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Customer Experience

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Customer loyalty is vital to the growth and longevity of your business. About 82% of companies agree that it’s cheaper to retain old customers than acquire new ones. But, how do you break through the competition and bond with your audience in a way that encourages their devotion? If you’re wondering how to build customer loyalty, read ahead as we share proven strategies to develop and maintain these valuable relationships.  What Is Customer Loyalty? Customer…

Amid the COVID-19 outbreak, direct-to-consumer (D2C) brands across the globe are feeling the financial pinch due to millions of people staying at home and avoiding unnecessary shopping trips. The cure for the virus may still be in the works, but the cure for business owners relies on the public and their transition to digital. During this time, when consumers are adjusting along with their local businesses, it’s essential to practice gratitude and remind customers of…

So, what is psychometrics? The dictionary definition describes it as the “science of measuring mental capacities and processes.” I’d encourage the folks reading this to think about it as “what drives people to act or behave in a certain way.” For example, why would my team choose me to write this blog? Well, from their interactions with me, they know that I’m quite passionate about the topic of personalization. They also know that I’m highly meticulous and conscientious.…

In the past, customers were limited to a couple of avenues for customer service inquiries: in-store and over the phone. Now, thanks to the rise of technology, customers have a variety of service channels to choose from — including Facebook, Instagram, and all of the channels that fall under the social media umbrella.  That’s right — social media channels have evolved into more than advertising and marketing platforms; they’re also now one of the top…

Years ago, to create successful customer loyalty programs, companies would just enroll customers and give them some discounts and maybe occasional free shipping. But today, customers have become more sophisticated and demanding. They expect a higher level of personalization and engagement that recognizes who they are and what they want. And they also expect brands to listen to them. In other words, today’s consumers increasingly want to be both seen and heard.  Direct-to-consumer (D2C) brands,…

Two types of loyalty are fundamental to businesses: customer loyalty and brand loyalty. While they’re two separate concepts, the common denominator is that they’re both indispensable to customer retention. Let’s go over customer loyalty vs. brand loyalty — the difference between the two, and why they have to be addressed in distinct ways.  What’s Customer Loyalty? Customer loyalty is born from excellent customer satisfaction — it’s when a customer has such a positive experience with…

Imagine a marketing program that costs relatively little, yet generates warm, promising leads. It sounds like every marketer’s dream, right? Well, it is. Customer referral programs are one of the most powerful ways to acquire new, high-quality customers. Referred customers have, on average, a 16% higher customer lifetime value (CLV), and marketers say that referral marketing is the second-highest source of quality leads. Despite all this, only 30% of companies actually use a formalized referral program. What exactly is this powerful…

We recently brought direct-to-consumer (D2C) marketers together at the first-ever Growth Guerilla Collective (GGC) community meetup in San Francisco, where members brainstormed ways to fuel brand awareness in 2020. The room was jam-packed with ambitious marketers eager to meet one another, learn about each other’s experiences, and grow personally and professionally.  SF-based industry leaders Shann Alipour, Director of Marketing at Oliso, and Neha Mittal, Sr. Digital Marketing Manager at Cora, kicked off a group discussion…

Customer retention is a big deal. Hyping up your brand and even getting the first sale is relatively easy compared with the struggle that many businesses face in trying to keep their customers once they’ve found each other. As a result, retention is set to be a top priority for companies looking to keep customers engaged and driving growth. What are the top five customer retention marketing trends that’ll help you the most in the…

Research shows that up to 92% of consumers trust peer recommendations. And according to American Express, happy customers recommend to an average of eleven people. Now, multiply that by thousands of customers, and there’s significant potential for customer acquisition. This is the crux of what it means to have brand advocates. Brand advocates are a brand’s ambassadors to the world. They spread the brand message among their friends and family — people just like them…