Recent Posts

Loyal Customers are Brand Advocates who must be Retained

“Victory in marketing does not happen when you sell something, but when you cultivate advocates for your brand”: Steven Knox, Proctor and GambleIn today’s intensely competitive world, there’s nothing more important than amazing and relentless customer advocacy and support. Putting a heavy focus on customer needs, engagement and interaction are all essential elements for turning customers into loyal brand advocates. Read more…

Boost Customer Lifetime Value with a Shared Purpose

Your brand makes a statement and should always reflect what you stand for.  This is your shared purpose with your customers.  The role of social and community support in connection with your brand and shared purpose with customers cannot be understated.   Shared values are increasingly gaining momentum and customers are motivated to join loyalty programs that are associated with Read more…

Things to consider when creating an omni-channel loyalty program

Customers are more empowered, demanding, knowledgeable, evolved and interactive than ever before. They have more expectations, power and choice and want to seamlessly engage through multiple channels before making a buying decision. Research states that about 47% of customers admit to using three to five communication channels ranging from social media, chatbots, mobile apps, videos, company website, etc. Customers these Read more…

Retaining Your Most Valuable Customers – Trends to Look For in 2020

If brands want to gain customer loyalty, then they must have a laser focus on retaining their most valuable customers.  So, what is customer retention? It’s your ability to keep your customers engaged by offering them great products and great service with high perceived value across every touchpoint in the customer journey.  Loyal customers mean less churn, more transactions, higher Read more…

Use Loyalty to Surprise and Delight your Customers in a Recession

The world has come to a virtual standstill and the impact of an impending recession is going to be far-reaching. Given the looming economic downturn, a compelling lesson to learn is that excellent customer service is critical to your success and can greatly impact your bottom line. In order to be relevant in such uncertain times, the ability to surprise Read more…

How to Connect with Customers During an Economic Downturn

Since the double dip recession of 2008/2012, many companies are finding themselves in troubled waters yet again. No two economic downturns are alike and hence it is important to understand the changing consumption patterns of your customers and fine-tune your engagement strategies accordingly. Against this crisis backdrop, most  brands, retailers and manufacturers are rigorously searching for some level of stability. Read more…

Why Loyalty is your Best Asset During Periods of Market Unrest

If you are a business that’s in it for the long haul, you need to be comfortable that at some point there will be a market downturn. Recessions are undeniable and only the most resilient businesses thrive in such difficult economic conditions. You need strategic thinking to navigate the waters of an economic slump. Customer behavior shifts in a recession Read more…

What 2008 Taught Us About The Importance of Customer Retention

Recessions, like storms, don't give much warning and they won’t wait until you brace yourself. Recessions ravage businesses and lead them to hit a wall and in such times extraordinary measures are required. You will be pressed to act promptly, anxious about the potential impact on your company and terrified about uncertain times ahead. Hence most businesses instinctively enter into Read more…