Loyalty360 Reads: May 24th, 2018

The latest news in the world of customer experience and customer loyalty.

It’s a bad day for…
.. Pay-Tv providers. According to a new study by Leichtman Research Group,  the largest pay-tv providers in the U.S. – representing about 95% of the market – lost about 305,000 net video subscribers in 1Q 2018, compared to a pro forma loss of about 515,000 subscribers in 1Q 2017. With alternative options like Internet-delivered services (Sling TV and DIRECTV NOW), consumers are turning away from pay-tv providers in record numbers. Internet-delivered service providers added about 405,000 subscribers in 1Q 2018 – compared to about 265,000 net adds in 1Q 2017. Will pay-tv continue to fade into non-existence? The data tells us that’s more than just a possibility at this point.

Instagram Implements “Mute” Feature for Users to Ignore the Intolerable
Tired of seeing Johnny’s sixth workout picture of the week or Debra’s fourth day in a row of meal prep pictures on Instagram? Thankfully, the app has finally come to the rescue for users to block the insufferable ones among us. Business Insider tells us, “You’ll be able to remove specific accounts' posts and stories from your Instagram feed without unfollowing them or even alerting them to what you did.” The benefits here are two-fold. One, you will no longer be inundated with pictures you cannot stand. Two, you will not hurt the feelings of your friends or family members who take things a little too far on the app.

Chronic Returners Beware: Amazon Says No
Amazon is tired of users taking advantage of its generous return policy. “Chronic returners,” will be banned, according to a new piece in the Wall Street Journal. “Unusual number of problems,” are unacceptable, according to Amazon’s standards. While the company is facing a bit of backlash from customers, for the most part people have been understanding. Returning items six, seven, or sometimes even eight times in a year causes issues for both the brands and the website. With 300 million customers combined with a relaxed return policy, Amazon wants to put an end to customers taking advantage of their policies. Some of the things that will get you flagged include: Consistently returning a large number of your purchases, returning the wrong item or items that look used, returning items prone to abuse like TVs and computers, providing an atypical reason for a return, and posting reviews in exchange for compensation.
 
 

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