Customer Experience Update

Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. What role does Experience Improvement play here, and how?

Voice of Customer

Voice of Customer B2B Customer Experience Culture

The Loyalty Debate, in Association with Loyalty Magazine

Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Loyalty

Loyalty Loyalty Programs Entertainment Consulting

Measuring Retention and Marketing ROI

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards.

ROI

ROI Measurement Marketing Loyalty Programs

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

Measuring Retention and Marketing ROI

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards.

ROI

ROI Measurement Marketing Loyalty Programs

Next-Generation Loyalty Marketing (for experts)

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty

Loyalty Marketing Loyalty Programs Banking

Loyalty: On the Cusp of Major R(E)volution

Currency Alliance

JUNE 11, 2017

Loyalty program announcements so far this year indicate a major sea change. To get customers re-engaged, brands are making it easier to participate in their loyalty programs and are offering enhanced ways to redeem – so customers can make use of even small amounts of points/miles.

Loyalty

Loyalty Loyalty Programs Multi-Channel Rewards Programs

Why Brands Need to Work Together to Compete with the Amazon Juggernaut

Currency Alliance

MARCH 20, 2017

They could also see who else in a broad coalition data network matches the profile of the merchant´s best existing customers. Loyalty Coalitions are not new – in fact many are stale – but existing schemes were not built to assemble and share customer profiles. More engagement generates even better data for the merchant partners.

Brands

Brands Loyalty Programs Loyalty Retail

Loyalty + CX: Bridging Customer Engagement Disciplines

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty

Loyalty Customer Engagement Engagement Airlines

Breaking down the walls: Loyalty Magazine Awards 2019

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Loyalty

Loyalty Loyalty Programs Gamification Airlines

CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator

Comm100

APRIL 26, 2020

A strong CX Change Coalition (which is cross functional in nature) is essential to prevent this. Being smart from a business perspective earns us the right to do the work. The greatest single thing you can do is establish a robust CX Change Coalition that is cross-functional in nature.

Omni-Channel

Omni-Channel Culture Customer Centricity Self Service

Loyalty Marketing For CEOs: Add Enterprise Value To Your Business

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. It’s not unusual for the very best programs to comprise 15%-30% of a business’s enterprise value.

Loyalty

Loyalty Marketing Loyalty Programs Touchpoint

Loyalty for CEOs: how to add enterprise value to your loyalty program

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.

Loyalty Programs

Loyalty Programs Loyalty How To Touchpoint

Loyalty Strategy 2019: How to Win in the Next Decade

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

Loyalty Strategy Loyalty Programs Hotels

In Mobility, Loyalty Strategy Will Decide Who Wins

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

Loyalty Strategy Loyalty Programs Airlines

Customer Experience Update

Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

The Loyalty Debate, in Association with Loyalty Magazine

Webinars

Trending Sources

Measuring Retention and Marketing ROI

Webinars

Measuring Retention and Marketing ROI

Next-Generation Loyalty Marketing (for experts)

Loyalty: On the Cusp of Major R(E)volution

Why Brands Need to Work Together to Compete with the Amazon Juggernaut

Loyalty + CX: Bridging Customer Engagement Disciplines

Breaking down the walls: Loyalty Magazine Awards 2019

CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator

Loyalty Marketing For CEOs: Add Enterprise Value To Your Business

Loyalty for CEOs: how to add enterprise value to your loyalty program

Loyalty Strategy 2019: How to Win in the Next Decade

In Mobility, Loyalty Strategy Will Decide Who Wins

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