Can AI Improve Your Loyalty Program?
Forrester's Customer Insights
MARCH 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
B2C Consumers Loyalty Loyalty Programs 
5 Tips for B2B Loyalty Programs Inspired by B2C
Influitive
FEBRUARY 26, 2020
Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive. . […].
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Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs
Forrester's Customer Insights
MARCH 14, 2023
As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]
Changing Your Loyalty Program? Here’s What To Consider
Forrester's Customer Insights
OCTOBER 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.
Top 5 Customer Service & CX Articles for Week of April 14, 2024
ShepHyken
APRIL 14, 2024
Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.
Paid Loyalty Programs Pique Premium Interest
Forrester's Customer Insights
MAY 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
Next-Generation Loyalty Marketing (for experts)
Currency Alliance
OCTOBER 12, 2020
That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.
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How Consumers Really Feel About Your Loyalty Program
Forrester's Customer Insights
OCTOBER 15, 2018
Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend.
Top 5 Customer Service & CX Articles for the Week of September 11, 2023
ShepHyken
SEPTEMBER 10, 2023
How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation.
5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Many of the same principles in a B2C loyalty program apply to B2B. Absolutely!
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Top 5 Customer Service & CX Articles for Week of February 5, 2024
ShepHyken
FEBRUARY 4, 2024
Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.
The Customer Journey DOES NOT EQUAL The Customer Lifecycle
Kerry Bodine
APRIL 4, 2018
We want to map from the awareness phase all the way through retention and loyalty.”. If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. We were going to do the whole lifecycle,” he told me. “We
Consumer banking: money can’t buy loyalty
Currency Alliance
JUNE 11, 2019
Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?
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Creating Customer Personas: Solutions to 4 Common Challenges
Experience Investigators by 360Connext
NOVEMBER 2, 2021
You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Their decision-making process , like what media or content they consume, as well as what influences them.
4 Things to Consider When Mapping Your Digital Customer Journey
Comm100
JANUARY 21, 2020
B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.
If You Want Customer Loyalty, You Need A Value Exchange
Forrester's Customer Insights
FEBRUARY 13, 2024
I regularly have discussions with clients who want to create a loyalty program.
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Prepare For 2023: Sharpen Your Loyalty Data Collection This Holiday Season
Forrester's Customer Insights
NOVEMBER 1, 2022
Use your loyalty program to collect consumer data and boost B2C sales this holiday season.
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Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen
Customer Bliss
JANUARY 18, 2018
Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it. Start developing consumer insights: why did you leave and how can we earn their trust back? Kathy Tobiasen has spent her career serving customers in both B2B and B2C organizations including Computer Associates, Kaplan Inc.,
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Frightening Issues That Haunt Marketers: From Marketing to Mobile
Optimove
OCTOBER 5, 2023
They see the need as our survey of consumers regarding marketing fatigue revealed that two-thirds of consumers (66%) want fewer marketing messages, and 27% feel they are bombarded by marketing messages. 79% of consumers in our 2023 Marketing Fatigue survey said they unsubscribed from retail brands in the past three months.
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Breaking down the walls: Loyalty Magazine Awards 2019
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.
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5 Top Customer Service Articles For the Week of April 20, 2020
ShepHyken
APRIL 20, 2020
Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.
B2B Marketers: Borrow From B2C Loyalty Tactics To Deepen Business Relationships
Forrester's Customer Insights
MARCH 20, 2015
After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too.
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Reality Check: 5 Roadblocks to Blockchain Loyalty Tech
Currency Alliance
APRIL 26, 2018
It’ll be several years before blockchain tech has any significant impact on the loyalty industry. They are too slow, expensive at scale, and insufficiently evolved at the application layer (business logic) to be of much use in the loyalty sector until five key roadblocks are overcome. Why would loyalty marketers even need blockchain?
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Level Up Your Loyalty Marketing With Zero-Party Data
Forrester's Customer Insights
SEPTEMBER 14, 2022
Loyalty programs, rife with first-party data, are seemingly a salve to the challenges posed by the forces of data deprecation. But even loyalty marketers struggle to effectively collect and use data.
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The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live
Forrester's Customer Insights
JULY 15, 2019
Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn.
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4 Things to Consider When Mapping Your Digital Customer Journey
Comm100
JANUARY 21, 2020
B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.
Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
Beyond Philosophy
APRIL 3, 2016
After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Michael Lowenstein, Ph.D.,
Implementing 24/7 Customer Service for Your Business? Here Are 9 Good Reasons Why You Should!
Kustomer
JANUARY 11, 2022
Improved Loyalty. Loyalty is about more than customer retention. Digitalizing all aspects of your business communications , including offering 24/7 customer service, is likely to improve loyalty and lead more customers to becoming brand ambassadors. Improved Conversion Rates. Image source: smartinsights.com.
