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November 6: Loyalty Links & Likes

Screen shot 2012-06-20 at 9.38.29 AMAn Ounce of Loyalty is Worth a Pound of Most Everything Else –Business 2 Community

A review of the 2014 Brand Keys Loyalty Leaders list, which includes industry giants like Apple, Google, Amazon and Samsung, but also includes 36 brands that are new to the list and represent new categories that  previously didn’t break the top 100.

Nobody Loves You: Demystifying Brand Loyalty –The Guardian

Contradictory views of loyalty marketing are causing riffs between brand owners as marketing in general has shifted towards being more relationship-oriented. So how do brands measure the success of their programs beyond simply tallying up repeat purchases?

Poor Customer Care is Hurting M-Commerce Payments – Payments Source

As consumers increasingly shift their buying habits from in-store retail to mobile commerce, they are also shifting their expectations of customer service. If retailers can’t transition the customer care they provide in stores over to the web, they risk an increase in abandoned carts.

The Big Mystery: What’s Big Data Really Worth? –The Wall Street Journal

In the world of data-driven retail, companies are building new plans that revolve entirely around the collection and sale of said data. Do companies account for time employees spend collecting data as an expense or capital investment?

Customer Experience Should Not Be the Job of Just One Person –Entrepreneur

As businesses start to rely on the customer experience to drive loyalty, it’s important to remember that this can create new challenges for a business. This article looks at the merits of delegating this responsibility to a team, rather than to one individual.

 

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