The Beacon/Social Reviews Connection: What’s In Store for Indoor

As a proponent of omnichannel conversational commerce, I’ve been fascinated by technologies that The Beacon/Social Reviews Connection: What's In Store for Indoorimprove indoor (or in-store) customer experience. Of course, there is always a balance to be struck between “creepy” apps (which smack of unwanted surveillance and privacy invasion) and “intelligent” assistance (which brings several technologies under the control of shoppers to improve their experience). In reality, there is no black-or-white distinction between the two. The toggle is whether an indoor tracking app delivers true value to a shopper or passer-by.

Here are a couple of examples. Satisfi, which started life as a company called SuperSolver, uses an indoor location aware mobile application to provide a direct feedback loop between a customer and a “the person in charge” at a business before he or she leaves the premises and Tweets or posts a review on Yelp!

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How can Airlines Find Customers with Social Media

The End of Traditional Customer Service Model
frustrated-woman-standing-in-airport_ssThere are thousands of flights every day, transporting millions of passengers all over the world. In the midst of all this traffic, there is one experience and emotional experience that everyone has faced so far: confusion.

We all know traveling can be a confusing experience, and it’s easy to become frustrated in an unfamiliar environment. Unexpected delays, locating the correct gate, and lost or missing baggage can lead to the rise in the level of frustration, anger, and hopelessness among flyers. Prior to the age of social media, customers would reach out to customer service representatives to ask for directions, information or other miscellaneous concerns. Through the efforts of the customer service representative, customer concerns were examined, logged, and transferred to the airline and airport headquarters for evaluation. Customers were patient, given their only option was to wait “on hold” with customer service on the phone in order to receive their information. Read More

Japan Airlines combines beacons and smartwatches to improve customer service at airports

Japan Airlines (JAL) staff at Tokyo’s Haneda airport are being provided with smartwatches that work in conjunction with Bluetooth Low Energy (BLE) beacons, to give management a way to assign staff more efficiently and respond more swiftly to customer requests.


Beacons are being placed at each of the airport’s domestic terminal one boarding gates, with staff issued with Galaxy Gear 2 smartwatches. The LG G Watch will also be tested during the pilot, JAL says. Read More


This afternoon I was pleased to have the opportunity to present at Sprinklr‘s Social @ Scale event in Toronto, as part of an impressive lineup of speakers featuring Mitch Joel, Keith McArthur, Di Gallo, Mathieu Legace and Tara Hunt.

In my presentation – entitled The Power of Loyalty in Social Media – I posited that social media presents an opportunity to drive significant ROI through customer loyalty. That means shifting from one-way advertising to focusing on customers.

I focused on several insights: Read More

Loyalty 3.0

Rajat Paharia launched the gamification industry in 2007 with the founding of Bunchball. Now, he’s taking

back the word “loyalty” to actually mean something to marketers, customers, employers and employees. His book, Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification, reveals the technology, techniques and philosophy used to create true loyalty and generate a sustainable competitive advantage.

Evolution of Loyalty

In the business context, loyalty gives people a compelling reason to stick with your business and resist competitive offers. The first version of loyalty programs (loyalty 1.0) originated as points and rewards systems used to motivate customers, from frequent flyer miles to “buy ten get one free” punch cards. Loyalty 1.0 programs are purely transactional and fail to generate lasting loyalty. Read More

Are Customers Loyal to Your Brand or Just Your Loyalty Program?

love_matrixAs a marketer, you may find yourself wondering if your customers are actually loyal to your brand, or just to your loyalty program. You may also wonder if your customers are emotionally invested in your brand or if they only purchase from you out of habit and because of the discounts they are given through your loyalty marketing efforts. Does a loyalty program REALLY provide a feeling of loyalty between a brand and their customers?

According to Bond Brand Loyalty, 29% of customers agree that they wouldn’t be loyal to a brand if it weren’t for their loyalty program. Bond‘s Love Matrix (as shown in the photo) displays Read More

Customer Acquisition through Social Media Referrals

Posted by Troy Leland on Mon, Jan 19, 2015 @ 10:01 AM

Much of the buzz in loyalty marketing has to do with bringing customers back to your store for repeat business and increasing the amount of their transaction once they return. While increased repeat business and higher rings for current customers are great ways to grow your sales, it’s also important to consider how your loyalty program will bring you new customers as well.

-How will buyers within your target market find out about your business in the first place?

-What will motivate these buyers to leave the competition and come to your business instead?

Acquiring new customers may be perceived as a more difficult task with
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Building Brand Loyalty at Under Armour

Connecting with customers, and engaging them on a regular basis helps build brand loyalty.Just ask Under Armour CEO Kevin Plank.

During his company’s Feb. 5 fourth-quarter financial results conference call, Plank began by saying it was a “record year” for Under Armour in almost every aspect of the business.

“It was a record year in almost every aspect of our business, enabling us to continue our streak of 19 consecutive quarters of revenue growth over 20% and five consecutive quarters of 30%-plus growth,” Plank said, according to Seeking Alpha. “Heading into 2015, the confidence we have in our apparel and footwear business has never been higher. Our execution never better, and our ambition never stronger. We also announced Read More

Twitter CEO Focuses on More Refined Customer Engagement

By: Jim Tierney, Loyalty360

Twitter Customer Engagement

Twitter CEO Dick Costolo wants to remove barriers for consumer consumption so customer engagement will grow exponentially.

During his Feb. 5 fourth-quarter earnings results conference call, Costolo explained how he wants to remove those barriers to consumption from Twitter’s most active users to someone visiting Twitter for the first time.

“We want people to immediately get value out of Twitter and always see content that is meaningful and relevant to them,” Costolo said, according to Seeking Alpha. “There are more than 6,000 tweets a minute every day. What one person sees on Twitter is just a very narrow slice of all the amazing content we have on Read More