Tag Archives: Topic Customer Experience

Last week I had the opportunity to attend eTail West where over a thousand retail-focused marketers gathered to learn about what’s disrupting the industry and discuss a number of key topics, some of which include measurement, how to rebrand your loyalty program, marketing automation, the role of data, best practices for the design of retail, the importance of creating a personalized experience for each consumer…

Successful brands know how important customer satisfaction is for the success of their company. Leading companies understand that the way they deliver a product or service to the end customer is becoming as important as the quality of the product.

Growing consumer expectations for personalization. Fintech companies stealing marketshare. Increased privacy and regulatory restrictions.

Remember when a direct-to-consumer (DTC) brand could launch a Shopify store and build a million-dollar business via social media overnight?

Consumers want personalized experiences. We all know it. But delivering on this mandate is a challenge—to say the least. It requires knowing each customer (and potential customer) holistically so you can identify and accurately reach real people across devices and interactions over time with relevant messages.

“Is brick-and-mortar really dying” is a common question asked by marketers. The answer is no, it’s not.

As another year is coming to an end and we’re closing out a decade, we’re reflecting on the big loyalty accomplishment we achieved throughout the past ten years in addition to the marketing advancements coming in the future.

As consumers, we’ve defined the financial services industry by the different product offerings. For example, we might work with one bank for our mortgage needs and another for our checking and a third for our savings and financial planning.

The best loyalty programs create 1:You experiences for their very best customers. From earning to redeeming and everything in between, a good loyalty program listens to its customers. It creates the connections that deliver lifetime value to both the customer and the brand they love.

With the positive results marketers are seeing with their advanced TV strategy, it comes as no surprise that more than 50% of marketers are likely to include Advanced TV in their advertising schedules. By the end of next year, connected TV spend is expected to reach $913M, up from $293M in 2016.

In today’s marketing landscape, we as consumers expect a seamless customer experience.

The time for change is now. Consumer expectations are constantly evolving and the digital, hyper-personalized world we live in is complex. The true meaning of customer loyalty has shifted from a transactional brand relationship to one that now communicates on a 1:You level. And, the opportunity for program expansion has become a reality.