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February 4: Loyalty Links & Likes

Loyalty Links & LikesUsing Smartphones and Apps to Enhance Loyalty Programs – The New York Times

The age of smartphones has presented opportunities for small businesses to engage with customers on a scale previously reserved for larger companies. Loyalty apps not only allow businesses to automate certain administrative tasks, but also allow them to collect the data that helps them determine the effect their offerings have on the customer.

Customer Experience is the New Battleground for Winning Customer Loyalty – Business 2 Community

Larisa Bedgood puts it bluntly in this article about the customer experience: “you need your customers more than they need you.” Customers have access to more product options on more channels, so enhancing and personalizing the customer experience is more important than ever.

Embracing the Blur: How Luxury Retail Can Capture the Blended-Channel Consumer – COLLOQUY

COLLOQUY contributing editor and luxury retail expert Steven Dennis discusses the growing phenomenon of blended-channel customers – those who sometimes buy in-store,  then buy from a website and shop on-the-go on their smartphone. To their detriment, many luxury brands have been slow to adapt to this channel-promiscuous customer.

How to Keep Your Customers Loyal Forever – Forbes

In this interview, Noah Fleming, author of Evergreen: Cultivate the Enduring Customer Loyalty that Keeps Your Business Thriving, argues that marketers need to reconceptualize their definition of marketing. It is equally about retaining customers as it is acquiring them.

CIOs Must Balance IT, Business Tech, Says Forrester’s George Colony – Wall Street Journal

George Colony, CEO of Forrester Research, told the crowd at the Wall Street Journal’s CIO Network event that chief information officers must balance the creation of business technologies with internal IT systems in order to win, serve and retain customers. While internal efficiency is important, the consumer-facing business technology can make or break a customer relationship.

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