CRM & Retention

Loyalty marketing and customer service

CRM & Retention


Stephen Whiteside, Event Reports, Argyle CMO Leadership Forum, June 2014

This event report reveals how Santander Bank, the Spanish financial services group, has leveraged the views of an online community of consumers and staff to help build its brand in America.


Geoffrey Precourt, Event Reports, ANA Digital & Social Media, July 2014

This event report discusses how Dell, from an inauspicious start in 2005 with the online furor and negative word of mouth surrounding "Dell hell", has made social media a core aspect of its operations.


Matthew Tod, Admap, July/August 2014

This article sets out the need for a 'total retail' approach to shopper marketing, rather than a multichannel approach, with a strong central brand and consistent consumer experience.


Stephen Taylor and Simon Hathaway , Admap, July/August 2014

This article establishes why retailers and brands need relevance, given that advances in technology and changes in shopping habits have raised consumer expectations.


Omaid Hiwaizi and Frank Wolfram, Admap, July/August 2014

This article discusses the convergence in digital and physical retail spaces demanded by connected shoppers as purchase journeys become more complex and unpredictable.


Rachelle Headland, Admap, July/August 2014

This article shows why 'retail-out' marketing strategies which should replace 'shelf back' strategies, given that purchase journeys do not take a predictable shape.


David Clements, Admap, July/August 2014

This article addresses the future of retail as advances in data processing allow for greater targeting, personalisation and integration across channels.


Aaron Shields, Admap, July/August 2014

This article explains why a brand's 'unique experience signature' is of vital importance and how brands can bring together physical, human and digital elements to create one.


Stephen Whiteside, Event Reports, M1 Mobile-First Summit, May 2014

This event report discusses how AT&T, the telecoms giant, is addressing a conundrum at the heart of the mobile ecosystem: that its customers are empowered by new technology but overwhelmed by the pace of change.

WARC RECOMMENDS


WARC BRIEFING

Loyalty Marketing

Key trends and theories on retaining customers


BEST PRACTICE

How to foster loyalty effectively

Practical tips, reminders and recommended reading


ADMAP

Brand Loyalty

How advertisers all over the world close the loyalty loop


TRENDS

Loyalty marketing

Attracting and retaining customers in difficult times