The Post-Purchase Brand Experience

Seventy-nine percent of consumers say they’re likely to opt for in-store pickup of an online or mobile order (up 30% from five years ago). Even if free shipping is an option, that percentage only drops by two points. Meanwhile, the same percentage of consumers say they’re likely to take advantage of in-store returns if available. So, with digital sales growing at a faster rate than comp store sales, the store’s role as a fulfillment and return center is becoming more prevalent.

5 stages to building customer loyalty

There are a number of stages that people experience in developing a relationship. At each stage, there is often a decision (sometimes more thoughtfully arrived at than others) to move forward to the next level or to end the relationship completely. As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Increase Customer Loyalty and Retention by Using Advanced Analytics

Aug 26 2016

It’s true. Marketers have more tools and technology to interact intelligently with customers and customer data than ever before. However, pulling all the data together, from the multitude of...

Is Customer Loyalty Dead? The importance of personalization and automation

Aug 19 2016

I recently had the privilege of moderating a roundtable discussion with some of London’s top business influencers at an event hosted by IBM. Our discussion centered on the future of marketing and...

Emotional Storytelling: How to Improve your Customer Engagement Strategy

Aug 12 2016

Finding Dory recently opened in the United Kingdom. If it’s even half as successful as its predecessor Finding Nemo, it will become one of the year’s top releases. Not only didNemo gross almost...

How to build your customers' loyalty with big data

Feb 08 2016

Brand loyalty is harder to come by in a retail landscape that offers shoppers an unprecedented array of options. Building a faithful customer base in a massively competitive market is a key challenge...