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Customer Experience

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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…

“Gathering intelligence” might sound like something that’s straight out of an espionage movie, but marketers do it, too — specifically, gathering customer intelligence (CI). Why? Because right now, the customer is more powerful than ever. In a study from Dimensional Research, a whopping 90% of people who read online reviews said that their purchasing decisions were influenced by positive reviews, while 86% said negative reviews swayed them.  Consumers nowadays are likely to investigate the real…

Engagement isn’t just another marketing buzzword — it’s the difference between challenger brands that soar and ones that don’t. Fully engaged customers are 23% more likely to spend money with brands than average customers. However, customer engagement is hard to define and even harder to quantify. That makes it challenging for brands to know what they’re doing wrong (or right) and what they could be doing better. Engagement includes, but isn’t limited to: Interacting with…

Above all else, AdRoll is laser-focused on leveling the playing field for emerging D2C brands so that they can compete in the era of smart retail. While the fundamentals of smart retail marketing remain, what’s changed is the absolute need for customer-centricty and data insights needed to make strategic decisions. That’s why last week, we attended the Modern Retail Summit in sunny Palm Springs. Jam-packed with content, networking, and D2C retailers, the 3-day event was…

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.…

The term “customer marketing” seems something of a misnomer. After all, isn’t marketing always about the customer? The answer is “yes,” but at the end of the day, there are actually two types of customers: the ones you want to acquire, and the ones you already have. Customer marketing focuses on the customers you already have. Many business owners and marketers make the mistake of devoting all their attention and resources to the acquisition of new…