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!)? Consider these different points as you search for the things you want in a perfect customer loyalty program. When programs are hard to use (or even just unpleasant to use), customers won’t use it.

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.

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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 have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day. We just have to think about loyalty programs in a more collaborative way so that both customers and merchants can benefit from enhanced data.

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. Below, we look at the top 5 ways to make loyalty programs more effective – ensuring your customers can’t afford to miss out on membership. They would be able to accumulate more loyalty currency across a variety of brands.

Ending apathy around customer loyalty programs

Currency Alliance

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either. We’ve all been there.

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. The average American household is enrolled in 29 loyalty programs as of 2015 , according to a census by Colloquy. More specifically, the myGNC PRO Access program.

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. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017. Iggy Pintado (@iggypintado) July 17, 2017. Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers.

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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.

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. This article has a number of concepts to help integrate an effective customer success program. Here’s how tech can help with consumer loyalty by Adam Croxen. My Comment: Customer loyalty programs have come a long way.

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?

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? Consumers over 50, control 51% of all consumer spending—and 70% of our country’s wealth. The Erosion of Loyalty. Never Assume Loyalty. Loyalty is earned.

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. A 2017 report shows that over 87 percent of retailers are now prioritizing customer retention over revenue, and 83 percent recognize that customers are now in control of the brand-customer experience.

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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.

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. A brand’s ability to meet rising consumer expectations depends on having an authentic relationship with its customers. Research Marketing Business Strategy Innovation Customer Experience customer loyalty CRM customer relationships

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

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. Here’s a look at the different tactics retailers are experimenting with—and why consumer insight needs to be part of the mix as companies try new ways of reinvigorating sales. But there is a bigger, more compelling motivation for these expensive offline retail investments: customer loyalty.

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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. This year we’ve seen examples of brands offering increased liquidity in their loyalty programs – typically in the form of allowing their members to redeem beyond their own store.

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.

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. The same report also points to frustrations from consumers toward loyalty programs, so perhaps it shouldn’t surprise us that many customers don´t value the loyalty points they receive. Reducing loyalty program breakage.

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. We’re already seeing a shift from a more traditional, transaction-driven form of loyalty, to a deeper, more holistic form of loyalty based around customer emotions. The two types of loyalty.

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. The implications of this for loyalty programs are very broad, and the penalties for non-compliance can be staggering. What GDPR means for customer loyalty. That we do, is largely indicative of the current state of loyalty programs.

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

Creating Brand Loyalty in the Airline Industry

QuestionPro Audience

qSample conducted a study with its general consumer panel to understand travelers’ spending habits. However, airlines are losing the opportunity to extend loyalty programs through food and beverage services. This could be an excellent opportunity for airlines and credit card companies to build brand awareness and loyalty through an in-flight food and beverage reward programs. One of the busiest travel times of the year has just passed.

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.

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.

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.

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.

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.” As I’ll discuss later, most consumers are a lot like me. And it makes you wonder, why do we call them “loyaltyprograms if they don’t make customers loyal? What is Loyalty Anyway?

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?

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. However, McKinsey reports that fewer people are actively engaged in these programs today than in the past. And 58 percent of loyalty members don’t even use the programs they signed up for. This of course doesn’t mean that you need to abandon loyalty efforts altogether.

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Using Feedback to Drive Customer Loyalty

Clicktools

I love the loyalty program. That is called customer loyalty. For any company to develop an effective feedback and loyalty program, all employees—from customer service to the tech team, and from the CMO to the CEO—need to be equally committed to responsiveness, CX, and the importance of building a positive customer journey. Lastly, know the difference between loyalty programs and actual loyalty.

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. The 2017 Edelman Trust Barometer revealed all-time lows in businesses on every continent, with significant year-to-year decreases for many countries’ businesses.

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. In its 2017 travel and hospitality outlook, Deloitte predicts that customer experience will make a much bigger impact than loyalty programs on customer retention. Organizations can have great rewards programs, but it’s not sustainable long-term if the service is poor.”.

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]. Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. in 2017[vii].