InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. A world-beating program in travel. Velocity: a leader in modern loyalty.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Currency Alliance

DECEMBER 11, 2023

After 2-18 months, a new partnership may go live, but during this time, 4-12 professionals across both companies have often invested hundreds of hours in the new relationship. This is a major opportunity cost for every loyalty program. Unless the volume of business is high, there is never a positive return on investment (ROI).

Loyalty 52

Loyalty Loyalty Programs Brands Course 52

ShepHyken

SEPTEMBER 10, 2023

My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. Of course not! must practice.

Customer Service 79

Customer Service Loyalty Programs Retail Loyalty 79

ShepHyken

FEBRUARY 25, 2024

As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it. Of course, there’s more to this article. Making the program attractive and valuable to your customers is key. Connect with Shep on LinkedIn. Imagine that!)

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Lumoa

AUGUST 25, 2020

Of course, the rate of churn varies across industries, but natural churn is real, and it should compel you to allocate at least some part of your marketing budget to customer acquisition strategies. BUILD LOYALTY PROGRAMS Returning customers are an asset to your brand, and you must reward their customer loyalty to keep them coming back.

Strategy 208

Strategy Chatbots Self Service Customer Retention 208

ShepHyken

MAY 12, 2019

Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. ” Okay, I’m intrigued! That’s not a bad thing.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

Retently

APRIL 5, 2024

However, with technological advancements, now most companies operate in both spaces: in-store and online. A well-designed store environment not only reflects the brand’s identity but also makes shopping a pleasure, encouraging customers to linger, explore, and, of course, purchase.

Retail 78

Retail Engagement Strategy Customer Experience 78

ModSquad

AUGUST 10, 2021

Email brings in a staggering $38 for every $1 spent by a company. This includes marketing outreach efforts, retention emails, and, of course, customer support communications. Why, then, do so many companies overlook this vital support channel? Show some personality and build an emotional connection.

Customer Experience 98

Customer Experience How To Loyalty Programs Loyalty 98

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. The result is that it can be difficult for a retailer to deliver a smooth customer experience when identifying their own loyalty program members, or customers in partner loyalty programs, at the POS.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Optimove

JANUARY 6, 2022

In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program. 63% are prepared to modify their spending habits to maximize the benefits of a loyalty program.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

One Millimeter Mindset

OCTOBER 22, 2018

Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. Also, decisions about systems, software, quality, and the loyalty Apps each customer uses when doing business with that organization. Each with their own, branded customer loyalty program.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Currency Alliance

JULY 24, 2018

I’ve only ever taken one connecting flight, stopping at JFK en-route from San Diego to London. As a connecting flight newbie, I had no idea whether I needed to collect my bags and bring them to the next flight. The company, it seemed, did not want to help. It took months to claim back.”. Second-class passenger. I gave up.”.

Travel 40

Travel Course Customer Experience Airlines 40

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. The article covers the various brands which have joined the Scene+ loyalty coalition.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. As the saying goes, ‘garbage in, garbage out’.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

C3Centricity

AUGUST 26, 2019

Companies who are truly customer centric know that it is important to build a mutually beneficial relationship where there is something for both parties in exchanging information and services. More and more CPG companies and brands now offer a loyalty program, especially to their higher-value consumers.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

BirdEye

JULY 14, 2023

How are companies incentivizing reviews? Here’s an example of a review left in exchange for a sweepstakes entry: Considering 95% of consumers read online reviews before committing to a purchase, spending a chunk of the marketing budget on incentivized reviews makes financial sense for most companies. Is an incentivized review illegal?

Guidelines 95

Guidelines Social Media Policies Exceptional Customer Service 95

ModSquad

AUGUST 10, 2021

Email brings in a staggering $38 for every $1 spent by a company. This includes marketing outreach efforts, retention emails, and, of course, customer support communications. Why, then, do so many companies overlook this vital support channel? Show some personality and build an emotional connection.

Customer Experience 52

Customer Experience How To Loyalty Programs Loyalty 52

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. After many companies dealt with panic and shock during March and April of 2020, most professionals got back to work accelerating their digital transformation. Continued evolution to being truly customer-centric.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

MAY 9, 2022

Today, companies adopting an API-first technical architecture are outpacing those constrained by legacy systems. . Many companies have flourished over the past two decades because they were not held back by monolithic legacy systems. This means that a system can be added, replaced, or modified without creating a massive project. .

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

NOVEMBER 15, 2021

Commercetools partners with Currency Alliance to enable loyalty marketing in the age of composable commerce. Every company strives to build loyalty among its customers, but the methods to achieve the never-ending pursuit of loyal customers can vary widely. Furthermore, 91% of consumers want to be recognized.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs. Connect to Enterprise Goals. Connect People.

Marketing 98

Marketing Metrics Connections Customer Retention 98

Optimove

JANUARY 6, 2022

In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program. 63% are prepared to modify their spending habits to maximize the benefits of a loyalty program.

Loyalty Programs 40

Loyalty Programs Ecommerce Advertising Loyalty 40

Currency Alliance

DECEMBER 7, 2021

The conversation gave me pause to reflect on what exactly is a trend, how applicable are trends in Southeast Asia to brands in Europe, and whether embracing the hype around the latest trends could actually distract companies from a clear focus on their fundamental priorities. Most programs do a fairly good job focusing on frequent customers.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

Kustomer

JANUARY 11, 2022

Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone. Or that 77% of customers value companies that provide the highest levels of service? It’s also worth looking at implementing loyalty programs for customers who reach this level. Solve Issues Quicker.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

BirdEye

FEBRUARY 19, 2021

“With so many alternatives for all businesses, you stand out with your emotional connections and experience. Of course, it’s equally important to have a strong presence in the digital space. Build an effective loyalty program. With a loyalty program, you can make sure that you’re always your customers’ first choice.

Tips 93

Tips Loyalty Programs Rewards Programs Social Media 93

Currency Alliance

MARCH 30, 2022

…but within a few years it had become South Africa’s leading loyalty program. Crucially for loyalty teams today working with limited budgets, this was achieved primarily by using the business’ most valuable resource – its existing customer data – to curate and target offers. The costs of not achieving this are plain to see.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

CSM Magazine

MAY 24, 2021

Customer engagement is the process of strengthening your emotional connection with your customers. At the time of this pandemic where physical interactions are eliminated or social distancing is introduced, how will you be able to engage with customers and continue to connect with them on a deeper level? Improve Your Loyalty Program.

Customer Engagement 52

Customer Engagement Engagement Social Media How To 52

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45