ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. 5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner .

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

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. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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. Re-engaging the 80%.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

Tricia Morris

MAY 31, 2016

Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“ 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

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

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty. .

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

Old-school loyalty technology firms shrinking, or dying out. The evolution of loyalty marketplaces. The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. Loyalty program management’ was reported as CMO’s lowest priority, with 4.8%

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

ProProfs Chat

MAY 6, 2020

For example, if a customer does not agree with a brand’s message, then they are likely to have a biased notion regarding the type of service they receive from the same brand. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. This customer experience statistic is like an affirmation to that notion.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ProProfs Chat

DECEMBER 12, 2019

In 2018, the top priorities for brand marketers were customer experience or journey (25%), complete brand awareness (18%), customer acquisition (18%), customer loyalty or retention (17%), and customer engagement (15%). 60% of customers agree to this fact. Brand Loyalty ) Tweet This.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

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

BirdEye

JULY 14, 2023

For example, back In 2017, UrthBox had an F rating on the official Better Business Bureau website. Ask their paying customers to leave a positive review on the BBB website in exchange for a free snack box. Leverage loyalty programs: Reward enthusiastic members of your loyalty program with points or other benefits for leaving a review.

Guidelines 95

Guidelines Social Media Policies Exceptional Customer Service 95

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. 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.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. ING Direct is one of those brands. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

MAY 9, 2019

Now, the mobility sector is understood to comprise every transport type that enables customers to get from one place to another and – more importantly – how customers search for, book, and manage their mobility choices. Building such habits is precisely what loyalty programs do. .

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Strativity

APRIL 27, 2023

The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. Delivery is an often-repeated rationale for deferring some or most of the customer engagement responsibility to third-party services.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. Delivery is an often-repeated rationale for deferring some or most of the customer engagement responsibility to third-party services.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

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

Pointillist

MAY 23, 2018

For example, you could automatically communicate with a customer via their preferred communication channel (e.g. Less than half of respondents (43%) in the 2017 Gartner survey characterize their current efforts as “mostly event-triggered.” Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Currency Alliance

SEPTEMBER 5, 2018

0: a decentralized brand coalition, enhanced by marketing technology (2017 onwards). So for the benefit of loyalty managers reviewing their strategies, I set out here the key features and benefits of each model. better customer engagement. 0: operated and run by a powerful consumer brand (pioneered by Tesco in 1995).

Loyalty 36

Loyalty Consumers Brands Airlines 36

Currency Alliance

MARCH 9, 2021

It’s a model which has really taken off in the past couple of years because it allows brands to enable, measure and monetize consistent customer experiences: whether that’s on social media, in a marketplace, on a direct-to-consumer channel, or elsewhere. Because customers use multiple channels at the same time when interacting with a brand.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Now, think about the full range of a customer’s spending. And others are loyalty brands.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40