Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

One Millimeter Mindset

OCTOBER 22, 2018

Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. Also, decisions about systems, software, quality, and the loyalty Apps each customer uses when doing business with that organization. Each with their own, branded customer loyalty program.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

ShepHyken

DECEMBER 11, 2018

Top Takeaways: Shep’s Opening Monologue: In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program? The Interview with Ty Collins: In July 2018, a 25% import tariff forced Rad Power Bikes to increase their prices.

Loyalty Programs 108

Loyalty Programs Sales Loyalty Customer Experience 108

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Oracle

MARCH 18, 2019

A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Here are 3 ways to improve loyalty in 2019.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

Help.com

MARCH 14, 2016

Customer loyalty programs are a great way to produce long-lasting relationships with customers. Popular sustainable fashion brand Everlane introduced a new spin on customer loyalty programs by opening a private instagram account and inviting a few of their most loyal customers. Is it possible to salvage that relationship?

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

inmoment

JULY 18, 2018

The key difference between the two is in their approach: loyalty marketing is selling—often through incentives—while customer experience focuses on the ongoing conversation with the customer to then drive a deeper sense of loyalty. What they do value is when they receive exclusive access to sales, events, or products.

Loyalty 40

Loyalty Marketing Loyalty Programs Trends 40

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. Unsurprisingly, the biggest slice of Amazon’s pie is online sales.

Retail 54

Retail Brands Fashion Voice of Customer 54

ProProfs Chat

JUNE 21, 2019

Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. Educate With Content Marketing.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Kitewheel

MARCH 4, 2019

This despite the fact that 76% of customers tell us that they would be likely or extremely likely to sign up for a brand’s loyalty program if the brand tailored information and experiences based on past behavior. With the right technology, all of this and more is possible, especially for members of a loyalty program.

Travel 40

Travel Hospitality Customer Journeys Examples 40

C Space

JULY 21, 2020

PayPal processed all of eBay’s payments until 2018, when eBay started testing a small portion of its payments in-house, with processing partner Adyen. Motorway.co.uk , another used car marketplace, said it had enjoyed record sales of as much as £1.6m eBay acquired PayPal in 2002 and spun it off in 2015.

Brands 52

Brands Transportation Sales Innovation 52

ProProfs Chat

MAY 6, 2020

Customer Experience Drives Sales Statistics. Not only will you get to boost sales but also gain more loyal customers. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. This increases your chances of boosting sales and creates a seamless experience for them.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SmartKarrot

SEPTEMBER 3, 2021

When your old customers return to your brand, it’s mostly to buy a product or increase sales. Leverage customer loyalty programs. Your customers tend to come back to your brand because of loyalty programs. They grew from 10 percent of total users in 2011 to 46 percent in 2018.

Marketing 10

Marketing Loyalty Programs Banking Customer Retention 10

Currency Alliance

MAY 31, 2018

The Post-It note was one result of the 15 percent policy, and it now generates $1bn in annual sales. Against a backdrop of a struggling supermarket sector, Morrisons quickly posted its first pre-tax profit in over a decade [vii] , and achieved a further round of record-breaking financials in 2018 [viii]. And, guess what?

Innovation 40

Innovation Company Loyalty Policies 40

Currency Alliance

MAY 31, 2018

The Post-It note was one result of the 15 percent policy, and it now generates $1bn in annual sales. Against a backdrop of a struggling supermarket sector, Morrisons quickly posted its first pre-tax profit in over a decade [vii] , and achieved a further round of record-breaking financials in 2018 [viii]. And, guess what?

Innovation 40

Innovation Company Loyalty Policies 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

TechSee

JULY 23, 2019

The point of sale (POS) is the most critical stage of the customer journey. According to a 2018 Retail Survey by Accelerated Concepts , 81% of retailers experience downtime at least once per year. billion in 2018 and is expected to reach USD 151.72 Now is NOT the time for a technical glitch. It happens to the best of ‘em.

System 129

System Retail Software Sales 129

SurveySparrow

JANUARY 15, 2021

You can gather information about them to determine pay raises, employee benefits, loyalty programs, and layoffs. For instance, if your employee holds a salesperson position, you may set a standard to make $60,000 in sales per quarter. According to Linkedin Learning, 2018 , 68% of employees prefer to train in their workplace.

How To 52

How To Net Promoter Score Effort Score Feedback 52

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Currency Alliance

DECEMBER 13, 2018

“the biggest 25 food-and-beverage companies…generated 45% of sales in the category in America but drove only 3% of the total growth” [i]. The Economist, November 2018. Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. 2018 saw a 14.2% Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

DECEMBER 20, 2022

During 2023, brands will make it easier for more customers to realize value from loyalty program participation. This will help them engage many more customers – particularly in the mid-to-long tail: previously not seen as a valuable target for loyalty marketing, but now recognized as a leading source of incremental revenue.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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

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%). 70% of customers recommend a brand to their friends or family more often if it offers a quality loyalty program.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

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. ING Direct is one of those brands. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

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. But the headline of sales growth doesn’t tell the full story. Restaurant Brands International reported a stellar 2022 system-wide sales growth of 13.4%.

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. But the headline of sales growth doesn’t tell the full story. Restaurant Brands International reported a stellar 2022 system-wide sales growth of 13.4%.

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. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. Faulty CXM Trajectory. CXM Timeline to CX-Centricity.

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

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. Brands made it easier to spend their loyalty currencies in 2018 and 2019 – which is great.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Rebalancing loyalty program economics.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

MAY 9, 2019

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when Building such habits is precisely what loyalty programs do. . The massive potential of loyalty marketing in mobility.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

ProProfs Chat

JULY 30, 2021

McDonalds saw an increase in sales of 5.5% in the Q4 of 2018. Former CEO of McDonalds, Steve Easterbook confirms that brand perception is one factor that helped the company grow in the last quarter of 2018. It can be best illustrated with the help of McDonald’s growth story. Image Source: Premier Legal Marketing.

Brands 111

Brands Net Promoter Score Social Media e-support 111

Currency Alliance

OCTOBER 27, 2017

Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago. The key to getting customers once again actively involved in loyalty program participation is through providing greater liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Qualtrics

DECEMBER 3, 2019

After all, every brand competing for market share will be offering some type of sale. Or you could join forces with loyalty programs to offer point incentives. Alibaba: The ultimate holiday sale. Loyalty programs are a great way to attract and retain customers. Play to your brand strengths.

Retail 26

Retail Multi-Channel Loyalty Programs Brands 26

Retently

MARCH 18, 2019

million users as of 2018, and the number is expected to grow to around 60.8 Amazon has invested plenty of resources into making its sales, shipping, and return processes as simple and reliable as possible. Airbnb Customer Retention. The platform has grown very popular since it first launched, and Airbnb’s NPS score reflects that.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133