How to boost your business messaging with text abbreviations
BirdEye
NOVEMBER 7, 2023
Common text abbreviations and their meanings Before delving deeper, let’s familiarize ourselves with a few popular texting acronyms: BRB: Be Right Back TBA: To Be Announced FYI: For Your Information LOL: Laugh Out Loud TBD: To Be Determined IMO/IMHO: In My Opinion/In My Humble Opinion IDK: I Don’t Know B2B/B2C: Business-to-Business/Business-to-Consumer (..)
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It’s High Time to Enhance Your Event Ticketing App With Advanced Functionality
CSM Magazine
SEPTEMBER 18, 2018
Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity. It’s no secret that consumers highly favor personalization. To live up to consumers’ expectations, enhance your mobile app with an advanced recommendation engine.
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.
Brands Win the Long Game by Doing This
Oracle
MAY 23, 2018
Direct-to-consumer sites are taking off in a major way. At the same time, advancements in lightweight SaaS applications allow brands to stand up and test websites, marketing campaigns, and loyalty programs without an army of experts or developers. Brands finally have a direct window to the consumer.
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Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
Beyond Philosophy
APRIL 3, 2016
After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Michael Lowenstein, Ph.D.,
Customer Experience: Why are Customer and Buyer Journey Maps Important?
SmartMessage Blog
OCTOBER 27, 2022
From the moment of entering the customer’s radar to the phase of loyalty and advocacy, every touch matters. The length of the process here may vary depending on whether the business is B2B or B2C, the sector and product-service characteristics. At this point, the customer journey map came into play. . 5) Advocacy Stage .
A “Material” Announcement from Our CEO
Strativity
JULY 16, 2020
Sensing that we needed a more clearly defined mission, I developed a growth vision for the company that positioned us more as a consulting firm with a unique ability to use consumer feedback to help companies solve complex marketing and business problems. It starts at the core of what we do. A Material Impact.
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52 6 Customer Retention Strategies that are Here to Stay
ClientSuccess
JUNE 19, 2019
Around 89% of companies view customer experience as a key factor in driving customer loyalty and retention. Coming back to the main point, here are 6 strategies that you can embrace to offer value to customers and enjoy their undivided loyalty and prolonged attention in today’s fleeting consumer age. Shocker, right?
Product Experience Trends And Tactics In 2021
SurveySparrow
DECEMBER 17, 2020
Artificial Intelligence will dominate the world of technology and that of consumer culture for the foreseeable future. Even a non-AI chatbot helps customers find an effective way for consumers to answer their problems quickly. Put across the information on the website in an easy-to-consume manner. Loyalty Programs.
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50+ Customer Experience Statistics for 2020
ProProfs Chat
MAY 6, 2020
Customer Experience & Loyalty Statistics. Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. Consumers are 2x more likely to share their bad customer service experiences than they are their positive. (Source: American Express ) Tweet this.
The 5 Stages of the eCommerce Customer Journey in 2023
SurveySparrow
MARCH 29, 2023
Use a loyalty program software like 99minds to formulate a reward program that makes them stay with you. Examples: Business-to-consumer (B2C): In this case, the business sells to consumers, who are usually individuals. Incentivize your customers for staying loyal to you. Examples: Costco and Walmart.
40 Customer Retention Statistics You Need to Know
GetFeedback
DECEMBER 21, 2018
consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. consumers say they’d share more personal information with a company that offers a great experience. ( CallMiner ).
Why Customer Engagement will Never be the Same
SurveySparrow
JANUARY 7, 2021
According to Salesforce, 80% of consumers said, the experience is as important as products. . In the future, approximately 30% of consumers are planning to shop more on online platforms. In short, businesses have to reimagine their customer experience to increase engagement and loyalty. . million subscribers worldwide and $5.77
15 Types of social media to help boost your brand
BirdEye
DECEMBER 8, 2022
Let’s say you’re a business-to-consumer (B2C) company selling retail products. They can also use these platforms for advertising, customer feedback surveys and polls, providing support, developing loyalty programs, addressing customer complaints/issues, and influencer marketing campaigns.
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5 Top Customer Service Articles For the Week of January 20, 2020
ShepHyken
JANUARY 20, 2020
How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?
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10 Best KPIs for every Sales Manager to Track Team Performance like a Pro!
SurveySparrow
MARCH 18, 2020
Industries like telecom will usually have lower NPS scores while the consumer electronics industry average is usually higher. You can even try customer loyalty programs to keep the loyal ones into your fold while persuading others to stay with you by offering them incentives. The NPS score average depends on the industry.
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