The customer. We've researched them, modeled them, looked for them everywhere. Finally, we've acquired them. Now the real work begins. Where do you want to go with them? Where do they want to go with you?
Customers took a risk in giving you access to their information. Maybe it was an email address, a physical address, or some of their money. These are things we can measure. Mostly overlooked, and rarely measured, is the time they've given us, and (hopefully) will continue to give us. Smart marketers are mindful of all assets customers share with us.
As a customer marketing agency, we use this mantra to keep our client's priorities aligned with their customers’ needs. In today's marketing technology landscape, it's just way too easy to create a customer journey without the most important perspective of all…the customer. Remove friction, increase value propositions, and never forget how hard you've worked just to get to call them your customer.
Changing Consumer Expectations
How the changing dynamic between brand and customers impacts brand loyalty
rDialogue Customer Marketing Articles
Deep Dive on Frictionless Experiences - June 22, 2018 - How are brands providing consumers with frictionless experiences? What is your favorite example of frictionless experiences?
Deep Dive on Convenience - June 21, 2018 - At rDialogue, we believe that loyalty marketing can be summed up best as: brands paying attention to customers, and acting accordingly.
Deep Dive on Actual Time Savings - June 20, 2018 - Time is a fairly vague term. How does it manifest as a driver of loyalty? To give it some context, we examined three ways in which brands are being more respectful of consumers’ time.
Driving Customer Loyalty: Three Things CMOs Should Learn from Amazon and Jeff Bezos - May 2, 2018 - 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?
Turning the Titanic: Becoming a Leader in Customer Marketing - March 20, 2018 - By understanding this simple five-step approach CMOs can start their journey on becoming a leader in customer marketing.
How Companies who Succeed are Listening to their Customers - December 15, 2017 - Phil Rubin, CEO of rDialogue, discusses how companies succeed by listening to their customers in a podcast forum.
America's Oldest Pastime [Infographic] - May 12, 2017 - A recent study by Wunderman contends that there is a new measurement for customer engagement called “wantedness”, or as they define it, “the degree to which a brand provides their commitment to earning a customer’s business across every touch point and throughout the entire path to purchase.”
Is "wantedness" something that marketers need? - February 22, 2017 - A recent study by Wunderman contends that there is a new measurement for customer engagement called “wantedness”, or as they define it, “the degree to which a brand provides their commitment to earning a customer’s business across every touch point and throughout the entire path to purchase.”
Seriously, please don’t treat your loyal customers this way - January 25, 2017 - Having the same cable/internet provider for well over a decade, I openly admit that my expectations from this company are to 1) know me and recognize that I’m a loyal customer, 2) make it easy to do business with them, and 3) have positive experiences through interactions.
The Power of IoT [Infographic] - January 25, 2017 - During our recent DMA webinar, we polled the audience to get their reactions to the evolution of IoT (Internet of Things) and its impact on marketers. See the resulting infographic.
And so it begins…2017 - January 12, 2017 - The 2017 work year started with a clear sign that reinforced everything we’ve been saying about the future (and the present) of customer loyalty.
When Did We Stop Incorporating Customer Service in Loyalty - November 22, 2016 - The holiday season represents a significant proportion of most retailers’ sales, making their customer interactions and promotional activity especially critical to the business’ success.
Use analytics to create a differentiated customer experience - October 27, 2016 - At the foundation of our point of view is the requirement of a deep understanding of analytics and the possibilities it holds for shaping the customer experience. Something discussed frequently, but mastered by few brands.
It's time to face the truth: Discounts do not drive loyalty. Customer experience does. - September 23, 2016 - These may appear to be effective business strategies to generate and grow sales, but consider these insights before going down that road.
Wearable Technology Will Be Explored Further as a Means of Expanding Customer Experience - September 15, 2016 - Here at rDialogue we love technology that makes our lives easier and more stylish which is why we love wearable technology and what they can do for us.
Companies Need to Use the Right Marketing Analytics to Improve Customer Experience - September 1, 2016 - Our latest blogs have touched on big data and how brands are leveraging it; or not leveraging it for that matter. There is more data than ever before.
"Hey Guy”: Apple’s disappointing customer marketing - August 25, 2016 - Known for being at the forefront of new technologies, Apple made an interesting acquisition of a Seattle-based artificial intelligence (AI) start-up called Turi for around $200M.
Relevance Is The Most Important Attribute While Communicating With Your Customers - July 21, 2016 - As always, with any brand effort, relevance is key. In this installment of rD #tbt, we look back at previous years and the role of relevance in brand communications with consumers.
Customers Are The Essence Of Social Media Value - June 23, 2016 - Last week, to kick off our 10-year anniversary, we looked back at the value and importance of customer retention. In part II we scroll back on the timeline and look at the impact of social media or as we refer to it, “Customer Media”.
Customer Retention Is As Important As Customer Acquisition - June 9, 2016 - Over the years, we’ve seen many significant changes, themes and beliefs in marketing, and as a good strategy group, we’ve had opinions about many of these themes.
The Great Divide: Sales vs. Marketing - June 8, 2016 - Organizations often use the terms “Sales” and “Marketing” interchangeably, as if these functions represent a singular perspective for the business. Yes, the two functional areas should work in tandem toward strategic company goals.
Mobile Payments - Enabling a Better CX - April 7, 2016 - Customer experience is the new loyalty and vice-versa. Great customer experiences build habit, turning occasional customers into loyal customers, while putting payments at the center of loyalty.
What will marketers do with their holiday gift of customer data? - January 21, 2016 - The holidays are a time of wonder, merriment, gifts and…as usual, discounts. As marketers, it presents a crossroads: We could stop short and measure the ROI of holiday discounting in that same holiday window.
The evolving role of Data Value Exchange to manage customer engagement - December 22, 2015 - We’ve highlighted key “best practices” in customer marketing, including how customer experience is becoming the new loyalty and bridging the gap with relationship marketing.
Bridging the critical gap with evolution of relationship marketing - November 23, 2015 - Have you ever connected with a brand? Think back to how that connection was built. With some brands it’s easy – you fall in love with their products and their impeccable service.
Addressing Customer Loyalty in a Crisis - September 28, 2015 - Create a customer crisis communications plan, designed to guide engagement with their customers during the crisis and beyond, that can proactively help ensure they remain committed to the brand.
If you’re only using your loyalty program to reward purchase, you’re underutilizing it - August 27, 2015 - Loyalty programs are typically used as a carrot to drive incremental spending. However, if you are only using your loyalty program to reward purchases, you’re underutilizing it.
Are Customers Relevant? - June 16, 2015 - This year’s CRMC conference included a lot of the expected, ongoing discussion about marketing “journeys” and loyalty programs. A few speakers also called for true brand experiences that go beyond the program, something we have been saying for years.
January Relevant Reads: Customer Marketing Articles - January 27, 2015 - At rDialogue, we like to share our favorite customer marketing articles with each other--and we'd love to share them with you too. Here are some of our favorite reads.
IHG Buys Kimpton: Great Company + Great Brands + Great Customers = Karma - December 16, 2014 - In a big move by a big company, InterContinental Hotel Group (IHG) will buy one of our oldest and most favorite partners in loyalty, Kimpton Hotels & Restaurants.