InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Market Position and Brand Analysis: How do consumers perceive your competitors?

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article emphasizes that customers may not be so quick to want to use an automated or digital system. billion market of 2018.

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 72

Loyalty Programs Loyalty Omni-Channel Brands 72

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The first trend that caught my eye had to do with paid loyalty programs. Here are my top five picks from last week.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Brian Solis has a compelling article about this very topic. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). My Comment: I’m a big fan of loyalty programs.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. “I My Comment: This is a great article. The article is short and to the point. Some loyalty programs are actually marketing programs.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important? A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. The retail market is insanely competitive today.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 49

Loyalty Programs Loyalty Omni-Channel Brands 49

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This brings significant advantages.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This really isn’t an article. Salesforce) CMOs are saying “so long” to long-standing marketing playbooks. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is an interesting article from the New York Times about the state of customer service. My Comment: This article hits two areas.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. These 6 Rules Will Tell by Wise Marketer Staff. This article may give you some insights as to why. Is Simpler Better For Rewards Programs?

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Here are my top five picks from last week.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I love customer service statistics , and this short article has several. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. Here are my top five picks from last week.

Chatbots 92

Chatbots Loyalty Programs Customer Service Return on Investment 92

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: The point of this article is simple.

Customer Service 94

Customer Service Loyalty Programs Loyalty Rewards Programs 94

Optimove

OCTOBER 5, 2023

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing. Others

Marketing 119

Marketing Survey B2C Loyalty 119

SurveySensum

MAY 9, 2024

Trust-building is crucial in a world where patient loyalty can make or break a clinic. This article will discuss five effective ways to build patient trust and improve healthcare communication. Create a Patient-Centric Approach Harvard Business Review reports that 14% of marketers say their company is patients-centric.

Communication 52

Communication Loyalty Programs Healthcare Loyalty 52

Happy or Not

FEBRUARY 26, 2024

Building genuine customer loyalty that keeps customers engaged and supports your marketing efforts is about the emotional connection that encourages customers to return repeatedly. A program for increasing customer loyalty should feel like a secret club, a reward for being part of your culinary community.

Loyalty 36

Loyalty Industry Loyalty Programs Social Media 36

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8

Loyalty 116

Loyalty Loyalty Programs How To Retail 116

ShepHyken

APRIL 17, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. What do you do in the interim to gain and retain customer loyalty? Weak purchasing power.

Loyalty 127

Loyalty Rewards Programs Loyalty Programs Study 127

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #1: Invest in omnichannel retailing.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

Steve DiGioia

MAY 1, 2023

In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. To truly stand out, businesses need to provide unique value propositions that differentiate them from others in the market. ” But is that really true?

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Harvard Business Review) More and more companies have loyalty programs — and for good reason. The article includes five ideas.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111