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customer loyalty

How Brands Can Scale Gracefully in a Global Crisis

In today’s digital era, consumers hold very high standards when it comes to brand experiences. From premium websites and personalization to flexible services and fast response, brands must master all aspects of the consumer experience to retain loyal, long-term customers. Those that achieve this can drive revenues 5.7 times greater than their competitors who don’t, but how does this practice apply in the midst of a global crisis? Extraordinary events, such as the recent Coronavirus outbreak, dramatically change consumer…

New Avionos Data Reveals the Need for Seamless On and Offline Commerce Experiences Citing 69% of B2B Buyers Unable to Complete Purchases…

The report breaks down the evolving B2B commerce landscape, and how salespeople and technology can most effectively work together to counter the effects of market uncertainty Avionos, which designs and implements digital commerce and marketing solutions, releases its third annual B2B report, “Turning B2B Salespeople Into Strategic Advisors.” The report proves that B2B salespeople aren’t going anywhere, despite Forrester arguing in 2017 that the B2B salesperson would be displaced by technology by 2020. Marketing Technology…

Understanding Online Buyer Behavior without Using Third-Party Cookies

As the need for protecting privacy on e-commerce sites intensifies, Fanplayr’s approach provides insight without compromising the personal data of online shoppers With Google’s recent announcement that advertising cookies will be restricted, and eventually eliminated, many businesses are now wondering how they will be able to track buyer behavior. However, Fanplayr, the leader in targeted, real-time e-commerce conversion solutions, understands that third-party cookies aren’t necessary to understand the site metrics that…

MarTech Primers: Customer Service Versus Customer Experience

Forrester’s report on the Customer Experience Index states that the top 20% of brands investing in customer experience recorded a higher stock price growth and achieved greater returns. Companies focus on mitigating pain points to prevent reputational risks  - dedicated support, personalized services, and 24/7 assistance are a few measures that they adopt. Customer service is one component of the elements shaping up the overall customer experience. In this blog, we shall highlight the major differences between the terms…

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…

Punchh Continues to Build Loyalty Across Convenience Store Category

Company to showcase its industry-leading platform at Convenience Retailing University Punchh, the leader in customer loyalty and engagement solutions for physical retailers, today announced its participation at Convenience Retailing University (CRU), February 18-19, 2020 in New Orleans, Louisiana. The Company will showcase its industry-leading loyalty platform at booth #506 as it continues to drive customer engagement for convenience store retailers nationwide. Ahead of CRU, Punchh kicked off its partnership with Casey’s…

Get Creative With Native Throughout the Customer Journey

Organic growth in digital media consumption is driving budget allocation towards associated advertising, with digital investment expected to grow almost 13% year-on-year, reaching around half of the total APAC ad spend. But, as we enter a new decade, marketers must carefully consider where those budgets are spent. Tempting as it may be to go for attention-grabbing techniques and quick wins, these will only result in ad fatigue and avoidance, as well as damage to brand reputation. Instead, marketers should take a…

Daily MarTech Roundup: Coolest Things in Marketing and Sales Today

Today’s Daily MarTech Round-up covers latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Talkwalker, ExaWizards Inc., DirectScale, Inc., Braze, Liveclicker, and Google. Talkwalker Launches Conversation Clusters, Accelerates Insight Discovery With Augmented Analytics Tool Talkwalker, the leading social listening, and analytics company, announced the launch of Conversation Clusters, a data visualization tool that enables marketers, PR professionals, and consumer insight…

Daily MarTech Roundup: Top Coolest Things in Marketing and Sales Today

Today’s Daily MarTech Round-up covers latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Zendesk, Inc., PelicanCorp, Alibaba.com, SugarCRM Inc., Engagio, Rakuten Marketing, Google and Ada. Zendesk Releases New Research With Insights on the Power of Service in Influencing Customer Loyalty Zendesk, Inc. released the Zendesk Customer Experience Trends Report 2020, analyzing how businesses can drive customer loyalty, what matters most to people when they engage with…

How Retailers Can Use Click-And-Collect to Bolster Long-Term Business Growth

This year’s holiday season left consumers in a crunch with six less shopping days between Thanksgiving and Christmas. With added pressure to meet record Sales goals and deliver on increasing customer demand, retailers are increasingly turning to click-and-collect, or BOPIS (buy online pick-up in-store), to provide a more convenient shopping experience. With brick-and-mortar retail Sales slumping in recent years and thousands of stores closing in 2019 alone, many trends have indicated that shopping online and picking up…

