CX University

NOVEMBER 21, 2020

Customer service has taught us that there is much more to a ‘transaction’ and customer success inevitably reduces customer effort, making it easier for customers to transact. Customer experience synchronises and steers these cross-functional efforts towards a common goal – the customer.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Currency Alliance

JUNE 19, 2019

More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys. Asia Miles, the loyalty program of Cathay Pacific airline group, teamed up with Accenture to do just this. This effort is a marked improvement.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. An example of effective alignment of strategy with tactics include Australia’s Coles Supermarket chain and its flybuys reward program.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

delighted

NOVEMBER 20, 2020

apparel) compared to 2019. As we’ll continue to explore, successful retail brands have pivoted a lot of their efforts towards listening to their customers and taking action to ensure that every aspect of the omnichannel retail experience is convenient, safe, and optimized by their feedback. Is this the end for retail?

Retail 69

Retail Customer Experience Omni-Channel Effort Score 69

delighted

NOVEMBER 5, 2019

The current state of retail 2019: customer experience reimagined. As we’ll continue to explore, successful retail brands have pivoted a lot of their efforts towards listening to their customers and taking action to ensure that every aspect of the omnichannel retail experience is optimized by their feedback. Measuring digital retail CX.

Retail 40

Retail Customer Experience Omni-Channel Effort Score 40

SurveySparrow

JANUARY 15, 2021

Before the covid-19 crisis, an employee performance review was once in a while program in most organizations. Now employers have to invest more effort and time in employees than ever. Give immediate feedback to show them you care and notice their efforts. Net Promoter Score. 360-degree Feedback.

How To 52

How To Net Promoter Score Effort Score Feedback 52

Currency Alliance

OCTOBER 29, 2019

Such ‘loyalty’ programs today are actually just rewards programs: ‘you do this and I will do that.’ This is normally in the form of static rules which apply a flat 1%+/- reward across the board. Steps to a smarter reward pricing strategy. It’s the emotional value which creates real stickiness.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40