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.
Top 5 Customer Service & CX Articles for Week of April 29, 2024
ShepHyken
APRIL 28, 2024
My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
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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.
Frightening Issues That Haunt Marketers: From Marketing to Mobile
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
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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
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. Every business needs a loyalty strategy, but not every business needs a loyalty points program.
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5 Top Customer Service Articles of the Week 10-25-2021
ShepHyken
OCTOBER 25, 2021
(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. Next Generation Loyalty – Part One by Braden Kelley. Loyalty is more than points. It awards points, miles, etc.
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New Forrester Research: B2B Should Use B2C Customer Loyalty Principles
Influitive
APRIL 22, 2015
For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one. B2B Loyalty, The B2C Way.
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5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. 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. Absolutely!
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Top 5 Customer Service & CX Articles for Week of February 5, 2024
ShepHyken
FEBRUARY 4, 2024
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. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.
Creating Customer Personas: Solutions to 4 Common Challenges
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Personas are often used in marketing and sales efforts, and those names apply to those types of personas. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Personas are often based on research, including customer segmentation and market research data.
Top 5 Customer Service & CX Articles for the Week of September 11, 2023
ShepHyken
SEPTEMBER 10, 2023
How to Make Loyalty a New Business Line for your Brand? by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program. Here’s how. must practice.
10 Inspiring B2B Loyalty Program Examples from Successful Companies
SmartKarrot
APRIL 20, 2022
From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. But, implementing these programs in Business-to-Business (B2B) environments can be a little different. Let’s start with understanding what the B2B loyalty program is and how it works.
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.
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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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.
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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26 5 Top Customer Service Articles For the Week of May 4, 2020
ShepHyken
MAY 4, 2020
Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Smart idea!
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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5 Top Customer Service Articles for the Week of October 28, 2019
ShepHyken
OCTOBER 28, 2019
(CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Frankly, I’m surprised that loyalty, service and experience are separate. For that matter, let’s toss in marketing – because, isn’t all of this marketing? ” My Comment: The title of the article intrigued me.
7 Great Customer Engagement Ideas
Totango
JUNE 4, 2021
We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Rewards will differ from B2B to B2C customers.
Implementing 24/7 Customer Service for Your Business? Here Are 9 Good Reasons Why You Should!
Kustomer
JANUARY 11, 2022
With this market only growing, there’s never been more potential for an online business to expand and see greater profits. 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. Meeting Market Demand.
Quick Ways to Adjust Your Communications for COVID-19
Optimove
APRIL 2, 2020
In the past few weeks, I have had many meetings with clients – b2c/d2c brands from different verticals – who all seem to ponder over the same question: what’s the best way to communicate with your customers in such uncertain and sensitive times? In many ways, it means marketers need to adapt and to reinvent themselves.
Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
Beyond Philosophy
APRIL 3, 2016
And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?
Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen
Customer Bliss
JANUARY 18, 2018
To begin the process, Kathy and her team aligned silos across functional groups, which included understanding inventory and supply levels, distribution and warehouse teams, marketing, merchandising, customer care, and tech and operations. Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it.
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Customer Experience: Why are Customer and Buyer Journey Maps Important?
SmartMessage Blog
OCTOBER 27, 2022
In this article, we will detail this concept for you and discuss why you need to pay attention to the customer and buyer journey while creating your marketing strategies. The concept of customer experience map also appears in the marketing world as a customer journey or customer journey map. What is a Customer Experience Map?
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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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. From multiple payment methods and location-based marketing to loyalty programs and customized recommendations, you have much freedom for refining your ticketing app.
A “Material” Announcement from Our CEO
Strativity
JULY 16, 2020
In 1992, we were a small 30-person market research company named Lieberman Research West, working hard to regain our footing after a challenging economic recession that coincided with the first Persian Gulf War. When we added more outside companies to deliver new marketing capabilities to our growing family, we became LRW Group.
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Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
Beyond Philosophy
APRIL 3, 2016
And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. 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. It is trusted by 92% of consumers.
Virgin Shows Links Between Employee Experience and Customer Experience
Beyond Philosophy
JUNE 21, 2015
Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.
Product Experience Trends And Tactics In 2021
SurveySparrow
DECEMBER 17, 2020
Businesses are using chatbots as a customer service platform as well as to automate sales and marketing tasks. If brands can connect directly with their customers (assuming it is B2C), then it is a win-win for both the parties. Data-driven marketing. It means that the market for voice-based services is only going to grow.
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The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live
Forrester's Customer Insights
JULY 15, 2019
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. Consumers are connected, empowered, and experimental.
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Customer Experience Conferences and Events to Attend in 2017
ReviewTrackers
MAY 8, 2017
The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs.
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6 Customer Retention Strategies that are Here to Stay
ClientSuccess
JUNE 19, 2019
The cosmetics brand, “ Sephora” has managed to pull off the unthinkable & unimaginable popular loyalty program, ‘ Beauty Insider ‘ only by way of referral points! This program rewards users with points for each dollar spent. Automated Marketing for Augmented Engagement. How will this help? .
Nike Is Setting The Standard For Omnichannel Loyalty In Every Industry
Forrester's Customer Insights
DECEMBER 20, 2019
As 2019 winds down, I’m getting more questions about what’s going to be new and next in loyalty in the coming year. Most marketers understand that earning loyalty is bigger than rewards programs and incentives, that it’s important to treat different customers differently.
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Consumer banking: money can’t buy loyalty
Currency Alliance
JUNE 11, 2019
In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. 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. Extra what?
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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. Organize important resources that you can use for your marketing efforts. This plays into the idea of “fear of missing out” (FOMO), which can be an effective marketing strategy to make your followers jump on your products at the first available moment.
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Marriott’s Bonvoy Boasts “Better” Loyalty, But Can It Deliver?
Forrester's Customer Insights
FEBRUARY 5, 2019
After more than two years of loyalty program limbo and “will they, or won’t they” debates, Marriott unveiled the name of its unified loyalty program: Bonvoy. For Marriott, the stakes […].
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How Customer Loyalty Can Drive B2B SaaS Business Growth
Totango
JULY 1, 2022
First, we’ll discuss what customer loyalty is. Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. What Is Customer Loyalty? What Are Key Differences between Customer Loyalty for B2B and B2C Brands?
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50+ Customer Experience Statistics for 2020
ProProfs Chat
MAY 6, 2020
Marketing Customer Experience Statistics. Another factor that helps a business create great customer experience is its reputation in the market. If you are known to your target audience in the market, then they will more likely do business with you. Marketing Customer Experience Statistics. It costs U.S. businesses $1.6
Why Customer Engagement will Never be the Same
SurveySparrow
JANUARY 7, 2021
If we look back in 2017 , 28% of the SMBs used to spend only 3-5 hours on social media marketing, 27% spend less than 1 hour! . It is expected that the chatbots market size will grow up to $9.4 Sainsbury’s announced that it’d open their market for an extra one hour to serve the vulnerable customers. .
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