BizReport : Loyalty Marketing

Loyalty Marketing

Monday, December 17, 2012

SocialVibe: Too many social media updates turn off consumers

Consumers on social media are sensitive to update overload from brands they have connected with, according to a survey sponsored by SocialVibe, which points to a need for brands to get the engagement balance right. >>

Monday, December 17, 2012

81% of European shoppers would spend more for superior customer experience

Price plays an important role in the decision making process, but the vast majority of shoppers would pay extra for a superior customer experience, according to the results of a recent report by software firm Oracle. >>

Thursday, October 11, 2012

Restaurant deals site kills fake reviews

A new verification procedure put in place by the most popular restaurant deal site in the U.S. ensures reviews are only left by customers who have actually eaten in restaurants they review and focus on the dining experience. >>

Tuesday, October 09, 2012

Mobile surveys vital for genuine point-of-experience customer feedback

Recent research has highlighted the growing role of mobile in customer insight, with more people prefering to give feedback and participate in research from their devices. I asked SurveyMe CEO and founder, Lee Evans, about the advantages of using mobile for customer insight and how some of his clients are using the channel. >>

Monday, October 08, 2012

Consumers want to be rewarded for sharing personal data

Businesses that don't act quickly to demonstrate that collecting personal information benefits consumers run the risk of eroding relationships, according to a new online survey conducted by loyalty and analytics firm LoyaltyOne. >>

Wednesday, September 12, 2012

Online shoppers demand the immediacy, personal contact of live chat

Online shopping is efficient and convenient, and can save time and money, but there is one thing missing - someone around to tap on the shoulder when help and advice is needed. >>

Monday, September 03, 2012

Travel: Responding to customer reviews increases loyalty and bookings

Hotels are missing out on a valuable opportunity to create loyalty and interest when they fail to respond to reviews customers leave online, according to new research from online reputation experts TrustYou. >>

Friday, August 24, 2012

Retailers without mobile apps judged old-fashioned

A survey of U.S. mobile users by API technology provider Apigee reveals retailers that don't provide a mobile app not only appear old-fashioned but cause consumers to worry they will waste time and money visiting the store. >>

Thursday, July 19, 2012

Empathica: Few shoppers believe their feedback has an impact

When a consumer provides you with feedback, what do you do with it? More than half of consumers believe their feedback is ignored, according to new research from Empathica Inc. >>

Thursday, July 05, 2012

Drumbi: Great customer service motivates US shoppers to buy more

A new infographic, put together by consumer experience service Drumbi, reveals that many consumers would spend more with a company that provided a great customer service experience. >>

Friday, June 29, 2012

Apple app downloaders 52% more loyal than Android

Consumers who download apps to an iPhone or iPad are far more loyal to those apps than users of smartphones and tablets running Google's Android, according to new data from mobile app analytics firm Localytics. >>

Thursday, June 21, 2012

Plink, LocalResponse up the ante for local consumers

Loyalty is going mobile for one platform. Plink, a loyalty/rewards program which enables consumers to earn rewards for shopping with or dining at their favorite stores and restaurants will begin a mobile phase in July. >>

Tuesday, June 19, 2012

Social media customer service lacks speed, attentiveness

Companies must urgently address their social media customer service offerings. Social media is increasingly becoming the channel of choice for consumers looking to air their grievances or ask companies a question. However, as many studies show, companies aren't being as attentive as consumers expect. >>

Wednesday, June 13, 2012

UK: Consumers turn to social for service but no-one's listening

When it comes to online customer service in the UK via social channels, it seems the lights are on but no-one's listening. Despite more customers turning to social media channels to air their complaints or ask questions, the vast majority of companies are turning a deaf ear, according to new research from Eptica. >>

Wednesday, May 30, 2012

Brands: Consumers won't wait on hold for you

Brands, if you're hold times are long you're losing customers and advocates. That, according to a new report from Ifbyphone. The report found that nearly three-quarters (73%) are more likely to recommend a brand which doesn't keep them waiting on the phone while more than 40% say it's 'very unlikely' they'll recommend a business which keeps them waiting on the phone. >>