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Brand Loyalty

Brands Take Note: Personalization Will Make Everyone a Pampered Consumer

Customer experience doesn’t begin and end with a visit to a store or website. The journey that leads to sales at checkout and builds brand loyalty for future purchases often consists of many disconnected steps. At the heart of it all is a need to create personal, human connections for consumers that feel cohesive and intuitive. This means brands must connect via touchpoints across all channels and devices to reach consumers where and when it’s most convenient to them with messages that matter most to their immediate…

MarTech Primer: What is Net Promoter Score

Net Promoter Score, or NPS, measures customer experience and predicts business growth. A core metric to measure customer experience management programs, it has transformed the ways of doing business across the globe. The score ranges from -100 to 100; this index measures if customers are willing to recommend business products or services. It tracks the satisfaction levels and customer’s brand loyalty. What Is a Good NPS? Global standards maintain an NPS score of 0 and above is ‘Good’, 50+ is termed as ‘Excellent’ and 70 or…

Laying the Foundations for Successful Online Personalization

Rising to the Challenge Personalization is an increasingly important tool for marketers, with Forbes predicting it will be a top marketing trend in 2020. With 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience, it is clear that users favor personalized content over traditional. So, why isn’t every brand using it? The truth is that many companies simply don’t know-how. More than half of marketers (59%) agree that they find it difficult to personalize…

Pega Survey Reveals Aftermarket Service Costs and Brand Loyalty Take a Backseat to Convenience for Vehicle Owners

Results uncover how automakers and dealers can deliver experiences that ease the burden of vehicle ownership Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced the results of a new global survey that revealed vehicle owners make aftermarket services decisions based on convenience, rather than brand or saving money. Vehicle owners are primarily driven by factors that alleviate the burden of vehicle ownership – such as great customer service (selected…

The Missed Opportunities in Today’s B2B Marketing Funnel

A lot of brands say that they put the customer at the center of their organizations, but most marketers know that they’re not living up to that promise. According to a 2019 survey by B2B International, delivering excellent customer experiences and connecting with customers emotionally represent two of the top challenges among today's B2B marketers. Only 29 percent of those B2B marketers believe their organization makes a significant impact on the customer experience. Meanwhile, only 36 percent believe their organization…

Consumer (Dis)Likes and Brand Loyalty in the Era of Digital Customer Experience

It’s no secret that customer experience – both in person and online – is top of mind for every modern business. Consumers can move from one brand to another with the touch of a button and have more options than ever to obtain the product or service of their choice. If brands don’t deliver the best customer experience possible on their websites and apps, they risk consumers going elsewhere, potentially putting brand loyalty and revenue on the line. What keeps consumers coming back to a brand or, perhaps more importantly,…

Accessibility Is the Missing Link in Your Digital Marketing Strategy

If your Marketing department is not including accessibility in your Digital Marketing strategy, start now. Digital accessibility may be the single most effective way to reach more customers, create a more engaging customer experience, and inspire deeper brand loyalty. We are in the midst of the first mainstream web accessibility movement. Between 2014 and 2019, the number of website accessibility lawsuits has jumped from 4,436 to a projected 11,184. The surge of lawsuits have asserted that the Americans With Disabilities…

Using Conversational AI to Improve Customer Experience

Customer experience should be top-of-mind for any customer-facing business in the digital age. But as consumers increasingly take their interactions with brands online (and into the chat channel), how is it possible to keep up with their demands while providing a level of satisfaction on-par with what they have come to expect from human interaction. In a recent report, Gartner predicts that as soon as 2020, 40% of users will primarily interact with new applications that support conversational UIs with AI. By 2022, it is…

True Talk – Authenticity With Latinx Marketing

When speaking to the US Hispanic (Latinx) community, it’s important for brands to remember a few key tenets. Most importantly, that the Latinx market is not one monolithic group. There are different facets of generations and ethnicities that make up this group, and each want and respond to different things. No matter what subset of the Latinx audience a brand is targeting, it’s crucial to speak with an authentic voice and tone that proves you have an understanding of the market and know how to be genuine in your outreach.…

Why eRetailers Should Turn to Experimentation Rather Than Surge Moments to Boost Business Growth

Amazon Prime Day is a bigger event with each passing year, drawing the participation (or competition) of ever more eCommerce retailers who find the potential Sales lift too tempting to pass up. In this year’s shopping fest, Amazon ratcheted up its approach by upping the day of deals and offering one-day shipping. Much like Black Friday, the ‘holiday’ famed for bringing retailers out of the red and into the black just before the end of the year, the 2019 Prime Day spree registered as a magnitude 8.0 on the retail Richter…

