Nancy Dafiewhare, Head of Digital Marketing at Phoenix Group, discusses the changing expectations of customers in the pension and saving sectors, and how decisioning engines can help brands engage with customers based on their behaviours and needs.
To transform the company to become more customer-centric, there should be a shift in the thinking. In many businesses, the CMO is the classic ‘owner’ of customer loyalty. But actually, every member of the C-suite should care about and commit to a loyalty-driven approach, and businesses need to make loyalty an organisation-wide priority. Customer loyalty […]
Poor data utilisation impacts member value understanding and personalisation, raising the possibility of attrition due to inadequate interaction. Brands that evolve their loyalty strategy to create more personalised, engaging experiences for their consumers are the ones who will thrive in the new, more fragmented marketing landscape. Data-driven loyalty strategies allow marketers to drive impact at […]
There are a few things brands should cherish more than loyal customers. A survey by CRO experts Invesp found that increasing customer retention by 5 per cent increases profits by an impressive 25-95 per cent. Also, loyal app customers drive three times as much revenue as other shoppers. So, when it comes to focusing your […]
Subscribers need exceptional experience. A misstep and they will not hesitate to cancel and move to a competitor. Amina has trust issues. From people to things, she is not a fan of change. And for the last two decades, Amina has been using an Android phone despite her son urging him to try an iOS. […]
Marketers who rely on the same strategies from the pre-pandemic world will fall behind. How do you perceive customer loyalty today? It’s common knowledge that building brand loyalty starts with a great product that meets rational needs and builds brand trust. And those who talk about loyalty as just a program, fail to capture the […]
With the increasing rate of cart abandonment and the onset of crumbling cookies, it is imperative to invest in churn analysis and understand customers better How strong is your customer retention rate? While retention is more important than acquisition is debatable, it holds enough truth. Consider this: A churn rate over 10 per cent indicates […]
Customers are navigating a rapidly changing world, and questions of trust, values, and integrity increasingly impact their relationships with companies. Customer experience is now decidedly digital-first. No matter which channel and format that they choose to engage in, customers expect flexibility and a thoughtful, personal touch. Trust is their beacon, empowered by choice and […]
Powered by identity with a central focus on privacy, LiveRamp focuses on providing data value to advertisers and brands Marketers aside, every individual in the business world today realises the importance of leveraging data to deliver the best customer experience possible. Data is the competitive advantage for business growth and customer loyalty. And where there […]
Customer strategist Christopher Brooks digs deeper into loyalty and customer experience “Customer Experience (CX) is not the product, the function or the channel itself. Therefore, claiming that CX has driven up sales or reduced churn is misleading. It’s only part of the reason, not all of it,” said Christopher Brooks, CX Consultant, Lexden CX With […]
