Consumers have become more confident switching brands after the lockdown prompted many to try new products. But, how do companies keep hold of this new customer cohort, while also keeping loyal shoppers happy?
The retailer hopes the new scheme will offer a more personalised experience and feel “instantly rewarding”.
Airlines are using their customer communication channels to attempt to reassure people about the safety of flying and make clear the changes they have made amid the ongoing coronavirus pandemic.
Operating in “unprecedented times” means all marketers are starting from scratch, but those ready to harness the momentum and energy of lockdown will succeed, says CMO Kristof Fahy.
Brands hope that with a mixture of top class customer service, constant newness and engaging content they can retain the swathes of new customers they have attracted since the lockdown began.
Pets at Home grew its VIP Club by 1.5 million members over one year, driving engagement and empathy along the way.
New research from BBH London reveals that just 48% of marketers are confident their investment in CRM has resulted in a better experience for customers. Where are they going wrong?
Nectar says its new agency, Nectar 360, will offer brands more insights into its shoppers while offering customers more personalised rewards.
By offering additional benefits and unexpected perks, retailers can improve customers’ experience and get them talking about the brand, taking the relationship from transactions to advocacy.
Personalising a customer’s experience should mean that brands respond in real time to the context of each individual’s natural journey, but to achieve this requires marketers to take the lead in breaking down their companies’ silos.
A focus on people and quick wins has allowed the UK’s largest electronical retailer to move away from a discount-heavy strategy it believes would have killed the business within five years.
One-to-one personalisation of marketing is now becoming a reality, but brands still have some way to go to appear truly human, starting with getting the context of their communications right.
The Dubai-based airline is trying to find new, less transactional ways to reward people for their loyalty, as well as engaging customers at the moments where they are more likely to make an “instantaneous impulse purchase”.
With apps such as Uber disrupting business travel as much as the taxi market, Addison Lee has shifted its focus from account management to the passenger’s experience, which entailed a technology overhaul and a whole new way of working.
Tesco is introducing a subscription element to Clubcard as it looks to drive loyalty and boost customer lifetime value by bundling together its grocery, mobile and bank offerings.