Covid-19 may have delayed the rollout of the Virgin Group’s new loyalty scheme, but Virgin Red CMO Kelly Best is a firm believer that staying agile is more important than waiting for the ‘perfect moment’ to launch.
Successful B2B brands keep customers as well as finding new ones, and they also know you need to communicate with these two groups differently.
Passionate about the rise of “cooperative competition”, Co-op’s marketing boss Matt Atkinson believes the brand has a blueprint for success in 2021 built on collaboration and strong values, backed by a movement of 4 million members.
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.
When software brand Typeform sought to boost loyalty and retention, it turned to machine learning and personalisation to persuade customers to adopt new services.
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.