ShepHyken

FEBRUARY 24, 2020

(Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience?

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

Inbenta

JANUARY 13, 2020

In 2019, 25% of adults in the US carried out online purchases at least once a month, bringing the number of American digital buyers to approximately 224 million for the past year. Then, thanks to its intelligence: a chatbot with NLP technology is a bot that is able to understand natural language i.e. human language.

Chatbots 109

Chatbots e-support Competitive Advantage Study 109

CX University

NOVEMBER 21, 2020

Legal divisions have had to adapt their speech to be more understandable and much like the IT industry, consumer and data protection laws have completely disrupted their space. Whilst this may tick the personal preferences checkbox, we are not suggesting that a loyalty program will solve all your customer experience problems.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

CSM Magazine

DECEMBER 9, 2019

In 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. Through the application, consumers pay more and more willingly. Consumers like to glory in new purchases or to consult with relatives about the product. If you don’t, you’ll lose to your competitors. Mobile Deep Linking.

Ecommerce 52

Ecommerce Sales e-support Guidelines 52

Currency Alliance

JUNE 21, 2018

Some of this occurred through collaboration and technological optimisation – also anticipated. But I hadn’t quite foreseen how fast, slick, imaginative and engaging some programs had become. In the attention economy, the mind of the modern consumer is hardwired for instant gratification – often at zero effort.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

NobelBiz

JUNE 29, 2021

We now have to deal with a consumer that uses many channels. As a result, we must consider that there are as many pathways as there are consumers, each of whom will select the channel of their choosing at each stage. You’ll put your consumers in touch with genuine customer service experts. What makes the Omnichannel so unique?

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Currency Alliance

JANUARY 22, 2020

Every CEO waxes lyrical about the importance of loyalty. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. It may not even be through conventional loyalty marketing.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report. Customer loyalty trend #1: Loyalty programs will reward for customer advocacy.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

C Space

JULY 2, 2020

“We see Covid-19 as an accelerator of the transition to EVs [electric vehicles] and renewables, from consumers and public policy,” they said. Tesla remains significantly ahead of peers in product range, capacity and technology.”. The retailer has also added the ability for consumers to chat with pharmacists 24 hours a day. “Our

Brands 52

Brands Airlines Policies Social Media 52

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Greater investment to meet consumers’ insatiable appetite for experiences.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

West Monroe

MAY 31, 2019

Last year, I wrote about conversational interfaces and how they have the potential to disrupt business and technology paradigms over the coming years. We’ve seen interest from our financial services clients in these types of use cases, where progressive firms are making investments in automation technologies like Machine Learning and RPA.

Banking 40

Banking Financial Self Service Chatbots 40

SurveySparrow

JANUARY 5, 2021

Another report by Buffer in 2019 showed that 19% of employees agreed that loneliness is the biggest challenge while working from home. In The Consumer Insight Survey, 2019, PwC made a model including five factors for measuring the returns on experience. However, remote work is not all summer and sweet!

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Kitewheel

JULY 15, 2019

If you’ve already started the customer journey process at your business, check out our research in the State of the Customer Journey for 2019 , for more concrete data. At the same time, Forrester found that 70% of customers feel increased loyalty after receiving a great customer experience. Audit your Data and Technology.

Customer Journeys 40

Customer Journeys Metrics Effort Score Customers 40

ProProfs Chat

MAY 6, 2020

36% of organizations aim to improve agent, desktop, and CRM experiences in 2019. Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. But this was in 2019. Source: CCW Digital ) Tweet this. Importance of Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

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. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

JUNE 19, 2019

The casual observer at last night’s ceremony (and the professional one alike) would have been struck by the many extraordinary, showpiece technological achievements which were made in the past year. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

C Space

JULY 21, 2020

eBay’s total revenue in 2019 was over $10 billion. eBay reported strong results in its more recent quarter thanks to a boost from Covid-spooked consumers shopping online, but the classified business suffered because the pandemic forced the shuttering of thousands of car dealerships. Under the deal, eBay will get $2.5

Brands 52

Brands Transportation Sales Innovation 52

ProProfs Chat

MAY 28, 2020

In addition, there is a superabundance of loyalty programs in the market which are ‘all talk and no action’ Instead of improving the CX, such programs are more about price discounts; it’s no wonder that customers are becoming increasingly disloyal to their brands. . Image Source: Customerthermometer.com.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

PK

MAY 12, 2020

Having a robust digital presence is unquestionably critical for any consumer brand. As digital technology continues to evolve at a rapid pace, consumer expectations of brands’ digital experiences evolve along with it. Each year, Amazon’s Prime Day sales exceed the previous year’s record, and 2019 was no exception.

Loyalty 52

Loyalty Loyalty Programs Apparel Guidelines 52

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. Technology is a means, not an end. Here’s why it’s ending.”

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. Technology is a means, not an end. Here’s why it’s ending.”

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Currency Alliance

NOVEMBER 14, 2019

If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. In ‘Why so many digital transformations fail’, Harvard Business Review cites : inordinate wastage on proprietary technology. 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

NOVEMBER 17, 2020

In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. They sense and observe how companies treat them, as well as how tools (information & technology) are used to deliver value. This has accelerated the race to deploy best-in-class technology based on microservices.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

inmoment

APRIL 22, 2019

However, while there are so many of these opportunities for restaurants, Technomic recently noted traffic ranges from flat to down year-over-year, restaurant growth is outpacing population growth, and on top of that, fewer consumers are spending money away from home—down 7% from 2000. I can’t wait for next year!

Guest Experience 40

Guest Experience Trends Engagement Conference 40

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating?

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

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

ProProfs Chat

JULY 30, 2021

Consumers consider different aspects of your brand like quality, value, website responsiveness, values, and so on to form an opinion about your brand. (a) Consider the following research study by Edelman which shows the top reasons why consumers trust a brand. Read more: Why Customer Service is Your New Marketing Strategy?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Qualtrics

DECEMBER 3, 2019

The 2019 holiday shopping season has been deemed the “Human Holiday” in the Annual Holiday Shopping Survey from Accenture. A handful of consumers (8%) will capitalize on the Black Friday / Cyber Monday deals to do their Christmas shopping, with the majority following in late November and early December (24%).

Retail 26

Retail Multi-Channel Loyalty Programs Brands 26

Currency Alliance

MARCH 5, 2019

Currency Alliance was invited to participate along with Dan Truscott, Head of Business Development, Loyalty at Visa , and Iain Pringle of consultancy New World Loyalty. Click here to watch debate on the following topics: How Can Customer Experience Drive Loyalty? Loyalty Coalitions are Morphing into Marketplaces.

Loyalty 58

Loyalty Loyalty Programs Entertainment Consulting 58

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. Partners enable two things, in your loyalty program: capturing data to identify the highly personal ‘something extra’ which incentivizes customers to shop your brand, rather than a competitor’s. The partner mix, therefore, must be revisited.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40