Blog

With Synapze™ DNA, Bond’s customer genome solution, brands can unlock value from their data faster and more cost-effectively.

If there’s one thing 2020 taught the business world, it’s that companies can move forward faster on their roadmaps, or even nimbly change directions altogether. Across sectors, and even in the most siloed, complex companies, the COVID-19 crisis propelled organizations to work in ways they hadn’t before, bringing about years of change in mere months.

While companies are no longer operating at survive-or-die speed, there’s no turning back to business as usual. If there’s another realization from 2020, it’s that consumer needs and behaviors are changing faster than ever, too. They’re rapidly embracing omni-channel retail, switching allegiances and trying new brands, and expecting brands to not only understand their needs, but also to anticipate them.

The impact of COVID-19 has arguably hit the aviation industry harder than any other. According to The International Civil Aviation Organization, by the end of 2020, we could see reductions of up to 1.5 billion passengers globally, leaving airlines and airports facing a potential loss of revenue of up to USD 314 billion and USD 100 billion, respectively.

In today’s fast-moving world, speed to insights is critical to the success of a brands’ personalization and customer engagement initiatives. But how can marketers win the race?

We sat down with Francis Silva, our VP of Data & Analytics, to learn more about the challenges with today’s personalization models, and how Bond’s innovative new Model Factory helps businesses solve complex challenges and get to the finish line by using insights faster and more efficiently. 

As consumers, our grocery shopping behaviors and experiences have been drastically altered as a result of COVID-19. Grocers have had to make unprecedented changes to the shopping experience in order to safeguard their employees and customers. Unsurprisingly, it is expected that many of these changes will continue to persist and that new ones will form in a post COVID-19 era. Many believe that the grocery experience that we know and have come to take for granted, will be forever changed, as a result of the pandemic.

In order to understand which behaviors and experiences will stick and what else we can expect to change in a post COVID-19 world, it is important to first examine how consumers have been impacted during the pandemic, and what new realities have dramatically changed the current grocery shopping journey.

Happy CX Day! In this video, people from across our organization share fundamentals that are key to delivering and achieving CX transformation success.

Put on by the Customer Experience Professionals Association, CX Day is a global celebration of the brands and professionals that create great experiences for their customers.

Break silos. Demonstrate business impact. Focus on customer engagement.

 Full disclosure, this is another article on customer journey mapping. However, let us reframe the conversation to focus on breaking down silos, making customer engagement the priority and quantifying business impact at every key interaction, beyond a single transaction. With our clients, we use a different kind of framework that considers the end-to-end customer journey.

Weclome to a guest blog by Andrew Dorn, Director of Marketing Channels at RedPoint Global, a proud partner of Bond Brand Loyalty.

Loyalty programs have become extremely popular in recent years, and for good reason. Providing rewards to repeat customers is a good way to get them to keep coming back. But that’s not the whole story. To truly engage consumers and keep them loyal to your brand, you need a comprehensive strategy that centers around understanding customer behaviors, preferences, and interaction histories. Only once you have built and implemented this customer engagement strategy you can be confident of driving greater retention and loyalty over time.

Make no mistake: Building authentic relationships with consumers is hard work—and getting harder by the day. Consumer expectations continue to rise. The pace of change continues to increase. The need to stay relevant is more important than ever.

Our latest research from the 2016 Bond Loyalty Report, shows that consumers continue to value Loyalty programs—programs that pay dividends back to brands in the form of loyalty, advocacy and increased spend. It’s time for marketers to start paying closer attention.

If you’ve taken a “set it and forget it” approach you’ve likely overlooked what matters most to your program Members. Taking a closer look now might land some relatively quick wins.

A funny thing is happening in the loyalty industry. Consider the average North American consumer is enrolled in a record 13 formal programs that include typical features like monetary rebates, points and discounts to lock members in and keep them coming back. Now consider that actual participation in those programs (that is, customers engaging and making purchases) shrank 14% from the previous year, according to the 2015 Bond Loyalty Report.

The widespread availability of these programs is outpacing consumer demand. This oversupply is creating a growing sense of customer indifference toward the most potent mechanisms that differentiate a brand.

Funny, right? Not so much.

Just the other week, the Boston Consulting Group announced that Tesla had joined Apple and Google at the top of an annual ranking of innovative firms. In fact, Tesla raced into third position from the 41^st position in just two years. As a Tesla owner, I am not at all surprised by this rapid leap to third place. Such acceleration is highly becoming of a brand that boasts a 0–60 miles acceleration, in just under three seconds.