Posts in CRM & loyalty programs

Five ways ecommerce brands can build customer loyalty

What makes a customer come back for more? 

In today’s highly competitive ecommerce market, brand loyalty can be an elusive concept. From fast customer service and convenience, to product quality and brand values, there are many factors that might help to keep customers happy. 

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Four ways brands build loyalty & engagement (without using points)

It's often said that it costs a lot more to acquire a new customer than to retain an old one.

Because of this, many marketers have been tasked with developing engagement and loyalty programmes.

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Hotels are boosting loyalty with dining experiences (featuring four examples)

Dining is part and parcel of the travel experience, with many people now drawn towards destinations based on their food culture and cuisine. 

Thanks to the rise of food tourism, an increasing number of hotels are launching dining experiences of their own. Whether it’s an in-house event or a partnership with third-party food brands – the aim is to increase loyalty and create a seamless experience for customers.

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10 important digital marketing stats we’ve seen this week

We’ve got a treasure trove of stats for you to dive into this week.

The roundup includes news about consumer trust, click and collect, GDPR, and ad spend. Oh and don’t forget, the Internet Statistics Compendium is ready and waiting should you be left wanting more.

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lisa henderson

A day in the life of... Chief Client Officer at Epsilon

Lisa Henderson is Chief Client Officer at Epsilon and this week's Day in the Life interviewee.

Henderson gives us a clear and erudite account of what it takes to work in a big organisation helping clients with new tech and traditional marketing goals.

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matt button

A day in the life of... Head of CRM at Gumtree

This week's Day in the Life introduces us to Matt Button, Head of CRM at Gumtree.

Matt gives us some sage advice on finding out what it is you want to do with your career (after you've checked the Econsultancy jobs board of course).

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How hotels are upping the fight against online travel agencies

For years, hotels and online travel agencies (OTAs) have maintained a frenemy relationship. 

But now, as bookings through OTAs have surpassed direct bookings for the first time ever, a number of major hotel brands are more aggressively battling the middlemen who generate billions of dollars in revenue for them but eat their margins and commoditize their brands.

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B2B marketers: Share your thoughts on account-based marketing

Econsultancy needs your help! We're undertaking a study into the best practices and pain-points of the account-based approach to customer acquistion and retention, and we'd like your input.

Are you familiar with account based marketing (ABM)? Do you have experience to share or questions you'd like answered? Please click here to let us know if you're open to a short interview with one of our researchers.

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Amazon Books: What retail can learn from Amazon's new bookstores

Amazon is largely credited with killing the physical bookstore. 

Its biggest victim, Borders, once the second largest bookstore chain in the U.S., filed for bankruptcy and began closing all of its stores in 2011. Barnes & Noble, the nation's largest bookstore chain, has been downsizing and is expected to continue to do so for the next decade.

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10 staggering digital marketing stats we've seen this week

We’ve got more stats than you can shake a stick at this week. The roundup includes news about chatbots, Brexit, brand perception, supermarket loyalty, and more.

Don’t forget, you can also download the Internet Statistics Compendium for further insight.

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Loyalty programs are losing their sway: here's what brands can do about it

Despite the fact that companies are spending tens of billions of dollars on loyalty programs every year in the US alone, a study conducted by Accenture suggests that consumers are increasingly impervious to the effects of these programs.

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crm

What's the difference between CRM, marketing automation and DMPs?

To somebody like me who hasn't worked at the sharp end of customer relationship management (CRM), it can be confusing to consider the theory.

I set out to discover where CRM, marketing automation, sales, and data management platforms cross paths, and how CRM is implemented.

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