It's an understatement to say the world looked very different when I made last year's list.
If I was expecting an overall acceleration of community projects, I thought historical brands would likely have delayed adoption. Then, the pandemic struck and the industry turned upside down. Brands lost direct access to customers and we started shopping online more than ever before.
The result? A rush to community as advocacy and loyalty became a priority to many.
After an unpredictable year, here’s what I think 2021 holds for us:
I'm happy to announce we won "Best Customer Insights Strategy" with Superdrug at the 2021 Modern Retail Awards!
Just a few months after winning "Best Community Hub" at the Glossy Awards, we're especially grateful to highlight how community insights can inform teams across the organization, helping brands like Superdrug adapt to a difficult year.
This article is aimed at CMOs, Loyalty & CRM Directors and anyone else who feel they’re not doing enough to retain, delight and leverage their customers. We’ve written it to explain what we think next-gen loyalty looks like for retail in a 10-min read.
Pour beaucoup de marques, le confinement implique de devoir faire plus, avec moins de ressources. Pour gérer ce problème, certaines ont décidé, dès le 1er confinement, de s'appuyer sur leur communauté de clients.