John Paul

MARCH 25, 2019

Our mission is to help our clients (usually big brands in various industries such as automotive, financial services, luxury…) to optimize their customer journey and enrich the existing loyalty programs in order to propose a seamless experience to the final customers. I’ve been working at John Paul since January 2017.

Automotive 73

Automotive Loyalty Programs Travel Loyalty 73

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

Currency Alliance

NOVEMBER 4, 2022

Of course, this has happened before in other jurisdictions. 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.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

BirdEye

JULY 14, 2023

Loss of credibility: Incentivized reviews without proper disclosure, of course, can undermine overall consumer trust in the brand. For example, back In 2017, UrthBox had an F rating on the official Better Business Bureau website. And when consumers are already suspicious, your reputation hangs in the balance. The company’s solution?

Guidelines 95

Guidelines Social Media Policies Exceptional Customer Service 95

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. The author of this article shares an example of the “Just Be Nice!” (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.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Optimove

JANUARY 6, 2022

Back in 2017, HubSpot research found that “it costs anywhere from 5 to 25 times more to acquire a new customer than to retain an existing one” and that”at some point, your acquisition math will break.”. In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs.

Loyalty Programs 40

Loyalty Programs Ecommerce Advertising Loyalty 40

Currency Alliance

DECEMBER 18, 2017

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. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Currency Alliance

MAY 9, 2019

Of course, until a few years ago, there was no “mobility sector”. 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. Building such habits is precisely what loyalty programs do. .

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

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. The bond between a brand and a customer is a dimension of their loyalty.

Loyalty 40

Loyalty Loyalty Programs Social Media Brands 40

Currency Alliance

OCTOBER 27, 2017

We recognize that these are difficult times for merchants managing loyalty programs. What’s more, a lot of customers only have small amounts of loyalty currency in each program they’re a member of – so they have trouble seeing how they can get to meaningful rewards (which produces apathy).

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

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

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. Legacy loyalty marketing was, frankly, financially profligate.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. in 2017[vii]. For a time, banks hoped that third-party CLO providers would help banks achieve their loyalty goals.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ClearAction

NOVEMBER 25, 2017

Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. Exclusions, caveats, change fees, extensive fine print, loyalty program changes, warranty limitations, extra steps (hassles), long-term (e.g.

Policies 63

Policies Customer Experience Government Airlines 63

Retently

MARCH 18, 2019

Of course, besides doing that, you also need to track your results. Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Still, Amazon did state they signed up more new paid members in 2017 than any other year. Airbnb Customer Retention.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

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. You’d want to have playbooks that show all players how to navigate to a second down, third down, and of course field goals. CXM Status Quo: Pillars (silos).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Kustomer

NOVEMBER 25, 2021

Now people hear that and what they say is, well of course because the customer is in a bad spot already. It was that on any day of the week, your average customer service interaction is four times more likely to leave your customer in a state of disloyalty. They’ve got a problem; they need help fixing it and so it stands to reason.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Kustomer

MARCH 12, 2020

Now people hear that and what they say is, well of course because the customer is in a bad spot already. It was that on any day of the week, your average customer service interaction is four times more likely to leave your customer in a state of disloyalty. They’ve got a problem; they need help fixing it and so it stands to reason.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Pointillist

MAY 23, 2018

This often leads to misleading results, as customers may rate an individual interaction highly yet be unhappy over the course of an entire journey. Less than half of respondents (43%) in the 2017 Gartner survey characterize their current efforts as “mostly event-triggered.” One-on-one interviews.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90