When it comes to franchise marketing, each franchise location typically lacks their own unique online presence. This is because online corporate websites and social networking initiatives are usually targeted at a general consumer audience — not any specific geographic area. There is an opportunity for franchise owners to increase awareness in their own markets through social networks.… Read More
A new report published last month by Famecount revealed that retail, food and fashion brands are amongst the most popular categories on Facebook, Twitter and YouTube, with Starbucks boasting a top index score of 69.2% and an unfathomable Facebook fan count of 7.5 million – and counting. As a result of this huge shift in buying… Read More
Every generation needs a new revolution, and loyalty marketers face a revolution of our own. We are at the crux of an historic moment—of financial, technological and social changes that are reshaping the entire industry. The challenges are daunting, the opportunities tantalizing, the keys to success not always clear. While no single plan guarantees success,… Read More
The buzz surrounding social media is palpable, but most retailers are struggling to figure out how much of it generates actual value and how much is just a fad. Here, then, are five real-world examples of retailers that are using social media in intelligent and creative ways, and creating customer ambassadors in the process. See… Read More
According to a study conducted by Bain & Co., although 80 percent of companies believe they offer a superior customer experience, only 8 percent of their customers agree. Based on a recent study of 200 companies worldwide, we’ve identified six steps to developing a fool-proof customer loyalty program. See the article about fool proofing loyalty… Read More
Be my friend, get a free bagel! That’s the message Einstein Bros. Bagels is telling potential customers on Facebook, and, at least in visible numbers, it’s paying off. The bagel-and-schmear giveaway started less than three full days ago, and already the bagel chain has increased its Facebook fan count from a measly 4,700 to a… Read More
The advancement of mobile technology and the pervasiveness of smarter and commerce-ready mobile devices among customers are the top two pressures driving adoption and use of mobile retail or mobile channel initiatives. “The mobile channel is a necessary customer touch point that retailers will need to embrace as more customers turn to anytime anywhere shopping,”… Read More
Everyone is talking about social media and with good reason. In the retail sector, social media is having a huge impact on the way brands interact with their customer base, as we found in our recent research which explored the impact social media is having on consumer behavior. See the article about switching to social… Read More
In studying customer reward programs, Michael McCall, a consumer psychologist at Ithaca College, has found that they are not always so rewarding — for the customer or the business. McCall discussed with DMNews his June 2010 paper, “Building Customer Loyalty: Ten Principles for Designing an Effective Customer Reward Program,” which he co-wrote with Michigan State… Read More
According to a recent customer satisfaction study reported in this month’s the Harvard Business Review; the answer is probably “yes.” The idea that companies must “delight” their customers or “exceed customer expectations” has become so entrenched in business lore that it is rarely questioned. According to conventional wisdom, customers are more loyal to companies that… Read More