Currency Alliance

JUNE 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. So in the context of the gongs now having been handed down, here’s a look out over loyalty marketing landscape: what makes a winning program now, and what new surprises might be in store for 2019.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The event is focused on enhancing customer satisfaction and cementing loyalty through digital channels to unlock growth potential.

Strategy 59

Strategy Customer Experience ROI B2B 59

ShepHyken

DECEMBER 24, 2018

Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. The post 5 Top Customer Service Articles for the Week of December 24, 2018 appeared first on Shep Hyken.

e-support 89

e-support Customer Service Loyalty Data 89

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

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Fostering Lasting Loyalty Through Seamless Integration. Here are 5 of the upcoming, must-see sales-focused sessions.

Sales 49

Sales Roadmap Loyalty Chatbots 49

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

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Ultimately, however, the ROI on AI in the contact center will be a massive motivator. If you use AI correctly, get ready to see those NPS stats go through the roof.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

PK

JULY 25, 2019

Fostering a community with your customers is key to brand loyalty. In 2018 Arc’teryx Academy hosted a four-day immersive experience bringing together outdoor enthusiasts through expert-led clinics, seminars, and movies. The impact and ROI from events can be big for your business. Your best customers likely expect community.

Retail 49

Retail Loyalty Fashion ROI 49

Experience Matters

JUNE 13, 2018

In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. Evaluate how different customer journeys impact five loyalty Read More. Few organizations deliver outstanding experiences to their customers.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Fast, Personal Service Is Directly Linked to Customer Loyalty. According to @SalesForce research, fast, personal service is directly linked to customer loyalty. Is this your case? Get Answers.

Technology 194

Technology Analysis Data Consumers 194

Optimove

NOVEMBER 28, 2019

This year’s research database – while statistically significant with more 750K customers and almost 950K orders placed between Thanksgiving and New Year’s Eve of 2018 – focused on retail brands only, to pinpoint more relevant holiday shopping behavior. The Insights. repeat customers’ ?average Repeat customers’ ?number

Retail 59

Retail ROI Brands Course 59

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Customer Loyalty Statistics. In 2018, the customer satisfaction rate with live chat usage stood at 83.1 83% was the average customer satisfaction rate of live chat interactions in 2018 and is likely to grow in the coming years. Live Chat Customer Loyalty Statistics.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

CloudCherry

SEPTEMBER 18, 2018

Being able to prove that changes in the customer experience improve the bottom line, drive customer loyalty and impact overall business growth can be a tough battle. When: Wednesday, September 25th, 2018, 9 am PST . Creating a compelling CX business case requires teams to link incremental CX improvements to desired business results.

Financial 150

Financial Measurement Leadership Resources 150

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US).

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

CSM Magazine

MARCH 28, 2018

Here are five small steps you can take towards growing your business in 2018. If you’re investing a substantial amount of budget and effort into running several marketing campaigns, determining whether and where you are receiving the highest return on investment (ROI) is crucial. Unsure of where to start? Study Trends.

Social Media 40

Social Media Video Return on Investment Trends 40

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US).

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US).

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. To learn more about how to create these ambassadors, check out James Glover’s piece for Oracle.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

MARCH 5, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 5, 2018: “It is difficult not to roll your eyes when you hear executives talk about “putting their customers first,” especially when their businesses behave like their customers are more of a burden than a blessing.

Brands 54

Brands Retail ROI Metrics 54

SurveySparrow

AUGUST 13, 2020

Then let me break this to you for every $1 spent email will give you a $44 ROI. According to DMA’s Report, 77% of email ROI comes from triggered and segmented campaigns. 5 Free Email Automation Tools to Save Your Money and Procure 4x Better ROI. 5 Gain Customer Loyalty. Email for birthdays, or a specific milestone.

How To 95

How To ROI Tools Measurement 95

C3Centricity

OCTOBER 8, 2017

A survey conducted by KPMG and industry network The Consumer Goods Forum in April this year, found that nearly four out of every 10 consumer products executives think brand loyalty will see a decline among consumers over the next two years. That’s why loyalty is at an all-time low. Never believe you have won loyalty.

Marketing 120

Marketing Social Media Loyalty Brands 120

Michel Falcon Experience

APRIL 23, 2019

My Take and Question: when I hosted a full-day workshop for CBC Federal Credit Union in October 2018 I introduced them to my micro customer experience (MCE) strategy. Before I explain the ROI of doing this, isn’t it something we should be doing to build true businesses? Ones that our communities love!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Optimove

APRIL 21, 2022

In 2018 she began teaching a class called Psychology and the Good Life, which quickly became one of Yale’s most popular courses; nearly a quarter of the undergraduate student body enrolled in the first year it was offered. Laurie Santos is a renowned psychology professor at Yale University. Marketing Manager at Paper Source.

Multi-Channel 52

Multi-Channel CRM Touchpoint Social Media 52

BirdEye

MARCH 9, 2021

From there, businesses aim to deliver positive experiences that delight those new customers to drive acquisition and brand loyalty. You’re getting more people in the door, creating better experiences, and this boosts loyalty – turning customer delight into revenue. When those concepts are combined, they create a flywheel.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

CSM Magazine

FEBRUARY 28, 2018

Having a website that isn’t mobile-friendly in 2018 means you can say goodbye to leads and customers. With this in mind here are four reasons why your business needs to invest in a mobile app in 2018. Generate Customer Loyalty. This takes Starbucks beyond the loyalty card scheme that most businesses offer.

Social Media 40

Social Media ROI Return on Investment Loyalty 40

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

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

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Customer Experience 60

Customer Experience Effort Score CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Effort Score 60

Effort Score CEM ROI Customer Satisfaction 60

Strativity

MAY 30, 2018

Given this, we analyzed the returns of leaders in customer experience (using the Temkin Group Q1 2018 Consumer Benchmark Survey) in a collective index versus those of the S&P 500 over the past 10 years. Temkin Group Q1 2018 Consumer Benchmark Survey . January 2, 2018). The results are striking.

Customer Experience 58

Customer Experience Marketing How To Return on Investment 58

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

Strategy 54

Strategy ROI Social Media Return on Investment 54

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