Customer Experience is the Foundation of Customer Loyalty

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Customer Experience is the Foundation of Customer Loyalty

rDialogue recently attended CRMC in Chicago along with a number of clients and industry friends. We heard from many wonderful speakers including Barnes & Noble, Jeff Klein from Harry’s (and Warby Parker), Luxottica, Ted Rubin and our client Valentino Vettori from Century 21 Department Stores.

We had two fundamental takeaways, both reinforcing what we have been promoting for some time. More precisely, since we named our firm rDialogue as a way to extend the idea of Relevant Dialogue. 

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Wearing Loyalty Around Your Wrist

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Wearing Loyalty Around Your Wrist

We are living in an exciting era in which technology has the capability of enhancing a customer’s experience at a large scale like never before. Today, the technology market is booming with innovation and companies are seeking to understand which tools they should use to enhance their customers' experience. 

 

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How the Age of Big Data is changing luxury marketing

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How the Age of Big Data is changing luxury marketing

We work with several businesses that are marketing to high-end or affluent consumers, and like most marketers today, these luxury marketers are focused on two things: building their presence in the social media space and promoting their brands. Not to say that these goals aren’t important, but the preoccupation with channel and brand has blinded many to the huge opportunity they now have to discuss their brand with customers and prospects in new and more relevant ways, regardless of channel.

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Relevant Reads Recap

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Relevant Reads Recap

At rDialogue, we make an effort to share our favorite articles in office weekly. We call them "Relevant Reads" and we'd like to share them with you as well. Here's what we've been enjoying this week.

Walgreens shows iQ with shopper marketing initiative

Walgreens continues to impress with their Balance Rewards program, leveraging a new partnership with Coupons.com to provide its members with paperless coupons.

How coffee makes you more honest

Another reason to be loyal to coffee--studies show that it makes you more honest! Apparently, caffeine helps people act ethically at work.

The missing link: online ads to in-store sales

With the help of AdWords, Google helps retailers figure out if their online ads are driving in-store sales.

Why Facebook's New 'Anonymous Login' Matters

How will Facebook's new anonymous login affect data and analytics in the long run? Will they share users' private information freely or will it make them that much more valuable as data brokers?

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Relevant Reads Recap

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Relevant Reads Recap

Here at rDialogue, we make an effort to share our favorite articles with each other every week. We call them "Relevant Reads" and we'd like to share them with you as well. 

Teens Dropping Social Nets for Social Apps

Millennial's changing behavior reinforces that a loyalty strategy needs to be social but not necessarily on a specific channel.

GameStop goes on offense to turn back competitors

Loyalty marketing does more than reward. GameStop uses PowerUp Rewards to drive traffic, promote new items, and improve merchandise mix.

Why You Get So Many Catalogs

Great reminder that old-school channels like catalogs still drive meaningful sales for retailers.

Target expands subscription service

Smart strategy from Target to compete with Amazon subscription service increases their likelihood of success.

The Problem With Customer Loyalty

This article supports our long-time belief that customer loyalty programs are more than just points. Relationship marketing, soft benefits and customer experiences exclusive to these customers are what build and retain loyalty.

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Loyalty Marketing is at the Forefront

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Loyalty Marketing is at the Forefront

CMOs and other marketing leaders are finally becoming more accountable, working with CFOs and CIOs to deliver more of what is expected by CEOs and boards: profitable growth. However, for a majority of companies, profitable growth via marketing is increasingly challenging – whether tackling “Big Data”, acquiring new customers, moving to “mobile first”, identifying (much less leveraging) influencers or simply driving sales. There’s a lot to do with fewer resources. Customer engagement is more difficult than ever given the clutter and noise in the marketplace and in people’s lives. Unfortunately, it’s not going to get any easier.

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Which came first? The Content or the Egg?

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Which came first? The Content or the Egg?

Content, content, content. Everyone's talking about content like it's a revolutionary new concept. In reality, it isn't new, but it’s becoming more and more vital to provide relevant content to your customers to keep them engaged in the digital age of hyperclutter. In fact, some very smart companies have been using content to deepen customer relationships for decades - over a century in some cases - by providing a wealth of information beyond their core product.

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