Why Intrusion-Lite Advertising is the Future of Digital Ads

Over the past few years, the Digital Advertising landscape has vastly changed. In fact, this year for the first time, digital ad spending surpassed traditional ad spending, signaling a tipping point for the industry. But, this does not mean that the same Digital Advertising strategies that have been popular for years are going to remain consistently successful. Take banner ads for example; the average consumer is served more than 1,700 banner ads every month, but only views about half of them. When banner ads were first…

Vonage Announces Strategic Alliance With Grant Thornton to Accelerate the Digital Transformation of Financial Services Organisations

Alliance Includes Development of the 2019 Customer Loyalty and Experience Index (CLIX), the Leaders of Which Are to be Revealed at the CLIX 2019 Awards Event Vonage, a global business cloud communications leader, announced a strategic alliance with Grant Thornton UK LLP to help accelerate the digital transformation of UK financial services organisations, as they seek to outcompete on customer experience. “Digital transformation represents one of the most significant and current opportunities in business, to deliver…

The Future of Customer Engagement

Technology is changing the face of Marketing. In a complex, competitive and fragmented market, building long term loyalty is becoming more and more difficult for brands. At the heart of great customer engagement is a new Marketing mix of data, creativity, and technology. Technology is driving changes in consumer behavior and in order to adapt and thrive, marketers need access to the right data in order to know and understand their audience as individuals and to drive their creative decisions. The Impact of Technology on…

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,…

How to Grow Your Customers Base During a Transition: Lessons from the Golden State Warriors

Companies are constantly changing and evolving. While this is usually exciting to employees who are privy to the long-term company strategy, these same changes can often feel disorienting to customers and may even put customer loyalty at risk in the short term. The Golden State Warriors recently tackled a similar challenge while migrating their customers base to Chase Center, a brand new world-class sports and entertainment destination in San Francisco, set to open in September. For the six-time NBA Champion Warriors,…

5+Types of AI Tools to Enhance Mobile Marketing Campaigns

As soon as Artificial Intelligence (AI) entered the scene, it became a hot topic. Businesses are widely embracing AI technologies such as Machine Learning, which simplifies the workflow for marketers in so many ways and offer a myriad of benefits. Many hotel chains, e-commerce companies, airlines, and brick-and-mortar stores didn’t think twice about whether to use AI to provide better service to their customers while increasing revenue. Face recognition, Voice assistants like Siri, Alexa, and Cortana, smart selfies, and…

Why Prime Day Deals Won’t Buy Long Term Customer Loyalty

The lead up to the holidays is no longer the star Sales day of the year thanks to Amazon’s Prime Day. The company’s annual “Christmas in July” Sale was its biggest ever, lasting a full 48-hours, and exceeding sales for Black Friday and Cyber Monday combined. This massive e-commerce Sale initiative seems like it would be the perfect opportunity for vendors and brands to show millions of devoted Prime shoppers the best deals. But this year we saw major brands like Target and Walmart hop on the Prime Day bandwagon, and with…

Meet the Entrepreneur Who Believes “Packaging Is the Most Important Part” of Gift-Giving

When it comes to giving a gift, is it still a case of what is on the inside that matters most - or is there something much more exciting about the packaging it comes in? We all know the thrill of receiving or buying ourselves a luxurious gift – and these days the experience is enhanced by the array of creative packaging it comes in. Companies are increasingly aware that they need to woo their customers not only with a fabulous product, but the way it is wrapped must also live up to expectations. Whether it’s an item…

Tackling Customer Churn: How to Be More Effective at Targeting Customers Who May Be Thinking of Leaving You

For businesses focused on retention within the customer lifecycle, a key question is how to tell when your customers are thinking of leaving? While this question can be applied across a range of industry verticals, it is very apparent in the competitive fuel industry, where a customer may hold multiple fuel cards from different providers. Ensuring a card is consistently used by remaining ‘front of wallet’ is, therefore, a key priority. Sometimes there are obvious signs that a customer is about to leave, such as declining…

Not All Product Recommendations Are Created Equal

Done right, Product Recommendations increase conversions, boost average order value and strengthen Customer Loyalty. They also automate content, freeing up labor costs so creative efforts can focus elsewhere. But not all Product Recommendations are created equal. Sure, you can easily make recommendations based on best sellers, current trends or current sales, and that’s usually moderately successful. But if you want to see a significant lift that truly impacts your bottom line, recommendations should be personalized based…