Welcome back to another edition of #SundayMusings w/ Shore Branding. Our focus this week will be on brand loyalty and the customer experience. This builds off of October’s “Pin of the Month” and the continuation of our “Loyalty to Brands” series. Here are the top stories from the past few weeks that caught my attention.
#1 – “Amazon CEO Wants to Make Holidays Easier and Stress-free for Customers” – via Loyalty360.org
Premise: Amazon CEO Jeff Bezos has issued a promise to Amazon’s customers that the company will be focusing on the customer experience throughout the holiday season. Beyond competitive pricing, Amazon will have 15K Lightning Deals, gift lists, updated product lineups and the ability to to make purchases and contribute a portion to your preferred charity.
Amazon announced a slew of new tech products for the holidays, including new Kindles and Fire tablets. There is a focus on kid friendly content and products. Amazon Prime members will continue to reap additional benefits through early access to sales and exclusive deals on MyHabit.com.
Thoughts: As mentioned in our latest “Loyalty to Brands”, Amazon has become my go-to retailer and is where I continue to increase my share of wallet for holiday shopping. I can’t think of another store or retailer where customer support has made it easier and more customer friendly than what Bezos has done with Amazon.
#2 – “Starbucks to offer delivery in 2015 in some key markets” via Fortune.com
Premise: Starbucks plans to offer up home/desk delivery of coffee and food orders through its mobile app in 2015 in select cities. This idea is the latest effort by the coffee maker / experience provider to improve customer loyalty. It is the latest in an effort to increase / improve consumption with its customers.
Thoughts: The coffee chain continues to create ways to drive stronger customer experiences and loyalty. I found the focus or call-out that this delivery service would be driven through mobile devices to be an interesting side story to the announcement, i.e. “You can have Starbucks deliver your coffee, but you will need to download our mobile app.” The other piece that I really like about this news is that the chain continues to try to break the mold and explore new and exciting options. Do they all pan out? Of course not, but Starbucks’ leadership team is more than willing to explore different routes with customer loyalty always in mind.
#3 – “NFL’s Seattle Seahawks Get CX Lift with Extreme Networks Enhancements: “Can you hear the 12th Man now?”” via Loyalty360.org
Premise: Extreme Network Inc. recently announced a partnership with the NFL’s Seattle Seahawks club and Verizon Wireless to build a more powerful Wi-Fi connection at CenturyLink Field – the home of the franchise. Beyond improving the signal strength at the stadium there is a program called “Eye of the Hawk” which allows fans to document their experience at the stadium. Fans can choose various camera angles to watch/stream the game from various perspectives.
Thoughts: Attending a live sporting event is becoming less and less about the product on the field/court and more about the overall fan experience. Technology is obviously playing a huge role in this shift. With billion dollar stadiums seemingly popping up all over the country, it isn’t enough to just have a nice structure, franchises must keep the fan experience in mind through every little detail along the way. We’re probably still in the infant stages of where this is heading, but it sure does pique my interest.
#4 – “If You Think 2014 Brought Marketing Change…” via Engage.Tibco.com
Premise: In 2014 there was a shift towards listening to and knowing your customer, but 2015 will continue to make dramatic changes to how we think about marketing. That shift will be towards knowing what your customer will do next. Anticipating behaviors will help you/your brand build stronger customer loyalty. While we are moving beyond straight, single source data, it will be important for your brand to understand how to leverage big data from various sources.
Thoughts: Marketing strategies continue to be rewritten as we move further and further away from traditional marketing. Plans that are put in place continue to be redesigned to strengthen customer engagement and loyalty. The ability for a brand or company to learn and react to data from various sources is critical in today’s marketplace.
How many data sources are you currently relying on? Are you weaving that story together across multiple channels? These are critical elements to running your brand in 2014 and into 2015.
#5 – “Using Big Data To Shape Brand Experiences” via BrandingStrategyInsider.com
Premise: Depending on how brands are using it, big data can help create customized solutions and programs for customers. Using Tesco as an example, it isn’t just about collecting data and analyzing it in a straightforward manner anymore. You have to create actionable insights that can help you build stronger experiences for your customers.
Thoughts: Continuing down a ‘big data’ them here and how brands can or should leverage big data to drive better customer experiences. I thought the Tesco example was a pretty powerful one as the UK retailer literally helped write the book on loyalty programs. There is also an interesting graphic in the write-up, with several key stats/figures that would help build stronger loyalty and behaviors from shoppers. The data source states that 85% of customers are more likely to shop in stores that offer personalized coupons and exclusive in-store offers.
#6 – “2014 Customer Champions: Lifting Sights, Visions, and Standards” via 1to1Media.com
Premise: 1to1 Media has an annual awards for companies/people that create game-changing customer-focused strategies. This year’s winners have been announced and include employees of The Melting Pot, JetBlue and more. All in all, twelve people/companies were given awards for their efforts this year. Through their own creative ways, each company has put a system in place to maximize the customer experience.
Thoughts: The full list of winners can be found here. The one brand that caught my attention here is 1-800-Flowers as I recently signed up for their loyalty program and find it to be incredibly well run with perks that make it feel very much worth my while.
Kudos to 1to1 Media for continuing this awards program for a decade now.
Tweet of the Week:
— Next Generation CX (@Customer_Event) November 3, 2014
Actually set up very much like our #SundayMusings, you can keep an eye on the top stories in customer service and experience through this tweet, bookmark the site, etc.
That wraps up this week’s #SundayMusings. What are your thoughts on customer experience and how that helps build brand advocacy? How have brand ambassadors helped your brand grow? How can you better work with these people moving forward?
Let us know in the comments below. Have a great week ahead!