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The Wise Marketer's marketing & customer loyalty report for the week ending March 4th, 2011...
NEWS: Real feedback 'more useful than secret shoppers'
The commonly used customer feedback method of 'secret shopping' - the practice of sending in mystery shoppers to evaluate a retail store - is neither credible nor realistic, according to Jeremy Michael, managing director for customer insight agency SMG UK.
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BRIEFING: Consumers surprisingly loyal to service providers
For the first time in six years, the number of consumers who switched service providers as a result of poor customer service declined in 2010, according to the latest edition of an annual consumer behavior study by Accenture. This occurred even as consumers continue to expect more from customer ...
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NEWS: NPS benchmark reveals brand loyalty leaders
Satmetrix, the company behind the Net Promoter Score, has published the '2011 Net Promoter Industry Benchmarks' report for the insurance, financial services, airlines, telecommunications, technology, retail and online services industries.
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BRIEFING: Loyalty scheme members respond more to email
A new study from Experian provides an in-depth look at customer loyalty behavior and trends in the marketplace. A major theme from the report is how marketers can empower their customers to become vocal advocates of the brands. For example, the report reveals that emails targeted to current ...
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NEWS: HawaiianMiles programme adds new benefits
After enlisting the help of marketing services firm Kobie Marketing, Hawaiian Airlines has expanded its HawaiianMiles frequent flyer programme to make earning award travel with the airline faster and easier than before.
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BRIEFING: Orange unveils contactless prepaid loyalty card
In the UK, mobile phone operator, Orange, has launched Orange Cash, a contactless prepaid MasterCard with which users will earn points. Users can make purchases of £15 (US$24.16) or under wherever the contactless symbol is displayed. This follows the launch of the Orange contactless credit card in ...
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NEWS: Brand positioning's role in customer loyalty
Effective brand positioning has become critical in a competitively-packed market, according to Dave O'Hearns of UK-based Verve Brands, who explains not only the importance of positioning but how, why, where and for whom you do it.
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BRIEFING: Payback extends local couponing abilities
Payback has recruited two more experts to expand its expertise in couponing and online sales. Michael Stephan is to be responsible for the newly established "Payback Local" division, focusing on the local couponing business, while Sebastian Röhrich is heading "Payback Online Shopping". Payback ...
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NEWS: Gladvertising to enable deeper consumer engagement
The next twelve months are likely to bring a revolution in outdoor advertising, starting with adverts tailored to consumers' mood, according to a report published by the Center for Future Studies, which predicts that 3D outdoor adverts that talk to mobile phones, adapt messages to certain situations, access social network profiles and combine holograms, mood lighting and smells, could all be on the streets by 2012.
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BRIEFING: Capital One rewards students with credit card
Capital One Financial Corporation has launched the Journey Student Rewards Credit Card, designed to help college students build their credit and to reward them for responsible credit use. The card offers straightforward cash rewards, with 1% cash back on all purchases, and an additional 25% bonus ...
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