Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

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]. This led many banks in Europe to close their rewards program over the past three years. Rewards value rose 15% in Q3 2018 alone[vi].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Experience Investigators by 360Connext

AUGUST 23, 2018

What if the customer doesn’t receive the sale price as promised? “Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. October 9-12, 2018 | Austin, TX.

Customer Journeys 110

Customer Journeys Touchpoint Loyalty Programs Contact Center 110

One Millimeter Mindset

OCTOBER 22, 2018

When customers become disenchanted, their loyalty is jeopardized. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. And then, the fun begins.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

inmoment

JULY 18, 2018

Today’s marketers are increasingly seeing customer experience fall under their umbrella of duties, and it’s easy to confuse CX efforts with traditional marketing approaches such as loyalty marketing programs. What they do value is when they receive exclusive access to sales, events, or products. Provide the Right Perks.

Loyalty 40

Loyalty Marketing Loyalty Programs Trends 40

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

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 110

Loyalty Programs Sales Loyalty Customer Experience 110

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

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. Understand Customer Retention.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

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

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

Kitewheel

MARCH 4, 2019

Personalize Based On Past Behavior to Drive Loyalty. Too often, when interacting with travel brands and hotels, they don’t seem to know who you are unless you’re a member of their rewards program. Customers who are most willing to share information are often members of the loyalty system already.

Travel 40

Travel Hospitality Customer Journeys Examples 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. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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. The evolution of loyalty marketplaces.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

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. Customer Experience & Loyalty 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 will encourage them to return and help you make more sales.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

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. Retail, travel and FMCG brands – the kinds of brands I work with as a loyalty industry supplier – are notoriously less eager for change. Are you driving innovation through your loyalty program? 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. Retail, travel and FMCG brands – the kinds of brands I work with as a loyalty industry supplier – are notoriously less eager for change. Are you driving innovation through your loyalty program? And, guess what?

Innovation 40

Innovation Company Loyalty Policies 40

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

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. 30% of consumers are switch providers because they feel that there is no reward for loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SmartKarrot

SEPTEMBER 3, 2021

Most brands ensure their customers stay in the know via emailers or regular communication; they often bring them back to the brand via loyalty plans, exclusive offers, etc. When your old customers return to your brand, it’s mostly to buy a product or increase sales. Leverage customer loyalty programs.

Marketing 10

Marketing Loyalty Programs Banking Customer Retention 10

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 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. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

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

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

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

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 Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

ProProfs Chat

DECEMBER 12, 2019

69% of US customers state that customer service is very important to increase customer loyalty for a brand. Customer loyalty and customer service go hand in hand. Microsoft clears all doubts with their survey that showed how 69% of customers agreed that customer service is a very important factor in driving customer loyalty.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

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

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

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

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. Related Read: Top 10 Strategies for Building Brand Loyalty. Brand Perception Case Studies.

Brands 111

Brands Net Promoter Score Social Media e-support 111

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Even today, Amazon is actually boasting amazing customer loyalty, at least according to Forbes ; however, the company isn’t quite ready to share exact customer numbers. Airbnb Customer Retention. Tesla Customer Retention.

Net Promoter Score 131

Net Promoter Score Omni-Channel Company NPS 131

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