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

SurveySensum

NOVEMBER 22, 2023

Is it the website’s usability, customer journey, or the brand’s overall perception? Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? For example, if you want to increase your online sales, ask customers about their shopping experience on your website. And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Lumoa

JUNE 30, 2022

The research on customer experience value speaks for itself: Research from Dimension Data reports that 84% of companies who invest in customer experience report seeing an increase in revenue and 92% of them see an increase in customer loyalty. Pick one area and make a change to the customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

InMoment XI

NOVEMBER 15, 2023

It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business. By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. Who Needs Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Optimove

JUNE 22, 2020

Using loyalty data to power customer retention and reactivation. This is just one methodology ( with three more to download ) that demonstrates how marketers can easily use Optimove to discover customer insights, test their hypotheses, and optimize their CRM campaigns. How’d they do it, you ask?

Customer Retention 52

Customer Retention Loyalty Data Loyalty Programs 52

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 238

Strategy How To Wait Times Customer Satisfaction 238

Comm100

APRIL 10, 2024

An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. The result?

Customer Service 227

Customer Service Chatbots Analytics Customers 227

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Almost 40 to 50% of them, in fact.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. putting the customer at the center of your business model.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. The customer experience has evolved. Why hasn’t loyalty? The result has been impediments to managing customer data efficiently and making it actionable.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. What value are they delivering to their customers that your company is not?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

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. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

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

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. Second, focus on increasing customer loyalty.

NPS 208

NPS Net Promoter Score Industry How To 208

Forrester's Customer Insights

MARCH 10, 2021

Our data shows that new logos account for close to 23% of total revenue, while retained business plus growth via upsell and cross-sell account for the rest. How are you protecting that 77%?

Customer Base 61

Customer Base Data Customers B2B 61

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Optimove

JUNE 22, 2023

With these rich customer insights, brands have the data to hand to help them continually fine-tune their messaging and amplify their personalization efforts. Personalized promotions: Beacons are perfect for delivering targeted offers and promotions to customers based on their location, purchase history and preferences.

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

SurveySparrow

MARCH 24, 2024

It ensures that the tools are built with a deep understanding of customer needs, aligned with market trends, and capable of delivering exceptional user experiences. With a strong foundation laid during the discovery phase, businesses can drive customer satisfaction, foster brand loyalty, and gain a competitive edge in the market.

Tools 52

Tools Feedback Multi-Channel Analysis 52

Bob Hayes

AUGUST 15, 2016

Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. Practices in Customer Experience Management Programs. cxpsurvey.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySparrow

JUNE 20, 2023

Therefore, this proactive approach allows you to identify emerging trends, spot areas for improvement, and promptly address any customer pain points. Therefore, this level of granularity allows businesses to tailor their marketing strategies and create personalized experiences that resonate with specific customer segments.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

Optimove

MAY 27, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: It has never been more difficult for brands to engage with customers in a way that ensures relevance, secures conversion, drives loyalty, and maximizes lifetime value.

Sports 52

Sports CRM Case Study Communication 52

Optimove

MAY 27, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: It has never been more difficult for brands to engage with customers in a way that ensures relevance, secures conversion, drives loyalty, and maximizes lifetime value.

Sports 52

Sports CRM Case Study Communication 52

ChurnZero

APRIL 12, 2022

Secure funding to invest in technology that tracks and supports a boost in customer experience. Spearhead efforts to collect and analyze customer insights. Customer-centricity is an important factor in customer loyalty and retention. A chief customer officer can take these efforts to new heights.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

SurveySparrow

JUNE 28, 2023

It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business. Thereby enhancing customer satisfaction and loyalty.

Industry 52

Industry Tips Customer Experience Healthcare 52

Blake Morgan

OCTOBER 17, 2023

Use surveys, focus groups, and interviews to find directly from your customers what their expectations are. Customer insights can include race, gender, and religion to understand cultural nuance and serve customers in the way they prefer and are comfortable with. So what about when brands get it wrong?

Customer Experience 52

Customer Experience Call Center Loyalty Groups 52

NobelBiz

MAY 21, 2024

Integrating analytics and reporting tools provides real-time insights into call center performance and customer behavior, enabling data-driven decisions, performance monitoring, and enhanced customer insights. Market Research: Outbound call centers conduct surveys and research to gather customer insights.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Actively listen to your customers. Launch a customer loyalty program.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Lumoa

OCTOBER 24, 2023

Promoter scores, sales, and revenue all go up when your customer base is happy and satisfied. Through repetition and consistency, you can hardwire happiness into your customer experience, which builds customer loyalty and employee motivation. Learning about the benefits of happiness is only the first step.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208