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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)
 

Online loyalty 'best with a personal discount'

Consumers on the internet are apparently embracing the idea of the personalisation of marketing offers, with 74% of internet users saying they want customer loyalty schemes that offer discounts based on their online browsing behaviour, according to a survey commissioned by web content management firm SDL Tridion.

The survey, entitled 'What the Customer Wants', noted an increasing sophistication in consumers' internet usage, and provided new insights into what they really want from their online shopping experiences.

Contrary to popular belief, internet users do not generally consider businesses that track their online behaviour and shopping habits to be overly intrusive. In fact, 74% of respondents said that they value customer loyalty programmes more when they offer discounts based on their personal shopping habits.

Consumers also said they want convenience and relevance to help speed up and simplify their online experience, with two-thirds (66%) expecting to view web site content that is specific to their interests and needs.

"The recession may have prompted consumers to shop online to find the best deals and save money, but what is refreshing is how much more sophisticated they are in their online usage," said Tim Norman, SDL's sales director for Northern Europe. "They understand the benefits of having their behaviour tracked and profiled, and most will welcome customer loyalty schemes that reward that willingness with individually tailored discounts. Many consumers no longer see personalisation as a threat to their personal privacy but actually as a way of deriving convenience and savings, both time and money."

Among they highlights of the study:


Sources: SDL Tridion /
The Marketing Factbook.
Copyright © 2009 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark