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16 DECEMBER 2018

 

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article thumbnail Monday, 26 November 2018

Food information exchange leads to greater customer loyalty
New report focuses on importance of transparency
Information about food items leads to greater customer loyalty. Read more ...

 
     

Latest feature
     
 
SPECIAL REPORT: Chinese payment giants “light years ahead”

Customer loyalty chief tenet of model
Alipay acceptance at 7-Eleven
US$15.5 trillion in mobile payments in 2017

China has embraced mobile payments with such enthusiasm, the rest of the world appear to be technology deniers. Alipay and WeChat, the main protagonists, score in terms of technology, user friendliness, number of users and ubiquity. Their data analytics are central to everything they do.


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article thumbnail News - Customer InsightFriday, 16 November 2018

Its official, all that brand-building is worth it
Over half of those surveyed say they will pay more for a well-known name
List of top products chosen by brand
List of top brands bought by name

All that money spent on advertising, sponsorship and brand-building is worth it, according to a new survey. Consumers buy from the brands they love, and brand profile is crucial to maintain position. Read more ...

article thumbnail News - Customer InsightWednesday, 07 November 2018

Companies not listening to the voice of the customer

Three quarters (78%) of brands now measure customer satisfaction, but most admit that all the talk about the Voice of the Customer (VoC is little more than lip service. Read more ...

article thumbnail News - Customer InsightTuesday, 30 October 2018

SPECIAL REPORT
Almost all shoppers now buy online at some point
Free shipping more important than fast shipping

The extraordinary finding has emerged from a study  that 94% of all global consumers now shop online at some level. The 2018 Global Ecommerce Study  found that  35% of these online shoppers are making at least one purchase per week. Research from four separate studies contained in this report. Read more ...

article thumbnail News - Customer InsightWednesday, 24 October 2018

Bots low down the list for consumer frustrations
Other bad call centre practices loathed much more

There are many frustrations greater than a bot. This is the chief finding of research from Genesys, which claims poor customer service was a much greater irritation. Read more ...

News - Customer InsightThursday, 11 October 2018

Retailers are approaching customer loyalty backwards
New survey says retailers not measuring correctly

Retailers are failing to measure the correct data to understand customer loyalty, and that is putting customer relationships and profitability at risk. Read more ...

article thumbnail News - Customer InsightMonday, 01 October 2018

Travel brands top 'lack of loyalty' league
Need for more relevant offers and recommendations
Best rated travel brand by consumers comes in at lowly 67th

Read more ...

article thumbnail News - Customer InsightTuesday, 18 September 2018

Tech brands dominate Loyalty rankings
Proving the Rule of Six

Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. In fact, of the top 10 brands, only one is a non-tech firm. Read more ...

article thumbnail News - Customer InsightWednesday, 12 September 2018

Balance needed between personalisation and privacy
No distinguishing between channels for consumers

A study of 12,000 shoppers worldwide has concluded that shoppers may not actually want the personalised shopping experience most retailers are struggling to provide. Read more ...

article thumbnail News - Customer InsightMonday, 03 September 2018

Comment
Utility churn costs £25 billion, but what incentive is there to stay?

Customer churn in utilities is costing UK businesses £25 billion, according to new research.

This is a statistic that must be very satisfying to the government, which has spent a great deal of money and time pushing consumers into a situation where to stay loyal is foolhardy due to weird pricing. Read more ...

article thumbnail News - Customer InsightMonday, 30 July 2018

Shoppers more loyal to Aldi and Lidl than Waitrose
•    Ubiquity of loyalty cards has led to widespread indifference, according to 2018 Loyalty Study
•    Aldi and Lidl top Waitrose for shopper advocacy
•    But shoppers wish they could afford to shop in Waitrose and M&S

Read more ...

News - Customer Insight
Its official, all that brand-building is worth it
Administrator - Friday, 16 November 2018

News - Customer Insight
Bots low down the list for consumer frustrations
Administrator - Tuesday, 23 October 2018

News - Customer Insight
SPECIAL REPORT Almost all shoppers now buy online at some point
Administrator - Tuesday, 30 October 2018

News - Customer Insight
Its official, all that brand-building is worth it
Administrator - Friday, 16 November 2018

News - Customer Insight
Companies not listening to the voice of the customer
Administrator - Wednesday, 07 November 2018

article thumbnail News - Customer InsightFriday, 16 November 2018

Its official, all that brand-building is worth it
Over half of those surveyed say they will pay more for a well-known name
List of top products chosen by brand
List of top brands bought by name

