ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision?

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Loyalty Programs Loyalty Fashion Financial 84

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That’s my belief.

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Company B2C Employee Experience Culture 529

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. These tools can help businesses provide instant support and assistance to customers 24/7.

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Loyalty Marketing Chatbots Touchpoint 226

InMoment XI

DECEMBER 1, 2021

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers.

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Loyalty Marketing Loyalty Programs Customer relationships 260

Lumoa

SEPTEMBER 8, 2020

Measuring customer loyalty these days is a little more complex. However, as competition in almost every industry has increased dramatically, loyal customers may be more important than ever. Though we often share anecdotal evidence of customer loyalty, having hard numbers to back up those claims are less common.

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Loyalty Measurement How To NPS 208

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. It illustrates how it can turn a frustrated customer into a delighted one.

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Loyalty Customer Service Hospitality Customers 124

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand.

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Loyalty Customer Experience Touchpoint Metrics 257

The DiJulius Group

MAY 10, 2022

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero.

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Loyalty Strategy Company Groups 126

Middlesex Consulting

JANUARY 16, 2024

Customers buy products and services because they need the outcomes they will receive from owning or using them. When the buyer has a choice, they will buy from the company that delivers the most benefits for the lowest cost.

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Loyalty Consulting Customers Company 78

Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

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Loyalty Chief Customer Officer Financial Innovation 105

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. It’s emotional.

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Loyalty Airlines Banking Customers 173

QuestionPro Audience

AUGUST 31, 2017

It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. What should the customer experience look like?

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Loyalty Programs Loyalty Customers Resources 262

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

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Loyalty Programs Loyalty Social Media Rewards Programs 177

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

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Loyalty Programs Loyalty Airlines Banking 52

CX University

APRIL 16, 2024

The Rise of the Conscious Consumer In today’s competitive business landscape, customer loyalty has become a critical factor for success. As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty.

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Loyalty Brands Social Media Consumers 52

SurveySensum

MARCH 7, 2024

This article aims to delve into the nexus between CSR and customer loyalty , exploring the ways in which socially responsible practices , such as considering CSR impact on customer loyalty, can enhance brand image, drive customer loyalty, and contribute to long-term business success.

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Loyalty Competitive Advantage Connections Brands 52

Hallmark Business Connections

AUGUST 17, 2021

Knowing this, you have a wonderful opportunity to establish stronger connections with clients by leaning into empathy to improve their insurance customer experience. McKinsey research shows that customers appreciate it when companies take their needs into consideration. What is empathy in business? Make connecting simple.

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Insurance Loyalty Company Customer Journeys 98

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

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Loyalty Rewards Programs Loyalty Programs Airlines 89

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” For consumers, there seems to be very little differentiation from one telecom company to the next.

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NPS Net Promoter Score Loyalty Company 133

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

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Loyalty Social Media Tips Communication 104

Helen Dewdney

MAY 28, 2021

Today, (28/05/21) the FCA implements a package of remedies to improve competition and protect home and motor insurance customers from loyalty penalties. It is focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients. New rules for insurance companies.

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Insurance Loyalty Company Policies 64

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S.

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Loyalty Report Groups Study 270

Customer Experience Update Submitted Articles

OCTOBER 12, 2022

How would top brands measure up based on customer loyalty rather than traditional financial measurements? Companies that rated highest in customer loyalty outperformed companies identified as exemplars in Jim Collins iconic book Good to Great in total shareholder return (TSR).

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Brands Company NPS Financial 130

Blake Morgan

DECEMBER 27, 2021

? ? ? ? ? ? ? ? ? ? ? ?. How do customers come to form a sense of who they are? . Brands often focus on loyalty, but much of that loyalty was thrown out the window during the pandemic as customers reevaluated their priorities and tried new products and services. . Loyalty comes from that need to self-express.

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Loyalty Brands Connections Customers 95

PK

MARCH 22, 2021

Consumer technology companies focus on building great products as their primary loyalty strategy, relying on an “if you build it, they will come” mentality. But for many companies, this isn’t […]. The post What should consumer technology companies learn from traditional loyalty?

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Loyalty Technology Consumers Company 75

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

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Feedback Company Knowledge Base Contact Center 125

Experience Investigators by 360Connext

APRIL 9, 2024

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers. Let’s talk!

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Customer Experience Loyalty Customer Satisfaction Customers 162

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

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Loyalty Programs Loyalty Gamification Customer Experience 62

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

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Loyalty Loyalty Programs Airlines Hotels 62

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Outsource the complexity and own the customer experience. Did you know?

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Company Chatbots Customer Satisfaction Abandon Rate 52

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

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Loyalty Company Net Promoter Score Contact Center 52

MyCustomer

JANUARY 17, 2023

Companies that organise and manage CX effectively see measurable improvements in customer satisfaction, sales conversion rates, employee 17th Jan 2023 The Ultimate Customer Loyalty Handbook

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Handbook Loyalty Customer Satisfaction Measurement 69