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.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Forrester's Customer Insights

MARCH 26, 2024

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

Loyalty Programs 52

Loyalty Programs Loyalty Strategy B2C 52

Forrester's Customer Insights

AUGUST 16, 2023

Does your brand employ a loyalty services provider in addition to a loyalty technology provider? Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. If not, you should consider it.

Loyalty 46

Loyalty Technology Brands Consumers 46

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Both are crucial for maintaining a positive image, sustaining customer engagement, and optimizing marketing strategies to increase customer loyalty and lifetime value.

Consumers 64

Consumers Survey Brands Marketing 64

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

ModSquad

JANUARY 16, 2020

B2C companies can benefit as well. The company regularly reposts pictures of their customers wearing their clothing on Instagram. Engaging with your audience not only pays off in a greater customer experience; it helps you learn about what your customers love — and would like to see improved.

Engagement 72

Engagement Customer Engagement Social Media How To 72

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. They want B2C-like experiences.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

Oracle

JUNE 14, 2018

According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Treat the customer as you’d treat your “best” self.

Loyalty 54

Loyalty Tips Brands B2C 54

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […].

B2C 40

B2C B2B Feedback Customer Engagement 40

Optimove

OCTOBER 26, 2023

Why it matters: Without the harmonious operation of a Customer Data Platform (CDP) and a Multichannel Marketing Hub (MMH), B2C marketers looking to employ Customer-Led Marketing strategies risk alienating customers with mistimed, irrelevant, and impersonal messages.

Customer Experience 69

Customer Experience B2C Social Media Touchpoint 69

Team Support

MAY 19, 2021

It will be different for B2C businesses than for B2B. Here are 7 types of follow-up emails that help improve customer loyalty in either case: 1. It’s important to send a follow-up to keep customers in the loop,” says writing professional Ty Nelson. How do you strike the right balance? Welcome Back Email.

Loyalty 59

Loyalty Sales B2B B2C 59

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.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

ERDM

JUNE 10, 2019

Hope these insights are helpful: If your key metrics focus on measuring how many and how much, it's time to expand your metrics to include human data which will tell you why customers are not feeling valued, and how they want you to improve their customer experience with your brand. What they want to be communicated about.

Measurement 40

Measurement Customer Engagement Engagement Data 40

Magellan Solutions

OCTOBER 8, 2017

In this way, they are enabled to make accurate and well-informed decisions for their customers’ benefit, increasing their customers’ loyalty to their company as a result. It gives you expert insight and professional analysis of your customers’ messages from multi-channel platforms. Contact us now!

Loyalty 56

Loyalty Data Multi-Channel B2C 56

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 […]

Loyalty Programs 26

Loyalty Programs Loyalty B2C Consumers 26

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is HUGE and can be overwhelming. It doesn’t matter how big your organization is or if it’s B2C, B2B or not-for-profit, your customers are counting on you. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Optimove

JUNE 1, 2023

Some better than others – and to that end, we’ll dive into what building a proper B2C digital marketing attribution strategy looks like. We begin this three-part series with the basics – the intricacies of the modern customer journey – and shed light on its various stages and steps.

Customer Journeys 52

Customer Journeys e-support Marketing Touchpoint 52

Comm100

JANUARY 21, 2020

If you can automate outbound messages, why not convert and engage more? 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. Free Download: Customer Engagement 2020 White Paper. Conclusion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customization and personalization.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Forrester's Customer Insights

NOVEMBER 17, 2022

Loyalty marketers, the scope of your job just expanded. Loyalty marketers have conventionally focused their efforts on customers post-purchase: increasing customer retention, enrichment, and advocacy. And before you panic, it’s a good thing.

Loyalty 26

Loyalty Customer Retention Customers Marketing 26

Optimove

AUGUST 31, 2023

” In our work with hundreds of major B2C brands, we have observed that relevance plays a pivotal role in enhancing customer engagement across diverse industries such as finance, retail, and gaming. It is the harmony of these efforts that leads to successful engagement, loyalty, and enduring brand-consumer relationships.

Data 52

Data Marketing Multi-Channel B2C 52

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Customers appreciate the free money, but it simply doesn’t make them loyal.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ModSquad

JANUARY 16, 2020

B2C companies can benefit as well. The company regularly reposts pictures of their customers wearing their clothing on Instagram. Engaging with your audience not only pays off in a greater customer experience; it helps you learn about what your customers love — and would like to see improved.

Engagement 40

Engagement Customer Engagement Social Media How To 40

Optimove

OCTOBER 5, 2023

The Frightening Intimidation of Marketing AI While AI holds incredible potential to revolutionize customer engagement and personalization, it can also be an intimidating prospect. Reward User Loyalty: Implement a robust loyalty program that rewards users for their continued engagement with your app.

Marketing 72

Marketing Survey B2C Loyalty 72

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. We’re moving towards a personalized omnichannel experience in B2B customer journeys. Therefore, you can never fully determine it.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Forrester's Customer Insights

AUGUST 25, 2021

Globally, we’re seeing a proliferation of brands that are investing in loyalty — whether for the first time or to revamp their existing strategy and programs. In fact, 83% of the brands we surveyed for our new Forrester Wave™ evaluation on loyalty service providers are increasing their investment in loyalty by 5% or more this […].

Loyalty 35

Loyalty Survey Strategy Brands 35

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 9: 5 Ways Successful Teams Close the Customer Experience Gap.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? It’s nice to see the emphasis on B2B, versus retail and other B2C industries.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

Lumoa

NOVEMBER 30, 2022

For example, by only appearing at customer pain points, like a hesitation on a particular product page or at the checkout. With conversational AI put into play, providing a great customer experience in retail becomes easier. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Forrester's Customer Insights

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 58

B2C Consumers Meeting Customer Relationship Management 58

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 2: Define and enhance customer journeys. Step 3: Choose the right engagement channels.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

SurveySensum

NOVEMBER 22, 2021

Why is the Outer Customer Feedback Loop important? . How to make the Outer Customer Feedback Loop successful? Difference between closed-loop feedback in B2B and B2C. How to close the feedback loop in B2C? It shows your customers that they are being listened to. It boosts customer engagement and morale.

Feedback 52

Feedback B2C B2B Touchpoint 52

Forrester's Customer Insights

AUGUST 16, 2022

Loyalty marketers, you might consider joining them! Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Since early 2020, concerns for health and safety, supply chain issues, and […].

Loyalty 26

Loyalty Strategy Marketing B2C 26

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

B2B 271

B2B B2C Social Media Retail 271

GetFeedback

JULY 25, 2018

customers strongly agree that companies are effectively converging their omni-channel experiences. And how can businesses win back customer loyalty? These increasing customer expectations are likely a side effect, at least in part, of startups who are coming in and sweeping up. So, what’s driving the switching economy?

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150