All that money spent on advertising, sponsorship and brand-building is worth it, according to a new survey. Consumers buy from the brands they love, and brand profile is crucial to maintain position. Read more ...

article thumbnail News - Customer InsightWednesday, 07 November 2018

Companies not listening to the voice of the customer

Three quarters (78%) of brands now measure customer satisfaction, but most admit that all the talk about the Voice of the Customer (VoC is little more than lip service. Read more ...

article thumbnail News - Customer InsightTuesday, 30 October 2018

SPECIAL REPORT
Almost all shoppers now buy online at some point
Free shipping more important than fast shipping

The extraordinary finding has emerged from a study  that 94% of all global consumers now shop online at some level. The 2018 Global Ecommerce Study  found that  35% of these online shoppers are making at least one purchase per week. Research from four separate studies contained in this report. Read more ...

article thumbnail News - Customer InsightWednesday, 24 October 2018

Bots low down the list for consumer frustrations
Other bad call centre practices loathed much more

There are many frustrations greater than a bot. This is the chief finding of research from Genesys, which claims poor customer service was a much greater irritation. Read more ...

News - Customer InsightThursday, 11 October 2018

Retailers are approaching customer loyalty backwards
New survey says retailers not measuring correctly

Retailers are failing to measure the correct data to understand customer loyalty, and that is putting customer relationships and profitability at risk. Read more ...

article thumbnail News - Customer InsightMonday, 01 October 2018

Travel brands top 'lack of loyalty' league
Need for more relevant offers and recommendations
Best rated travel brand by consumers comes in at lowly 67th

Read more ...

article thumbnail News - Customer InsightTuesday, 18 September 2018

Tech brands dominate Loyalty rankings
Proving the Rule of Six

Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. In fact, of the top 10 brands, only one is a non-tech firm. Read more ...

article thumbnail News - Customer InsightWednesday, 12 September 2018

Balance needed between personalisation and privacy
No distinguishing between channels for consumers

A study of 12,000 shoppers worldwide has concluded that shoppers may not actually want the personalised shopping experience most retailers are struggling to provide. Read more ...

article thumbnail News - Customer InsightMonday, 03 September 2018

Comment
Utility churn costs £25 billion, but what incentive is there to stay?

Customer churn in utilities is costing UK businesses £25 billion, according to new research.

This is a statistic that must be very satisfying to the government, which has spent a great deal of money and time pushing consumers into a situation where to stay loyal is foolhardy due to weird pricing. Read more ...

article thumbnail News - Customer InsightMonday, 30 July 2018

Shoppers more loyal to Aldi and Lidl than Waitrose
•    Ubiquity of loyalty cards has led to widespread indifference, according to 2018 Loyalty Study
•    Aldi and Lidl top Waitrose for shopper advocacy
•    But shoppers wish they could afford to shop in Waitrose and M&S

Read more ...

article thumbnail News - Customer InsightThursday, 05 July 2018

Credit Search Barometer provides some millennial understanding
Poor credit history and low credit scores impact customer behaviour

Understanding your customers is a pre-requisite for any type of relationship, and new research about credit scores provides an important window into the lives of millennials. Read more ...

article thumbnail News - Customer InsightWednesday, 06 June 2018

What the British think of Loyalty
Over 250,000 consumers give their views for YouGov survey
Early US findings show similar picture to UK

Read more ...

article thumbnail News - Customer InsightThursday, 10 May 2018

Voice AI plays a big part in Google’s future
3-5 years before Assistants converse as humans
Read more ...

article thumbnail News - Customer InsightFriday, 23 March 2018

Rewards influence Millennials/Gen Z more than Boomers
Get Z are most open to having behaviour tracked for personalised rewards
Read more ...

article thumbnail News - Customer InsightFriday, 09 March 2018

UK tops global customer ‘Smiles’ league
Russia leads for add-on sales suggestions Read more ...

article thumbnail News - Customer InsightTuesday, 13 February 2018

Snapchat change angers users
600,000 sign petition to go back Read more ...

article thumbnail News - Customer InsightTuesday, 30 January 2018

GDPR: Firms to spend 10k hours searching databases
Only 35% of SMEs have record of customer consent
Read more ...

article thumbnail News - Customer InsightWednesday, 27 December 2017

Key loyalty trends for 2018
Using technology to stave off the retailer apocalypse Read more ...

article thumbnail News - Customer InsightFriday, 22 December 2017

The top 10 loyalty stories of 2017
See the most read stories on the Loyalty Magazine website this year Read more ...

article thumbnail News - Customer InsightMonday, 18 December 2017

BA plummets down airline customer rankings
Full breakdown of airline satisfaction levels
Read more ...

 
     
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