partners, internationally recognized as the industry leader for creating lifetime brand loyalty, announced that its customer, Sapporo Lion, was awarded the Platinum award at Loyalty360’s Customer Loyalty Awards. The star of Sapporo’s winning campaign was Brierley’s B-stamp, which enabled Sapporo to overcome its challenges in customer tracking, while driving engagement with an interactive…

UK-based Brands Improving in CX Quality But There Is Stagnation At The Top

Forrester's 2019 UK Customer Experience Index finds that even the top performing brands in the UK are not real CX leaders; To stand out from competitors, brands must focus on emotions to build loyalty  Forrester's 2019 UK Customer Experience Index (CX Index™ ), released at the Forrester CX Forum in London revealed that overall customer experience has improved in the UK. Four out of the five industry front-runners are the same as last year, although none saw a significant increase in score. An analysis of the UK results also…

3Plus, Three Ireland’s Digital Loyalty Program built on Evolving Systems’ technology, wins Prestigious All Ireland Marketing Award

Evolving Systems, Inc., a leader in real-time digital engagement solutions and services, would like to announce that 3Plus, Three Ireland’s digital loyalty and customer engagement program, has won the All Ireland Loyalty Marketing Award. The program is built on Evolving Systems’ technology. Organized by The Marketing Institute of Ireland, the All Ireland Marketing Awards program is the nation's premier means of recognizing the success of Irish marketing professionals and acknowledging their major contribution to the ongoing…

Zomaron Acquires DataCandy and Rebrands as Paystone to Become North American Powerhouse in Customer Engagement Solutions

Zomaron, a leading Canadian fintech firm, and DataCandy, a Montreal-based software company, have joined forces and will rebrand under the Paystone name, effective today. As part of the acquisition, Paystone will retain the award-winning DataCandy gift card and loyalty platform and establish its Montreal office as the company’s second headquarters. “We are committed to becoming a trailblazer in the payment and software sector, and this is just the beginning. Maintaining an acquisitive mindset is key for our product roadmap…

Using AI and Personalization to Provide a Complete Brand Experience

These days, 63% of consumers expect Personalization from the brands they engage with and believe they are recognized as an individual when sent special offers. With this statistic in mind, it should be clearer than ever to businesses that Customer Personalization needs to be a top priority. But how can companies accomplish this mass personalization without a huge budget? In this respect, implementing Artificial Intelligence (AI) has the potential to spearhead personalization and ensure the delivery of an effective brand…

Optimizing Loyalty Communications: Finding a Partner with Technology and Convenience Retail Expertise

A loyalty program is a powerful tool in today’s highly competitive convenience retail market, and that’s why an overwhelming majority of C-stores in the United States offer a program. According to PDI’s 2019 C-Store Shopper Report, 73 percent of C-stores in this country have a loyalty program in place, with the majority (97 percent) saying their programs have been in place for over a year. Well and good, except many c-store operators struggle to turn their programs into a powerful tool for generating sales and foot traffic.…

Merkle’s HelloWorld Adds James Riess to Its Growing Loyalty Team

Riess Brings a Wealth of Experience in Data-Driven Loyalty Marketing and Award-Winning Customer Experiences On its path of continued expansion, HelloWorld, A Merkle company, and a leading digital marketing solutions provider for the world’s best brands, welcomed James Riess as SVP, Head of Strategy & Insights for Promotions & Loyalty Solutions. Based in New York City, James also joins as a member of the Senior Leadership team reporting to Chris Wayman, EVP, GM, Client Services. “HelloWorld’s Strategy & Insights…

Too Many Marketers Have Coin-Operated View Of Customers Reveals Study On Relationship Building And Emotional Loyalty

New CMO Council Research Finds Marketers Are More Focused on Transactional Relationships with Customers Rather Than Building Lasting, Emotional Attachments That Engender Loyalty Organizations see dollar-signs – not people – when thinking of their customers according to a new study released by the Chief Marketing Officer (CMO) Council. While marketers admit their future growth and success will rely on leveraging deeper relationships with customers, 43 percent surveyed by the CMO Council admit that their organizations…

Software Company Agillic Is Entering the DACH Region with a Native Customer Marketing Platform to Help Brands Act on Insight Through a…

“Make it all about me!” This is the craving brands must satisfy as they engage with customers. Today, personalisation and relevance are chief value drivers in marketing. However, with a continually increasing volume of customer data, tools to make that data actionable are a necessity. Marketing software company Agillic provides a native customer marketing platform that enables companies to orchestrate and execute highly personalised communication across channels. In August 2019, the company entered DACH and is now out to…

Fireside Chat with Brandon Logsdon President and GM, Marketing Cloud Solutions at PDI

Brandon Logsdon talks about how PDI is committed to community partnerships   How was this partnership established? The National Association of Convenience Stores (NACS) is always looking for ways to proactively address the needs of the convenience and fuel retail and supplier industry. Training and nurturing the next generation of industry leaders and visionaries is part of that need. When the opportunity came up to partner with the Massachusetts Institute of Technology’s (MIT) Sloan School of Management, NACS turned…

The Office of Experience Shares New Model for Brands at Service Design Week

Executive Director Matt Herlihy Delivers Keynote on Bridging Gap between Promise and Delivery Disruption is the theme of Service Design Week this year – and hundreds of experts will convene in Chicago this week to examine how brands can use design to transform and improve customer experiences across all industries. The Office of Experience (OX) is thrilled to be part of this group of forward-focused experts speaking at the conference and will share its unique approach to service design that delivers value for brands in…

SRAX Partners with ZAP, One of the Largest Loyalty Programs in the Philippines, to Integrate Point-of-Sale Data with BIGtoken

BIGtoken Will Ingest Point-Of-Sale Data from Millions of ZAP Users to Increase Accessible Data for Advertisers SRAX, Inc., a digital marketing and consumer data management technology company, has partnered with ZAPGroup Inc., one of the largest point-of-sale (POS) retail loyalty programs based in the Philippines. Through the co-marketing partnership, ZAP will encourage its users to download and join BIGtoken, and BIGtoken will prompt its existing user base to join ZAP. Users who join both platforms and agree to share…

What Brand Purpose Really Is

Critics of “brand purpose” – the idea that brands need to improve the world or society as well as just make money – tend to dismiss the notion as an ineffective fad. You’ll hear brand purpose called virtue signaling, or people making claims that purposeful branding exists in a Marketing bubble. The backlash hasn’t stopped Paul Polman and Alain Jope of Unilever, or London’s Financial Times, taking firm stands in public on the need for purpose. Many more have joined them. With every day that passes, brand purpose looks less…