Amazon’s impact defines the idea of relativity, at least in terms of customer experience. Nearly every other brand customer experience can be measured in terms of how well it compares to what Amazon does. What can a CMO smart enough to be focused on the customer learn from this success that will make your brand(s) more relevant and your customers more loyal?
Last week Amazon released Jeff Bezos’ letter to shareholders and for the first time announced the size of its Prime membership: 100 Million. That’s right, 100 Million customers who contribute nearly $10 Billion annually to Amazon solely in membership fees.
Early on in January of this year, Delta sent me an offer that I could not refuse. “Would you like to fast track to Delta Gold Medallion Status?” Hell yes. It seemed like a simple enough ask. Get a trial Gold Medallion membership for three months. The caveat? Fly with us three times in three months and enjoy Gold Medallion status for a full year.
The Dana Barrett Show
Time. It's arguably the most valuable asset any of us have, and we're constantly seeking ways to get the most out of how little we have. In fact, in our new research study, time ranked high amongst respondents, with 64% considering time saving an essential component of a loyalty program. Much of this shift in attitude can be attributed to brands like Amazon and its Amazon Prime subscription program. Over a relatively short period of time, Amazon has reset—or restructured—consumer expectations. In our instant gratification world, Prime satisfies.
At rDialogue, we believe there is a fundamental shift in what loyalty marketing should stand for: brands must pay attention to customers and act accordingly. There’s a need for brands to be customer-centric and deliver value in more ways than rewards, points, and generic communications. In 2016, rDialogue published a white paper on this evolving approach, something we call Loyalty 3.0.
Let me state the obvious: the retail bubble has burst. There’s no other way to say it when retailers are closing stores and filing for bankruptcy at a record pace. But there is life left in retail, as evidenced by retail experimentation from disruptive e-commerce brands like Amazon.
It is no secret that in this age of the customer, data creates business value, especially to us marketers. Each data point is an opportunity to know customers better and engage with them in what we call “a relevant dialogue”. But this opportunity is also a challenge. With the upsurge of technological advancements happening today, there is a heap of customer data piling up at an exponential pace and in most cases, just sitting there. Brands too are grappling to keep up with this wave of ‘big data’. Today, companies have more data than ever at their disposal and less time than ever to identify how to use it. This conundrum raises the question: How can marketers effectively use data as a strategic resource to surpass customer expectations and increase profitability?
Today, if you’re in retail marketing all you hear about is Amazon and how it’s taking over the world. You are also aware that it's more than minimally impacting your world. Even my 8-year-old knows all about the power of Amazon.
Understanding customers starts with collecting data, and then translating data into insights to be more relevant—and loyal to—your customers.
CVS and Walgreens have similar but diverging loyalty and merchandising strategies. rDialogue's Phil Rubin weighs in.
In a new white paper, rDialogue and Fishbowl dive in and take a look at customer loyalty in the restaurant business.
Recently, rDialogue went to SunTrust Park and watched the Braves beat the Mets in an exciting game. The stadium is beautiful and… well, we could go on and on. In fact we did and here you can read all about rD’s outing at the ballpark. But here, we want to focus on the name on the side(s) of the ball park: SunTrust, along with the broader topic of sponsorships and activation of those sponsorships.
As an Atlanta-based marketing firm, we’ve recently talked a lot about the Braves and SunTrust Park, but as of last Tuesday, we can officially say we went to a game. And it was a blast. So here’s a recap of rD’s trip to the ballpark.
March Madness. World Series. Super Bowl. Stanley Cup. As Americans, we all watch sports, but nothing brings us together quite like championships. In the months of March and April, we ran a series of polls on our sports viewing habits and how technology is redefining them.
Time is the new currency in loyalty. See how companies are reacting to this challenge.
rDialogue weighs in on why MARTA must focus on providing a good experience for all passengers to keep them coming back.
The I-85 collapse has impacted Atlanta in huge ways, including turning an increasing number of commuters to public transportation. Our very own Phil Rubin weighs in on how MARTA can use this as an opportunity for growth.
It's no secret, I’m a hotel girl. Having worked in the hospitality industry for over a decade before joining rDialogue, my experience gives me a unique perspective on the industry. Today, the hospitality landscape is evolving from mergers and acquisitions and, as a result, brands are being forced to realign their loyalty programs. However, we’re also seeing brands go beyond the re-alignment. Whether fueled by the disrupters like Airbnb or taking advantage of the new technologies available, brands are looking to loyalty strategies and programs to evolve the overall customer experience.