Do you work for a brand that encourages customers to regularly log in to the brand website or app? Or that uses a credit card or loyalty program to track individual customer purchasing behavior online and offline? If so, then you have a powerful source of competitive advantage just waiting to be tapped: first-party customer …
The phrase “a seamless, highly-engaging customer experience” is both a dream and a nightmare for today’s B2C marketers. It’s a dream because highly engaged, loyal customers are the high-octane fuel needed to power brand growth. In fact, fully engaged customers are, on average, 52% more valuable than those who are just highly satisfied. To achieve …
Do you want your customers to feel emotionally engaged with your brand? Of course you do. Neuroscientists have proven, through fMRI brain-imaging studies, that emotions have a very strong impact on brand choice. Whether you’re in retail, travel, automotive or some other consumer-facing industry, emotional engagement also plays a critical role in customer retention. But …
More than 30% of consumers around the world would rather do the dishes or the laundry than go shopping in a physical store. And 40% consider going to the store a chore that must be done. Yet off they go, giving in-store transactions credit for over 80% of global retail sales. Clearly, brick-and-mortar stores are …
As businesses move away from “spray and pray” marketing tactics and toward immersive brand experiences, customer relationships have overtaken brand power as a company’s most important asset. Where it was once enough that a brand have a strong identity in to order to engage consumers, today it is more important to know customers individually and …
Never before have brands had access to so much data. Yet never before has there been so much duplicate, disconnected and inaccurate information collected about their customers. Marketers, it appears, are suffering from an identity crisis. And their pain is being felt all the way down to a brand’s bottom line. In the race for …
Thanksgiving is just around the corner. Which means so, too, is one of the busiest travel periods of the year. While AAA hasn’t yet released its annual Thanksgiving travel forecast for 2016, last year nearly 42 million Americans hit the road and over 3.6 million took flight as they journeyed 50 miles or more away …
With all the focus on digital marketing, it’s easy to lose sight of the fact that the majority of consumer spending still takes place offline. Sure, foot traffic is dwindling. Stores are closing. Ecommerce and, increasingly, mcommerce is on the rise. But you can’t ignore the fact that over 90% of retail revenues still take …
The holiday season is right around the corner and retailers are gearing up for what hopes to be another successful season. Experts predict that this year, holiday retail sales will grow 3.3%, slightly more than last year’s upwards trend of 2.1%. However, the more important statistic is the dramatic 17.2% growth in e-commerce sales expected …
Let’s declare once and for all that “the year of mobile” is dead. Mobile is now where U.S. adults spend the majority of their digital time–and over 60% of their time with retail sites. So it’s an understatement to say this catch phrase has played its course. It’s replaced by a new reality in which …