Building and Maintaining Digital Trust and Brand Loyalty: A Three-Step Process

Businesses that successfully achieve digital transformation don’t just complete it overnight. Transformation has many key components and best practices, and it’s a continuous process. When it is achieved though, these digital enterprises have the opportunity to prosper, build customer trust and maintain brand loyalty. As we engage with customers through more digital channels, maintaining their trust, in particular, becomes a highly paramount component to keeping your business afloat and prosperous. In recent years, customer…

5 Ways Marketing and Sales Can Use Creative E-learning to Boost Lead Generation

Forbes has estimated by 2025 e-learning could be worth a staggering $325 billion. With the rise in popularity and content, businesses are cashing in on the e-learning market and are becoming more creative with concepts to capture new audiences. The CPD Standards Office is a body that offers cpd accreditation in the UK and recently launched a campaign to uncover the top 10 most unusual e-learning courses on Udemy. The findings showed an acceleration in demand for unique and inventive courses, from zombie apocalypse…

Marketing to Gen Z

Gen Z – the generation born after 1995 – has long mystified marketers. Rumored to have low attention spans, the case may be that marketers just aren’t producing content that’s attention-grabbing enough for this portion of the population. The oldest members of this group are just graduating college and will soon join the corporate working force with expendable income to boot. Making up 25% of the population, building brand loyalty with Gen Zers is imperative to the future success of any brand In order to reach this…

8 Tips for Creating High-Performing Emails

Every month it seems like there’s a new way to contact customers—social media, chat, text messages, push notifications—and yet email is still the top-performing communication channel for the majority of marketers. There are no signs of Email Marketing slowing down either, with more and more consumers expected to adopt email worldwide over the next three years. Knowing these trends, it’s more important than ever to ensure that your Marketing emails are designed to actively engage customers and get a solid Return On…

Managing the Messaging Maze: How Modern Marketers Can Move the Needle with Millennials

It wasn’t all that long ago that Personalized Marketing meant addressing an email to someone by their first name. But these days, it’s not enough to call out customers by name in an e-blast if the content contains impersonal offers that don’t take into account their unique purchase histories. To stay competitive in our on-demand world, and build a pipeline of brand loyalty that ensures repeat business, brands have to create an individualized experience that accounts for each customer’s unique tastes and preferences.…

Don’t Color the World Yellow: Why Localization Is Key to Successful Marketing

The Guardian Newspaper in the UK recently found that by 2020, the quality of a brand’s customer experience will top price and product as a key differentiator. This is not surprising, considering the biggest brands today (think Amazon, Facebook, and even Google) revolutionized the user experience, making the internet more than just a mainstream medium and into an individualized platform thanks to Personalization and Localization. This has made the demand for relevant content even stronger, more so, than the millennial…

Why Businesses Must Grasp Millennial Thinking Or Face Economic Calamity

When it comes to shopping and buying, the Millennial generation appears to play by its own rules. And businesses that fail to understand the Millennial mindset are destined to fall behind their competition – and perhaps plummet into irrelevancy, says Gui Costin (www.guicostin.com), an entrepreneur, consultant and author of Millennials Are Not Aliens. “Millennials are changing how we buy, how we sell, how we vacation, how we invest, and just about everything else,” Costin says. “If you’re running a business, you have to…

Oracle Financial Services Global Survey Divulges Consumer Expectations for Digital Banking

67% of the Consumers Surveyed Have Switched to Digital and Become Open to Non-Bank Options Research from the New Digital Demand in Retail Banking shows that integration of banking needs to be better equipped with a customer’s digital lifestyle. The service should be instant, integrated with social platforms, and most certainly, with data being the driving force. In their latest report, Oracle has revealed the results of their survey which delved into a customer’s behavior, sentiments, and preferences on the banking…

Brands Must Show Loyalty To Earn Loyalty, According To Alliance Data’s New Consumer Study

Gen Z and Millennials Play by Their Own Set of Rules, and Now Loyalty Does, Too NextGen consumers are leading the retail industry to a new view on loyalty, according to new research by Alliance Data's card services business, a provider of a market-leading private label, co-brand, and business credit card programs. The newly released study, "The Rules of NextGen Loyalty," reveals how Gen Z and Millennials have been empowered by unique experiences, technology, and the power of choice to engage brands and experience loyalty…

Beating the Big Guys Is All About Brand Loyalty

There’s an imbalance in the sales and marketing industry today between small business and the industry giants of the world. With deeper pockets, wider budgets, and seemingly limitless tools at their fingertips, competing against the “big guys” can seem like an insurmountable task. But it doesn't have to be this way. With the right solutions and customer insights, smaller businesses can be just as competitive at winning over their customers. Regardless of the size of your business, the most effective way to drive customer…