Win the Customer

SEPTEMBER 21, 2020

Customer retention is the collection of activities a business uses to increase the number of repeat customers and to increase the profitability of each existing customer. Your existing customer base is the best asset your store has. Start a Customer Loyalty Program.

Sales 111

Sales Customer Engagement e-support Engagement 111

SurveySparrow

FEBRUARY 22, 2024

Here are some tips to help you personalize the customer experience. Analytics and Reporting: Gaining Insights into Customer Behavior We learned about the importance of personalization, and for that, you need to analyze the customer data. That’s where analytics and reporting features come into play.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Comm100

FEBRUARY 10, 2022

Keep track of and reward loyal customers. Loyalty programs create a solid base for personalized customer service by helping you collect more data with every new order. You can use this data to understand customers’ shopping patterns and offer customized rewards to incentivize more orders. Conclusion.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Enhancing customer retention in the telecom industry. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

SurveyGizmo

FEBRUARY 4, 2021

For an organization that truly wants to become customer-centric, then they need a strategy for building customer loyalty. And building a loyal customer base should be one of their goals when launching a VoC program. Striving for a superior customer experience should go hand-in-hand with your VoC program.

Loyalty 98

Loyalty Net Promoter Score Airlines Loyalty Programs 98

BirdEye

NOVEMBER 20, 2023

Referral marketing is a strategy that encourages existing customers to refer new ones to your business. It’s an organic way that leverages the power of word-of-mouth — the most credible form of advertising — to grow your customer base. Yotpo Yotpo leverages customer reviews to boost referral efforts.

Software 62

Software Marketing Multi-Channel e-support 62

BirdEye

OCTOBER 19, 2023

Grow your customer base with email marketing 5. Develop a loyalty program 10. Engage customers with SMS marketing Interested to know the actionable to-dos to make sure you get optimal results? Keep track of each guest’s customer acquisition cost and lifetime value (LTV). Measure performance 9.

Marketing 62

Marketing Strategy Social Media Multi-Channel 62

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

SurveySensum

SEPTEMBER 21, 2023

This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment. In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. It tailors content recommendations based on user’s preferences.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

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. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ProProfs Chat

DECEMBER 12, 2019

ICSC backs up this by its survey that states how 67% of customers agreed that they returned to a brand only because of delightful customer experience. So, ensuring that each and every customer has a good customer experience is crucial for improving customer retention. Importance of Customer Retention Statistics.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. 42% of respondents have left a business due to poor customer service. ( After building a relationship, customer spend grows alongside trust.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Currency Alliance

DECEMBER 20, 2022

This article shares the lowest hanging fruit for keeping customers engaged and delivering more profit to the bottom line. During 2023, brands will make it easier for more customers to realize value from loyalty program participation. embedding loyalty mechanics across the business.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

CX University

NOVEMBER 21, 2020

Whilst these interactions are micro-moments in the end-to-end customer journey, customer perception may not be reality but is an undeniable belief system that belongs exclusively to its bearer.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. A report by SurveySensum revealed preferences of 1000 consumers across 25 categories and 300+ brands in Indonesia. Today, customer experience is perhaps the most important aspect for any business to succeed. Customer Experience as The Competitive Differentiator.

Trends 52

Trends Customer Experience Loyalty Programs Touchpoint 52

2020 Research

SEPTEMBER 1, 2022

In this article, we’ll walk through five takeaways we found in our 2022 US Banking Industry Loyalty Report , so you can better understand how to maintain brand trust: Share the “Why” Behind Your Business’ Purpose. Don’t Expect Your Customers to Be Loyal. Do not expect loyalty from your customers — earn it.

Brands 52

Brands Banking Advertising Loyalty 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. Demand performance-based KPIs. Most loyalty programs report how many members they have.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

SurveySensum

MAY 11, 2023

Customer satisfaction and loyalty are 2 driving factors for retail businesses as they depend heavily on repeat customers and positive word-of-mouth recommendations to drive sales and grow their customer base. And since we are almost mid-way in 2023 new reports are expected soon.

