customer loyalty

United Airlines is making headlines after forcibly removing a passenger from an overbooked flight. The behavior was absolutely avoidable, but here's the thing--United started out by trying to look out for employees' and customers' best interests.
We're more likely to buy a product if we feel a strong emotion towards it. Temkin Group research found that 87% of us make
Mass adoption of the Internet introduced the Third Industrial Revolution, which completely upended the ways in which we live and work. Now, experts are starting to weigh in on the Fourth Industrial Revolution - the rise of digital lifestyles and the new ways in which technology becomes embedded within societies, business and even the human body.
It's that time of year again: whether you've fallen for John Lewis' bouncing Buster the Boxer, have been captivated by Burberry's
To stand out against the competition, build brand loyalty and engage with the customer, digitising the customer experience is essential. Brands need to enhance the customer experience if they want to seriously capitalise on the popular 'pop-up' or festival opportunity
This weekend, I went on a shopping expedition to a popular Belfast shopping centre. I more often shop online, but just this once, as the Autumn sunshine made the indifferent summer seem a million years away, I spent a couple of hours in the shops.
The web-using world needs a reality check. Consumers who enjoy virtually unlimited access to information, social connections and entertainment on their devices all day long are - for the most part - oblivious to the costs and complexities associated with the online ecosystem.
We welcomed our latest intake of graduates last week. I was explaining our agency ethos to them: how we put the 'R' back into CRM (customer relationship management) and build genuine relationships between customers and brands.
Technology is only as good as the thinking and planning behind it; and new customer initiatives are only as good as their design and implementation. The companies that fail to understand this are risking not just money, but their reputations and livelihoods too. Good customer experience programmes can hold the key to every business's future.
Two weeks ago today, Google marked the opening of the Sochi Winter Olympics by making its global homepage Doodle a rainbow flag for lesbian, gay, bisexual and transgender equality.
Getting new customers takes a lot of work. You've put all that work into marketing and managed to entice lots of lovely buyers. Now what are you doing to encourage them to stay with you? (And you DO need to encourage them to stay, otherwise they might be tempted by a better offer and leave).
As an expert in the potential of the Vietnam market, having been there once before, I was with a regional director of Heineken. He carried a widget on his key ring by which he could identify the origins of every single can of his beer, including full details of when and where it had been brewed...
Given how central customer loyalty is to the bottom line for every smart company, I wanted to share five insights and action points from my research that I believe are essential to getting a customer loyalty strategy right
We now shop across a variety of channels and our loyalty to a retailer is more and more difficult to retain. These changes in both behaviour and technology beg the question - do retailers even understand loyalty anymore?
As businesses and high-street retailers join the race to reinvent themselves, an analysis of consumer loyalty trends in Britain over the four years since 2009 shows that the days of pleasure shopping and retail therapy are behind us - as bargain hunting and rampant discounting have become the norm in a tough economy.
Whether it's a Tesco Clubcard, Nectar points or a Boots Advantage card - most of us have a variety of loyalty cards in our wallet. But where did it all start? Can we even remember the days before loyalty schemes - and where can it go from here?
With a mobile wallet the process could be quite different. Consider this: you're walking past your favourite Indian take-away on the way home. As you walk past you get a text offering you half-price on your favourite curry. The next day you walk in and order the curry, paying by flashing the back of your phone at the point of payment with the offer applied automatically.
Every brand campaign needs to factor in consumers' instant and direct access to more information, more channels and more choice than ever before. Today the fight for customer loyalty is the new frontline in the marketing battle.
Mobile money and wallets (paying for things with your phone) have been all over the news recently. Many companies see a valuable income stream flowing from such payments and they're all setting up systems in the hope that theirs will become dominant in the market.
Is your wallet or purse bulging at the seams with receipts and loyalty cards? That's the problem which inspired Kartina Tjandra to create Kooki, a new app for the iPhone and Android that lets you put all those reward cards onto your mobile phone.