Currency Alliance

DECEMBER 18, 2017

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. Brands will also find that enabling greater customer freedom will also help proactively manage program liabilities in a profitable way.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. 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. So, how do you stand out?

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

BirdEye

NOVEMBER 20, 2023

It offers features like visual marketing tools and loyalty program integration to enhance the customer experience. Yotpo’s major features include: Generates and leverages customer reviews Visual marketing features for social proof Loyalty program integration Smart algorithm for targeting Comprehensive analytics suite 7.

Software 64

Software Marketing Multi-Channel e-support 64

Currency Alliance

FEBRUARY 15, 2018

Agile technology businesses, meanwhile, take advantage with gusto of the retail establishment’s sluggishness in embracing change. Despite a successful 2017 holiday season [i] , commentators talk of a “retail apocalypse” and stories of store closures abound [ii]. Shrinking retail sector. The American economy mirrors this trend [viii].

Retail 110

Retail Brands Banking Loyalty Programs 110

Currency Alliance

DECEMBER 15, 2017

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 reality, though, is that we need to acknowledge that today’s consumer has more choice than ever before. The two types of loyalty.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

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 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

SurveySparrow

JANUARY 7, 2021

According to Salesforce, 80% of consumers said, the experience is as important as products. . If we look back in 2017 , 28% of the SMBs used to spend only 3-5 hours on social media marketing, 27% spend less than 1 hour! . In the future, approximately 30% of consumers are planning to shop more on online platforms.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

Currency Alliance

NOVEMBER 7, 2017

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. Making data actionable.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

Tricia Morris

MAY 31, 2016

Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience. Buying customer loyalty doesn’t work anymore,” says Pombriant who notes that traditional loyalty programs may soon be a thing of the past.

CRM 40

CRM Customer Experience Self Service Conference 40

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. It is trusted by 92% of consumers. Why is NPS ® going up or down? ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ProProfs Chat

MAY 6, 2020

Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. Consumers are 2x more likely to share their bad customer service experiences than they are their positive. (Source: American Express ) Tweet this. Importance of Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Contact Center 66

Currency Alliance

NOVEMBER 4, 2022

In 2017, legislation in the European Union reduced the interchange fee from 2-2.5% Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Of course, this has happened before in other jurisdictions. down to 0.3%

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

DECEMBER 13, 2018

Greater investment to meet consumers’ insatiable appetite for experiences. Marketing teams, and technologies, becoming more deeply intertwined. Loyalty marketing breaking ground in new sectors. Old-school loyalty technology firms shrinking, or dying out. The evolution of loyalty marketplaces. in 2017[ii].

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

JUNE 22, 2017

We’re already nearly halfway through 2017. A year that could see a tipping point for customer loyalty programs. We’ve seen plenty of articles over the last couple of years about how the traditional loyalty program is falling short. But to the modern consumer, this can turn them off a brand.

Loyalty 40

Loyalty Loyalty Programs Social Media Brands 40

ProProfs Chat

DECEMBER 12, 2019

67% of consumers stated that the one reason that makes them come back to business is a good customer experience. 80% of consumers reported that they feel encouraged to come back to a brand or make first-time purchases if they are offered a discount or offer. ( Brand Loyalty ) Tweet This. Why Customers Come Back? It’s a win-win!

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. “Only 16% of marketers feel their organizations are extremely responsive to the consumer.”

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. Technology is a means, not an end. But the market was peaking.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. Technology is a means, not an end. But the market was peaking.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

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

Kustomer

NOVEMBER 25, 2021

I mean, I really look at this as kind of studying a lot of the concepts we brought forth, in Challenger and Effortless but using modern technology and the whole new data set. So, it’s easy to consume. So, it’s a fascinating space. Gabe Larsen: (03:57) Interesting. Cool stuff. I think that’s a big need. The controller?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Currency Alliance

NOVEMBER 14, 2018

Second, if you’re already familiar with the economics, it provides a narrative framework for upskilling your own teams, to help everyone you work with understand what will drive success and failure in loyalty marketing. Unfortunately, many loyalty programs still resemble different guys in disparate fields with different cows.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Currency Alliance

JUNE 19, 2019

The casual observer at last night’s ceremony (and the professional one alike) would have been struck by the many extraordinary, showpiece technological achievements which were made in the past year. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Kustomer

MARCH 12, 2020

The original concept of delighting customers stemmed from the theory it would create more loyalty and increase the amount of money a consumer would spend. If the current strategies used to delight customers are flawed, what strategies work to create customer loyalty? Consumers want to self-serve. Gabe Larsen: (03:57).

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Currency Alliance

SEPTEMBER 5, 2018

Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. Powerful consumer brands, meanwhile, are building their own coalitions. The “Marriott More” program allows its members to earn and redeem points on everyday retail purchases[iii].

Loyalty 36

Loyalty Consumers Brands Airlines 36

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Tellingly, the greatest investment in vehicles has not been in how the vehicles move, but in “sharing solutions” – with a 32x increase in investment over the 7 years to 2017. With growth, comes competition.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

ProProfs Chat

JULY 30, 2021

Consumers consider different aspects of your brand like quality, value, website responsiveness, values, and so on to form an opinion about your brand. (a) Consider the following research study by Edelman which shows the top reasons why consumers trust a brand. billion worldwide was spent on conducting focus groups in 2017. .

Brands 111

Brands Net Promoter Score Social Media e-support 111

Currency Alliance

APRIL 11, 2018

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,”. Consumer brands used to mistake this for loyalty.

Consumers 45

Consumers Brands Loyalty Effort Score 45

Currency Alliance

MARCH 9, 2021

Most loyalty marketers aren’t thinking of headless loyalty platforms yet, but they should be, because headless loyalty and headless commerce are the future of technology for consumer brands. In that world, every change was expensive and slow, because of the effort on both the frontend and backend systems.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. Partners enable two things, in your loyalty program: capturing data to identify the highly personal ‘something extra’ which incentivizes customers to shop your brand, rather than a competitor’s. The partner mix, therefore, must be revisited.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

Thematic

NOVEMBER 13, 2018

Your VOC data can be used for various purposes, here are some examples of how you can use your insights to inform business activities: Customer experience: Understand how satisfied your consumers are at different touchpoints, and their willingness to recommend your brand to others. And you can only do that with the right technology.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score Analysis 101