Build the Right Customer Loyalty Program

QuestionPro Audience

For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. But with so many different loyalty programs out there, how do you know which one is best for you (and your customers!)? Customer Experience Customer Loyalty

Let’s shape the future of loyalty programs

Currency Alliance

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We just have to think about loyalty programs in a more collaborative way so that both customers and merchants can benefit from enhanced data.

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The top 5 ways to make loyalty programs more effective

Currency Alliance

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. Consumers are changing rapidly.

Getting real value from loyalty programs

Currency Alliance

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. Most consumers and merchants now realize that actual benefits are far from their expectations. The old business model might have worked when only a few very large brands had loyalty programs.

Tapping into the Loyalty Program for Glowing Online Reviews

Grade.us

Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program.

5 Top Customer Service Articles For the Week of November 27, 2017

ShepHyken

Josh Linkner, innovation guru, shares four core ideas that build loyalty. 6 Key Statements to Propel Your Customer Experience Program by Bill Price. CustomerThink) Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs.

Supermarkets: How to Build a Winning Loyalty Program

Currency Alliance

One of the earliest loyalty programs came out of the grocery sector. We estimate only about a third of grocery chains worldwide operate a points-based rewards program. Loyalty programs are essentially a value exchange. A winning program in the grocery sector.

Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

Vision Critical

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Iggy Pintado (@iggypintado) July 17, 2017.

Hotels 192

Guest Post: The Future of Customer Loyalty Mimics the Past – Customer Centricity Says It All

ShepHyken

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. That’s what your loyalty program should do. – Shep Hyken. It’s all just a part of consumer demand, and customers still demand the in-store experience. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty. So, what’s the future of brand loyalty?

5 Top Customer Service Articles For the Week of February 13, 2017

ShepHyken

Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. Here’s how tech can help with consumer loyalty by Adam Croxen.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

Others, like Lids Sports Group and Sally Beauty , are re-examining their loyalty programs to lure back customers to their shops. Many retailers struggling today failed to see the rise of e-commerce and the evolving consumer attitudes towards malls.

Retail 193

What does customer relationship *really* mean to you?

Vision Critical

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. Loyalty program software does something similar, tracking how much people spend with a company.

Where Has All The Loyalty Gone?

Michelli Experience

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead?

Top loyalty trends for 2018 and what they mean for brands and customers

Currency Alliance

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. How we see loyalty in 2018.

Experiential retailing is the next big thing in activewear

Vision Critical

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. But there is a bigger, more compelling motivation for these expensive offline retail investments: customer loyalty.

Retail 188

5 Top Customer Service Articles for the Week of July 24, 2017

ShepHyken

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest. How do you make being a member of your loyalty program worthwhile?

How a more emotional customer experience can transform loyalty

Currency Alliance

Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch. The two types of loyalty.

Expiring points and what they tell us about customer loyalty in 2017

Currency Alliance

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. Reducing loyalty program breakage.

What GDPR means for customer loyalty

Currency Alliance

However, what isn’t being discussed so much is what GDPR means for customer loyalty. And a customer signing up to a loyalty program is one of the most common ways for them to hand over their data to the merchant. What GDPR means for customer loyalty.

5 Ways to Take Action and Impress Tomorrow’s Consumers, Today

Bold360

A recent study by Apadmi has given retailers and business owners a glimpse into what consumers really want. From click -and -collect to mobile checkout and order ahead, having a solution that works across all devices for both consumers and staff and makes the most of each is essential. In fact, 75% of customers continue to participate in loyalty programs and affiliate themselves with your brand due to the relevance of offers and rewards.

Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

Once this happens, they can use that information to find other themes, like isolating the particular item that was consumed that ultimately caused the illness. Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.”

Measuring Loyalty ROI

SuiteCX

Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. If you are a typical consumer you have dozens of plastic cards in your purse/wallet/drawer at home.

