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

Qualtrics

DECEMBER 8, 2020

Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. This creates: A marketplace that favors the company with the strongest brand equity.

Measurement 59

Measurement Brands Net Promoter Score Social Media 59

ShepHyken

MAY 13, 2024

Something has to change, and the author has given companies and brands some ideas to think about. Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas (Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. Personalization.

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

delighted

JULY 13, 2022

Can you name a brand that makes you feel special? A brand you’ve made repeat purchases from, you’re proud to wear their logo, and when you receive a compliment, you’re more than happy to share where you bought said item? If so, you’ve experienced customer loyalty. You can see why brands want to foster customer loyalty.

Loyalty 86

Loyalty Measurement Customer Experience Net Promoter Score 86

SuiteCX

JUNE 15, 2017

Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments. This makes sense.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments. This makes sense.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

SuiteCX

JULY 7, 2017

Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

SurveySensum

SEPTEMBER 6, 2023

In such a situation, you might have opted for a different brand, potentially missing out on a fantastic product and exceptional customer service, right? This is where brand advocacy comes into play. What is Brand Advocacy? These advocates are your brand’s enthusiastic cheerleaders, who can sway others’ decisions.

NPS 52

NPS Brands Social Media Net Promoter Score 52

Oracle

FEBRUARY 14, 2020

Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. To retain loyal consumers, and attract consumers with similar buying habits, brands are tasked with rethinking the way that they interact with their consumers.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

NobelBiz

FEBRUARY 21, 2023

It instantly collects “on-the-spot” comments after a purchase experience or engagement with the brand to offer real-time client feedback. Read this article to learn about the stakes and how to measure and analyze this key performance indicator. How to measure the Customer Satisfaction Score CSAT? x 100, or 85%.

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

2020 Research

SEPTEMBER 1, 2022

Good branding. No matter the state of the world, your branding strategies will determine where you fit in. Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions. And the best way to do that? Don’t Expect Your Customers to Be Loyal. The Bottom Line.

Brands 52

Brands Banking Advertising Loyalty 52

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Much has been made of customer apathy around loyalty programs in recent years.

Loyalty Programs 40

Loyalty Programs Loyalty Study Customers 40

Beyond Philosophy

DECEMBER 14, 2023

Surprisingly, it’s these same emotions that you have with brands to whom you feel loyalty. Most organizations don’t have a way of measuring loyalty, but they do have a way of measuring repeat business. Perhaps all this time, I hadn’t distinguished between loyalty and inertia, either.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Retently

APRIL 5, 2024

Understanding Retail Customer Experience Customer experience in retail refers to the perception and sentiment of shoppers toward a brand throughout their journey – from the first point of contact to post-purchase interactions. Innovative retailers are leveraging technology to enhance the in-store experience and boost brand awareness.

Retail 78

Retail Engagement Strategy Customer Experience 78

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. Is it to establish a business case for the program? Both are vital to measurement.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ENGAGE.cx

MARCH 2, 2017

As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work. A recent study by Accenture suggests that 90% of brands employ some kind of loyalty program. Using myself as the example, I have 3 loyalty apps on my phone.

Loyalty 40

Loyalty Measurement Brands Loyalty Programs 40

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Promote content created by your followers with branded hashtags.

Social Media 98

Social Media Brands Video Entertainment 98

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback? Actually, 58.7%

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ShepHyken

FEBRUARY 18, 2024

My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ENGAGE.cx

MARCH 19, 2017

Part 3 – Operationalizing Stickiness…Loyalty’s Holy Grail. Click to download The New Loyalty 3 part series. We’ve learned in the earlier posts that if you’re continuing to invest in traditional loyalty programs, you’re spending money on outdated techniques and, worse yet, you may be losing more customers than you gain.

Loyalty 40

Loyalty Measurement Brands ROI 40

BirdEye

APRIL 28, 2023

Social media marketing Consumers generally prefer to choose brands they trust and can obtain reliable information about online. In fact, 75% of online users take to social media to research a brand or product. You can also create ads to drive brand awareness and generate leads.

Insurance 98

Insurance Strategy Marketing Social Media 98

BirdEye

OCTOBER 19, 2023

Measure performance 9. Develop a loyalty program 10. Digital marketing for restaurants is done by using online strategies like social media, SEO, email marketing, influencers, and branded content to help restaurants promote their business, engage customers, and drive sales. Grow your customer base with email marketing 5.

Marketing 62

Marketing Strategy Social Media Multi-Channel 62

CX University

FEBRUARY 27, 2018

Part of the Series: Financial Measurement is Critical for the Future of CX. Measuring Incremental Profit for CX Programs. CX practitioners need to compare the profit of the business after implementation of their CX program to what the profit would have been without the CX program.

Measurement 63

Measurement How To Financial Return on Investment 63

SurveySensum

AUGUST 1, 2023

Understanding what loyalty really means and how it impacts a brand’s growth is absolutely crucial in coming up with killer strategies. Loyal customers not only make frequent purchases, but they also tend to spend more, ultimately boosting a brand’s revenue and profitability. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

Customer Service 155

Customer Service Guest Experience Loyalty Programs Hospitality 155

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. That’s why from Google’s pet projects to lego’s AFOL, many popular companies are introducing new programs for their people. . But have you heard the term ROX? .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. How can we measure the interaction? How does the map look like?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail?

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

SurveySensum

JULY 7, 2023

Product Listing or Category Pages Feedback Survey After your customer has had their first interaction with your brand website, the next step – explore your products to make a purchase. But if the brand makes sure to provide you with all the proper information you need about the product, it can make a world of difference.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JULY 7, 2023

Product Listing or Category Pages Feedback Survey After your customer has had their first interaction with your brand website, the next step – explore your products to make a purchase. But if the brand makes sure to provide you with all the proper information you need about the product, it can make a world of difference.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JUNE 29, 2023

5 Customer Satisfaction Best Practices Understanding Customer Needs and Expectations Personalizing Customer Interactions Delivering Exceptional Customer Service Building Strong Customer Relationships Continuous Improvement and Measurement Conclusion Let’s begin! So, what measures are you taking to hit the bullseye? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Optimove

DECEMBER 28, 2023

At the same time, marketers need sophisticated data analytics to execute personalized, relevant messaging at the speed of a consumer’s interaction with the brand. Move Beyond Vanity Metrics  Vanity metrics like open rates and clicks are superficial metrics in measuring financial performance on marketing campaigns.

CRM 69

CRM Marketing Social Media Analysis 69

ShepHyken

JULY 4, 2022

My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers. Easy Does It: Five Keys To Curating An Effortless, Loyalty-Building Customer Experience by Craig Halliday. Let me count the ways! Actually, 15 of them.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69