Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Asking, how do we build a learning organization in a culture of continuous improvement? Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 108

B2B Loyalty Net Promoter Score B2C 108

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. are now ripe for inclusion in loyalty coalitions. are now ripe for inclusion in loyalty coalitions.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

InMoment XI

MAY 14, 2022

This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value. And that’s where true brand loyalty is born. Step #4: Create a Congruent Culture. A Few Examples from Best-In-Class Brands.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

InMoment XI

MAY 4, 2023

Segmentation will help you zero in on the best ways to provide for and delight your customers and with a tailored approach, lean into specific areas to drive customer retention and customer loyalty to weather the storm, earning growth in the short and long term for your business.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

InMoment XI

JANUARY 17, 2024

The Importance of Guest Experience Management Guest experience management is vital for hospitality brands looking to build a positive reputation, foster customer loyalty, achieve competitive differentiation, and ultimately drive long-term success and profitability. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Loyalty Programs. White Papers.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer. Here, he shares an article focused on culture. Absolutely!

Customer Service 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

NOVEMBER 15, 2021

Commercetools partners with Currency Alliance to enable loyalty marketing in the age of composable commerce. Every company strives to build loyalty among its customers, but the methods to achieve the never-ending pursuit of loyal customers can vary widely. Furthermore, 91% of consumers want to be recognized.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Customer Service 150

Customer Service Loyalty Programs Hotels Infographics 150

Currency Alliance

DECEMBER 7, 2021

I heard it once, two weeks ago at a loyalty conference in London. Loyalty trends were being discussed, as well as what had been hot topics in prior years – some of which just faded away as fads. Most companies need to stay focused on what we call Loyalty Imperatives for this decade. The Loyalty Imperatives answer that question.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. Consider the benefits of loyalty programs.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be? Behaviors and attitudes are different from place to place, culture to culture. To do this, use initials like “C.J”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience.

Customer Service 61

Customer Service Customer Centricity Loyalty Programs Culture 61

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Vodafone built Voxi as a novel telco proposition around just that culture.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Win the Customer

SEPTEMBER 12, 2023

Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Customer Guru

MAY 8, 2018

Pawar is a Business Practice leader with over 23 years of industry experience of working with various Fortune 500 customers in their Customer Experience, Digital Marketing, CRM, Loyalty Programs, Business Intelligence and Analytics transformation engagements. We would be more than happy to help.

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

ShepHyken

JANUARY 10, 2022

Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business. 12 Strategies Businesses Can Use to Show Appreciation for Their Customers by Rolling Stone Culture Council. Here are 12 ways from RollingStone.com’s Culture Council panel of experts.

Customer Service 76

Customer Service Loyalty Programs Loyalty Sales 76

Currency Alliance

MAY 9, 2019

Enter: loyalty marketing. This article describes why a Loyalty Strategy will become the only long-term, sustainable point of differentiation in the mobility portal wars, because sufficient capital will find innovative growth companies and legacy players will eventually learn how to become more agile.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

West Monroe

SEPTEMBER 4, 2023

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. Another thing we focus on is offering good loyalty programs. How do culture and purpose show up in your day-to-day at e.l.f About the episode Ekta Chopra, e.l.f.

Culture 52

Culture e-support Innovation Loyalty Programs 52

SurveySparrow

JANUARY 13, 2021

Like the customer net promoter score, eNPS or employee net promoter score helps gauge employee loyalty and engagement. This straightforward and extremely simple tool is often used as a metric to bring growth to the overall company culture. You must maintain a healthy work culture. What’s more?

Net Promoter Score 52

Net Promoter Score Culture How To Effort Score 52

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

ShepHyken

AUGUST 30, 2019

As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. Create Loyalty Programs with Enticing Rewards. Another excellent way to sustain customer lifetime value is to create a loyalty program. How do you get them to stay loyal to your business? Conclusion.

Loyalty Programs 107

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 107

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I love his articles.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. Whereas past Wave reports have focused on loyalty platform technology providers, this is the first time a Wave report focused exclusively on leading loyalty firms offering services, from visioning and strategy through design, development, and launch of new member experiences.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

Clicktools

JULY 25, 2017

I love the loyalty program. That is called customer loyalty. Like anything in the digital transformation era, both culture and vision play a huge role in determining how well companies can adapt to this new age of data action—and reaction. Build It into Your Culture. The customer comes first in Amazon culture.

Loyalty 53

Loyalty Feedback Chatbots Customer Journeys 53

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. Journey mapping also helped Kathy and her team develop a loyalty program for the devoted customers.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

CX Journey

OCTOBER 24, 2018

Social media creates a culture where people expect interaction, including interactions with brands. Start a Loyalty Program Loyal customers are five times as likely to buy from you again and more likely to forgive an error on your part. Building loyalty takes time and commitment.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. That ought to make your job easier.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. This led many banks in Europe to close their rewards program over the past three years. Or, in the form of the now-prevalent sign-up bonuses that come from switching banks.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40