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

Currency Alliance

DECEMBER 15, 2017

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. Customers are changing rapidly.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. For example, let’s take a look at Tesco , a global brand renowned for its comprehensive loyalty programs. 3 Ways to Foster Loyalty.

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

Blake Morgan

AUGUST 29, 2022

Years before the pandemic, the company began looking for new ways to evolve the customer experience with technology to stay ahead of changing trends and demands, including adopting a smoother, cloud-based point-of-sale system in 2017. By understanding customers, The Halal Guys can deliver outstanding service and locations to meet their needs.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

ShepHyken

JULY 24, 2017

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. How do you make being a member of your loyalty program worthwhile?

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

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

Alida

APRIL 19, 2017

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. 87 percent of retailers are now prioritizing customer retention over revenue.

Retail 173

Retail Company Sports Fashion 173

Currency Alliance

FEBRUARY 15, 2018

Despite a successful 2017 holiday season [i] , commentators talk of a “retail apocalypse” and stories of store closures abound [ii]. The UK’s RPI data shows services becoming progressively more valuable over time, whilst consumer goods remains flat [vii]. This is, in effect, a monetized loyalty strategy. Shrinking retail sector.

Retail 110

Retail Brands Banking Loyalty Programs 110

Beyond Philosophy

APRIL 18, 2017

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. Not Meeting Your Targets? Here’s Why.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

ShepHyken

JULY 24, 2017

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. How do you make being a member of your loyalty program worthwhile?

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2]

Retail 54

Retail Brands Fashion Voice of Customer 54

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

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Not always the best value results, and fairly time-consuming, it can still be useful for uncovering patterns within a certain segment of customers. Think again. That was the old school way of doing things. Descriptive Analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Up Your Service

MAY 3, 2017

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.

Hospitality 74

Hospitality Travel Industry Brands 74

Currency Alliance

NOVEMBER 4, 2022

This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. 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. down to 0.3% on credit cards and 0.2%

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

ClearAction

NOVEMBER 25, 2017

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.

Policies 63

Policies Customer Experience Government Airlines 63

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Greater investment to meet consumers’ insatiable appetite for experiences.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

Tricia Morris

MAY 31, 2016

Denis Pombriant of Beagle Research presented this eye-opening statistic in his session on the new drivers of customer loyalty. Pombriant believes that loyalty is built on meeting customers in their moments of truth. If you’re on the consumer end of it, mobile is just a channel, not many channels (email, chat, self-serve, etc.).

CRM 40

CRM Customer Experience Self Service Conference 40

Currency Alliance

NOVEMBER 1, 2017

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. We do recognize that historically, loyalty programs liked to have a modest to high percentage of points expire.

Loyalty 45

Loyalty Loyalty Programs ROI Brands 45

ProProfs Chat

MAY 6, 2020

Customer Experience & Loyalty Statistics. 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.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

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 45

Loyalty Strategy Loyalty Programs Hotels 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. Well, we first need to look at the drivers for customer loyalty.

Loyalty 40

Loyalty Loyalty Programs Social Media Brands 40

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 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

NOVEMBER 14, 2018

This challenge – the give-and-take of marketplaces – now firmly belongs on the agenda of loyalty strategy meetings. First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice. This is a good thing.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

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. Enter: loyalty marketing.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

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. ( Customer loyalty and customer service go hand in hand.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Currency Alliance

SEPTEMBER 5, 2018

A spike in recent news around loyalty coalitions – both good and bad – signals the dawn of a new, vastly more profitable iteration of the coalition model. Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. In summary: V1.0 In summary: V1.0

Loyalty 36

Loyalty Consumers Brands Airlines 36

BirdEye

JULY 14, 2023

Here’s an example of a review left in exchange for a sweepstakes entry: Considering 95% of consumers read online reviews before committing to a purchase, spending a chunk of the marketing budget on incentivized reviews makes financial sense for most companies. Case in point, some consumers dislike the idea on principle.

Guidelines 95

Guidelines Social Media Policies Exceptional Customer Service 95

Kustomer

NOVEMBER 25, 2021

When agents are equipped with the right CRM and other data structuring tools they will be able to drive more success and loyalty. So, it’s not even that delighting customers doesn’t lead to loyalty. So, your company is spending all this money and all this energy filling this goodwill bucket of loyalty, right?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Ecrion

JUNE 18, 2020

A notable example is the 2017 Equifax data breach that resulted in nearly 150 million people having their personal information compromised. Showing your audience that you care about their satisfaction (and that you’re grateful for their business) is perhaps the single best way to build customer trust and loyalty.

Loyalty Programs 75

Loyalty Programs Sales Loyalty Customers 75

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.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 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. By the end of 2020 it was estimated that approximately 110,000 U.S.

Strategy 52

Strategy e-support Roadmap Customer relationships 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. By the end of 2020 it was estimated that approximately 110,000 U.S.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. “Only 16% of marketers feel their organizations are extremely responsive to the consumer.” Our consumer’s goal is not the product per se, but wellness.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

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