ROI 100

Measuring Loyalty ROI

SuiteCX

Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. If you are a typical consumer you have dozens of plastic cards in your purse/wallet/drawer at home.

ROI 100

Gratitude is a Customer Experience Differentiator

Michelli Experience

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. Cheryl also cites research on how customers want loyalty programs to reflect a brand’s gratitude: A study by Kitewheel shows three-quarters of consumers believe loyalty programs are ways for brands to show their loyalty to consumers.

Are Loyalty Cards Dead?

Beyond Philosophy

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.”

Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

Once this happens, they can use that information to find other themes, like isolating the particular item that was consumed that ultimately caused the illness. Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.”

5 Top Customer Service Articles for the Week of July 24, 2017

ShepHyken

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story.

Coupling CX Data Collection with Decision-Making Isn’t As Hard As You Think

SurveyGizmo

The ability to collect data has increased over the past few years, we’ve experienced a gap in being able to digest, collate, and ultimately, activate upon insights from this data — it’s almost as if companies are experiencing the same ‘data overload’ that consumers experience in the execution (mass emails, irrelevant promotions, etc.),” Emilie Kroner of Mastercard told us. Collection Point #3: You arrive at the restaurant, enjoy your meal, and sign-up to join the loyalty program.

Measuring Retention and Marketing ROI

SuiteCX

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. Myer claim 68%3 of their sales are linked to the Myer One program and even life insurance companies are on the points bandwagon, with AIA Australia4 launching a points based program and Qantas following suit with their own version call Assure5.

ROI 100

Measuring Retention and Marketing ROI

SuiteCX

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. Myer claim 68%3 of their sales are linked to the Myer One program and even life insurance companies are on the points bandwagon, with AIA Australia4 launching a points based program and Qantas following suit with their own version call Assure5.

ROI 100

Consumer banking: money can’t buy loyalty

Currency Alliance

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv].

The Surprising Secret to Sales Growth

Beyond Philosophy

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. And 58 percent of loyalty members don’t even use the programs they signed up for.

Sales 133

Using Feedback to Drive Customer Loyalty

Clicktools

I love the loyalty program. That is called customer loyalty. Establish clear and direct ways to honor their loyalty—not just through points and coupons, but by tagging their customer profiles so customer support teams can proactively acknowledge their tenure.

Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

Once this happens, they can use that information to find other themes, like isolating the particular item that was consumed that ultimately caused the illness. The restaurant can then proactively stop serving that item and use channels like loyalty program information to reach out to diners who may have eaten that dish on that specific evening and offer a voucher or incentive for the customer to dine there again.

Do Customer Experience Policies Empower Growth?

ClearAction

Customers trust businesses based on how well they treat employees, the quality level of products and services, how well they listen to customers , whether they pay their fair share of taxes, and how well they conform to ethical business practices, according to the 2017 Edelman Trust Barometer.

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists. Organizations can have great rewards programs, but it’s not sustainable long-term if the service is poor.”.

What are Customer Experience Process Silos?

ClearAction

Furthermore, if a customer has just been asked to give feedback on something, is the timing right to independently ask them to engage in a loyalty program or expand their purchase, etc.? What are Customer Experience Process Silos? Lynn Hunsaker.

Why Happy Customers Don’t Become Repeat Customers — and How to Get Them Back

ReviewTrackers

This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Read more of his articles over on the Access Loyalty Blog. The same is true of business relationships and how consumers decide which brands they seek out over others.

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

I am a member of their loyalty program, so they greet me, give me a room, and the first thing I do when I get into my room is get on the internet. This is a motivated, service-led company, and they are striving to make the experiences easy for their consumers.

Paranoid Brand Warning: Consumers can sense your fear

Currency Alliance

Consumers love confidence. On evidence, true customer loyalty is won through projecting self-assuredness, generosity and boldness through your brand. As consumer marketing agency C Space puts it in their 2017 report, “Unlocking Customer Inspired Growth,”.