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The Wise Marketer's marketing & customer loyalty report for the week ending February 29th, 2008...
NEWS: How to address the consumer attention deficit
In today's multi-channel, information-rich world, the consumer's undivided attention has become a scarce and valuable resource, according to Pitney Bowes, which has suggested using 'attention economics' to try to ensure a good return on marketing investments.
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BRIEFING: US customer satisfaction drops again
Customer satisfaction with the goods and services that Americans buy declined in Q4 2007, according to the University of Michigan's American Customer Satisfaction Index (ACSI). The index fell to 74.9 on a 100-point scale. Consumer spending growth slowed in the fourth quarter. A second ...
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BRIEFING: Mystery shoppers spot faults in top US banks
In an industry where products and services are rapidly being commoditised and the cost of switching is low, customer service is a primary competitive differentiator that banks have. Surprisingly then, a newly released audit commissioned by online customer service specialist, Talisma Corporation ...
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NEWS: How 'Generation V' is changing the selling process
Traditional sales and marketing techniques - such as using demographic data for CRM-driven campaigns - could become irrelevant in the online world thanks to the emergence of 'Generation Virtual', according to a market trend report by IT advisory firm Gartner.
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BRIEFING: Virtual world identities provide real-world insights
With industry analysts predicting that 80% of internet users will have an 'avatar' (a virtual persona) by 2011, organisations are missing out on customer insights if these virtual identities aren't incorporated into market research activities, according to SPSS, which suggests that surveying ...
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BRIEFING: NPS quantifies financial advisors' loyalty to FSIs
Fewer than one-third of all financial services firms providing products across five investment categories enjoy positive loyalty ratings among the advisors who sell their products. A study examining advisors' product use and loyalty across multiple sales channels conducted by Cogent Research ...
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NEWS: Poor retailing drives consumers online instead
Poor customer service and out-of-stock products are driving shoppers out of High Street stores and into internet stores instead, according to a survey of nearly 1,000 British consumers by Accenture.
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BRIEFING: Hotel property management linked to FFPs
Software tools provider, Marker InfoComm, has released 'iHamms Direct', a solution designed to connect existing hotel Property Management Systems (PMS) and CRM or loyalty programmes directly to popular frequent flyer programmes (FFPs). The tool allows hotels to collect customer stay data for FFPs ...
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BRIEFING: PetSmart launches rewards credit card
PetSmart has launched a PetPerks Visa card, which allows cardholders to have a photo of their pet on the card. Applicants can upload the photo when they apply (or choose a predesigned image), and the image is printed directly onto the card. The card, issued by Washing Mutual, has no annual fee ...
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NEWS: Retailers embrace affiliate marketing strategy
The UK's retail industry is increasingly investing in affiliate marketing and many retailers now sees the technique as a cost effective marketing channel, according to research by E-consultancy, sponsored by affiliate network Buy.at.
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BRIEFING: Harris Interactive unveils new 'Commitment Model'
Harris Interactive has unveiled the 'Harris Interactive Commitment Model' in Singapore, a research framework that allows businesses to understand and measure the drivers of customer loyalty among retail and bank customers. The model implements loyalty simulators that allow businesses to accurately ...
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BRIEFING: AirTran launches online mall for its frequent flyers
AirTran Airways has introduced its latest frequent flyer partner, the A+ Rewards Mall. Powered by SkyMall, this online shopping forum will allow members of AirTran Airways' A+ Rewards frequent flyer programme to earn A+ Rewards credits when they purchase items from over 90 online retailers ...
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NEWS: The top US brands and the loyalty challenge
Three marketing trends that have been building for the past decade are beginning to affect consumers and brand loyalty, according to loyalty consultancy Brand Keys, which has now published its '2008 Customer Loyalty Engagement Index'.
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BRIEFING: Loylogic's network grows to over 100 partners
Reward services provider, Loylogic, has extended its reward offerings from 150 to over 1,000 in the past 12 months, with some three in four of the rewards being shipped internationally. At the same time, Loylogic's global reward partner network grew to over 100 partners including Apple, Azzaro ...
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BRIEFING: SkyMiles joins Points.com's global exchange
Reward management portal operator, Points International, has added Delta Air Lines SkyMiles programme to its Global Points Exchange (GPX). SkyMiles members are now able to transfer their miles with members of other programmes within the GPX marketplace, including American Airlines' AAdvantage ...
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