I recently came across a new research study from Cheetah Digital (via MarketingCharts) that uncovers the reasons why customers have a ‘favorite’ brand. The study surveyed over 5,000 customers worldwide to determine the factors that drove brand loyalty. I wanted to cover the top seven drivers of customer loyalty: The Top Seven Drivers of Customer […]
Brands With Happy Customers Have One Thing in Common
They value their customers and communicate this through their actions. When I talk to companies and clients and how to create passionate customers that love your brand, I typically talk about how rock stars have fans or how sports teams have fans. I talk to companies about how much of an impact it would make […]
Hire Mack Collier for Content Strategy, Content Creation and Content Execution
So before we talk about the consulting and training solutions I provide for companies that need help with their content, digital or marketing strategies, let’s talk about your experiences. If you’re reading this, the odds are you’ve hired a digital agency or two in the past that promised you that they would get you a […]
How to Create Customer Loyalty After the Product Purchase
Let’s say for every product you buy, there are one of three outcomes as far as your satisfaction with the purchase: 1 – Indifferent. The product does what you expected it to do, no more or no less. 2 – Upset. The product doesn’t meet your expectations. 3 – Excited. The product exceeds your expectations. […]
The Business Link Between Customer Empathy and Brand Loyalty
The other day I was talking about mapping content and marketing to the buyer’s journey with Alexandra. Alexandra mentioned what comes after the purchase, and that’s when we began to discuss the role of creating and cultivating brand loyalty. We then had a fascinating discussion about the role that empathy for the customer plays in […]
What is a Customer Feedback Loop and Why Should it Be a Part of Your Brand Ambassador Program?
Customer feedback comes in many forms: Surveys the company sends out Calls to customer service Social media responses or complaints from the customer In-person feedback from customers in retail locations Often, this feedback is used to solve a current issue the customer is having. But what if a customer’s feedback isn’t focused on an immediate […]
How to Segment Your Engagement Strategy Based on Customer Type
Most companies have a customer engagement strategy, but that strategy views customers as one type and structures the strategy accordingly. Yet your customers are very different people, they might be a part of a larger group, but there are many smaller subsets of the larger group that your company should be aware of. Let’s review […]
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 […]
Let’s Take a Closer Look at Patagonia’s Worn Wear Road Tour
Several years ago, Patagonia started its Worn Wear program. The program was based around Patagonia’s corporate values of extending the lifespan of every garment it creates. The Worn Wear program will repair your Patagonia clothing, and if the clothing is beyond repair, it will recycle it for you. A few years ago, Patagonia decided to […]
How to Convince Your Skeptical Boss to Invest in a Brand Ambassador Program
Whenever you attempt to sell your boss on launching a new initiative, there’s a few things you need to do to improve the boss’ chances of signing off: 1 – Help the boss understand the value 2 – Help the boss understand the cost 3 – Help the boss understand the scope of the initiative […]