NPS 52

NPS Retail Net Promoter Score Effort Score 52

Currency Alliance

DECEMBER 15, 2017

If brands care about the value they offer to customers and embrace this trend of tapping into customer emotions, then they’ll have the opportunity to transform their loyalty programs for the better. The two types of loyalty. Tapping into customer emotions has been key for advertisers for the last 150 years.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Win the Customer

SEPTEMBER 21, 2020

Customer retention is the collection of activities a business uses to increase the number of repeat customers and to increase the profitability of each existing customer. Your existing customer base is the best asset your store has. Building a Shopify store is the first step in your e-commerce journey.

Sales 52

Sales Customer Engagement e-support Engagement 52

SurveySensum

JULY 21, 2023

And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base.

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

SurveySensum

JANUARY 25, 2024

Identify Your Biggest Fans When you’re looking for referrals, it’s like finding superheroes in your customer base – the ones who really love what you do. After Receiving a High CSAT or NPS Score: High satisfaction scores indicate a happy customer, making it an ideal time to seek a referral. But how can you do that?

How To 52

How To NPS Tips Insurance 52

Currency Alliance

NOVEMBER 1, 2017

Of all the statistics to emerge from the 2017 Bond Brand Loyalty Report , the most shocking was probably that there are an estimated $100bn in loyalty points that are left unredeemed by members in North America. We do recognize that historically, loyalty programs liked to have a modest to high percentage of points expire.

Loyalty 45

Loyalty Loyalty Programs ROI Brands 45

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. Rebalancing loyalty program economics.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

PeopleMetrics

APRIL 10, 2017

There’s a phrase that goes “one ‘oops’ wipes out a million ‘attaboys’,” and it holds true for customer service. Customer service horror stories can spread in no time, and the White House Office of Consumer Affairs has reported that complaints about a company's customer service have twice as much reach as positive stories, on average.

How To 102

How To Social Media Loyalty Programs Infographics 102

SurveySensum

JULY 27, 2023

They’re the pioneer at recommending the perfect shows and movies based on your ratings and watching history. That’s also the power of understanding customer feedback and data. Customer feedback is an invaluable tool that empowers retailers to create exceptional, personalized experiences that keep customers coming back for more.

Retail 52

Retail Examples Feedback Customer Experience 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. But how to make that happen?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. But how to make that happen?

Retail 52

Retail Survey Tools Customer Experience 52

ProProfs Chat

APRIL 30, 2020

Takeaway: Rethinking your customer support strategies and upgrading it can make your customers feel valued. Create New Reward and Loyalty Programs to Keep Your Customers Engaged. Small gestures from your company or brand can remove a little bit of anxiety from the minds of your customers.

Engagement 85

Engagement How To Loyalty Programs Social Media 85

LoyaltyPlus

NOVEMBER 10, 2020

Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed? As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. Finally, what about cutover?

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

Provide Support

JANUARY 25, 2017

It’s probably needless to say that loyal customers are the biggest assets of any business. Studies show that only a 5% increase in your loyal customer base can result in increases of revenue and profits up to 85% or more. Existing customers are 50% more likely to try new products, and spend 31% more than new customers.

Infographics 40

Infographics Loyalty Programs Loyalty Study 40

Currency Alliance

DECEMBER 13, 2018

The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing. At first glance, this year’s Gartner CMO spend survey may not make for happy reading for loyalty marketers. Smarter budgeting. of budget, down from 6.6%

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

NobelBiz

OCTOBER 31, 2023

Recognizing these patterns early allows call centers to address potential problems proactively, often before the customer even realizes there’s an issue. Enhanced Customer Segmentation With data analytics, call centers can segment their customers based on behavior, preferences, and interaction history.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySparrow

DECEMBER 15, 2019

IKEA is one of the most loved companies in the world, and it is consistently known for its good customer service. also focus majorly on this and are good customer service examples. A report by PWC states that the number of companies that invest in creating an omnichannel experience for its customers has increased from 20% to 80%.

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Feedback 91