I wanted to talk about three distinct groups of friends I’ve followed over the last year or so. The first is a group of friends who are frequent business travelers, and we share stories and purchase suggestions in a group on Facebook. The second is a group of friends who are fellow members of Adobe’s […]
Case Study: Why GE Started an Employee Brand Ambassador Program to Solve One Specific Business Problem
Proper planning is the easiest way to improve the efficiency of your campaign, program, or project. It’s imperative that you develop a clear strategy so that everyone involves understands precisely what they are doing, and what business outcomes they are working toward. In short, “Here’s what we are doing, here’s why it’s important”. That’s why […]
The Promise and (Potential) Peril of Social Commerce
Social media sites like Pinterest and Instagram are embracing the idea of social commerce. Social commerce is about making it easier for users and accounts to sell products directly via their feeds and content. For instance, Instagram users that meet a certain follower threshold can link directly to products in their Stories. For marketers, the […]
What I Saw and Learned at Adobe Summit 2019
This year I made my third trip to Las Vegas for the Adobe Summit as part of the Adobe Insiders group. This is a group of influencers who serve as on site ‘correspondents’ for Adobe in helping to promote the event and share key insights. We also serve to advise Adobe on the focus, structure […]
Great Customer Loyalty Programs Are Built on Offering Great Experiences
You’re grocery shopping, and it’s time to buy cereal for your kids. They like Apple Circles and Honey Nut Loopies equally, so you typically grab whichever one is on sale. But not today. Because you just joined the ‘loyalty’ club for Apple Circles, and they sent you a $1.00 off coupon, so today is an […]
The Factors That Drive Brand Loyalty in 2019
Wikibuy recently surveyed 5,000 people to learn what made them loyal to a particular brand. You can find the research here, but I wanted to go over some of the findings: Product Quality is the Top Driver of Brand Loyalty. 40% of respondents identified product quality as the attribute most likely to make them loyal […]
How to Structure a Welcome Pack For Your Brand Ambassadors
Recently, the Alabama Mountain Lakes Tourist Association launched its first Brand Ambassador Program. You can learn more about the program here. I’m now advising AMLTA on this program, and they sent me the Welcome Pack they are sending their Brand Ambassadors as they enter the program. I wanted to share the contents with you here […]
How to Create Content That Builds Customer Loyalty
According to new research from CMI, 81% of B2C companies are focused on creating content that builds loyalty in 2019. So what does content that builds loyalty look like? First, let’s think about some of the things that make you loyal to a business or organization: Consistent experience. You know that every time you shop […]
Research: How to Create Loyal Customers and Reduce Customer Churn Rate
Yotpo recently surveyed 2,000 American shoppers to learn their views on brands and brand loyalty. The results gave some interesting insights into brand loyalty in 2018, so I wanted to highlight some of the findings: Despite the growing importance of customer experience, product is still both the point of entry and departure for brand loyalty. 55.3% of […]
Case Study: National Geographic’s “Your Shot” Photography Community
One of the smart tactics many brands are leveraging is incorporating user-generated content into its social content streams. The idea is that you take content that your customers or fans are creating, and highlight it alongside your own. It gives the content creators a platform to get more exposure for their work, plus it helps […]
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