Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. SUPERVISOR: Has the customer enrolled in our loyalty program? IMS (inventory management system) said we had two.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Customer Bliss

DECEMBER 20, 2018

A lot of companies institute loyalty programs, and though there’s nothing inherently wrong with them, Dan goes on to explain how injecting spontaneity in lieu of the loyalty card system becomes less of an expectation or entitlement and more of a nice treat for the customer. POWER MOMENTS CAN INCLUDE SPONTANEITY.

Customer Experience 147

Customer Experience Chief Customer Officer Loyalty Programs Loyalty 147

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms. Customer Success: Present.

Customer Success 10

Customer Success Customer Relationship Management Self Service Social Media 10

Currency Alliance

SEPTEMBER 5, 2018

In 2005, The Economist reported that: “The biggest collectors of miles today are not frequent flyers but frequent buyers. In the existing $100bn global loyalty market, greater liquidity in earning, burning, or exchanging loyalty currencies should see a $300bn (or perhaps even $500bn) market emerge. The owner of a typical V2.0

Loyalty 36

Loyalty Consumers Brands Airlines 36