Post-purchase help and communications, plus a sense of belonging to a community, are vital factors influencing loyalty across Australian consumers. Yet these elements continue to be a let down for many of us when engaging with brands, a new survey has found.

Virtual reality (VR) has been in the market for around five years and, while it’s made an impact, we’re yet to see mass adoption on the consumer side. But on the business side, it’s maturing as companies embrace the possibilities of the immersive experience.

There’s no question today’s brands recognise the purpose of gathering customer intelligence (CI) is is to better understand customer motivations in order to drive future growth.

Gamification as a powerful brand engagement tool is fast becoming evident to marketers, as food retailer, Donut King, recently discovered.

The majority of CMOs leading global brands say they are unsatisfied or very unsatisfied with customer retention rates, but aren’t doing enough to decrease churn and capture increased consumer wallet share, new research has found.

One issue with the gambling industry is that it’s very promiscuous, William Hill’s head of mobile CX, Mark Bradshaw, claims. Unlike a bank or insurance, it’s very easy to move between providers, so customer retention and making sure they don’t have a bad experience is really critical to your bottom line, he says.

The rise of ecommerce and the surge in consumer choice means organisations need to think of more innovative solutions to keep customers loyal.

Over the last five years, a few key trends have started to emerge with respect to how organisations are operating and where the accountability lies.

A Sydney fashion e-commerce startup has targeted customer retention by becoming an early adopter of the Flamingo vendor relationship management (VRM) platform.