Beyond Philosophy

DECEMBER 14, 2023

However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. The problem lies in the assumption that ALL repeat business is motivated by loyalty. Let’s begin by defining customer loyalty and inertia. Take a moment to consider to whom in your life you feel loyalty.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Comm100

NOVEMBER 23, 2016

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. A solid customer loyalty program.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs Airlines 100

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. Consumers are using their mobile devices to browse and book hotels.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. That goes for both good and bad news!

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. What’s behind it?

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! Signing a digital agreement is now table stakes for most companies. Step #3: Understand Your Customer Data. Bringing Voice of Customer Examples to Life. The result?

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. It is the sum of all customer interactions with a company or brand, from their first contact to post-purchase follow-up. Customer experience can make or break relationships between companies and customers. Let’s put it another way.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences.

Study 170

Study Loyalty Connections Loyalty Programs 170

Currency Alliance

MAY 9, 2017

For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. But getting real value from loyalty programs has become harder and harder. The old business model might have worked when only a few very large brands had loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

SmartMessage Blog

JULY 20, 2023

Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. What Is Customer Loyalty and Why Is It Important? Customer loyalty definition centers on the bond between a brand and its customers.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

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

Currency Alliance

NOVEMBER 22, 2016

For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. But getting real value from loyalty programs has become harder and harder. The old business model might have worked when only a few very large brands had loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. However, with technological advancements, now most companies operate in both spaces: in-store and online. Hence, in physical stores, the experience is tactile and sensory.

Retail 78

Retail Engagement Strategy Customer Experience 78

SmartMessage Blog

JULY 13, 2023

Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. What Is Customer Loyalty and Why Is It Important? Customer loyalty definition centers on the bond between a brand and its customers.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

BirdEye

APRIL 28, 2023

Social media marketing Consumers generally prefer to choose brands they trust and can obtain reliable information about online. And they are increasingly using social media to get that information. In fact, 75% of online users take to social media to research a brand or product.

Insurance 98

Insurance Strategy Marketing Social Media 98

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.

Customer Centricity 98

Customer Centricity Examples Company Loyalty Programs 98

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 86

Social Media Self Service Customer Service Marketing 86

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. Relationship marketing focuses on growing a business by building brand loyalty, improving customer retention, and, ultimately, increasing customer referrals.

Examples 98

Examples Strategy Marketing Social Media 98

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CX Journey

OCTOBER 24, 2018

Out of the companies working actively to improve customer experience, about 84 percent saw an increase in revenue. Interact with Your Customers Most people are on at least one social media platform. Social media creates a culture where people expect interaction, including interactions with brands.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Ask customers to spread their love on social media. Give them direct links and ask to share their satisfaction on social media. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

CSM Magazine

SEPTEMBER 8, 2023

In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty. Thus, by understanding individual needs and preferences, companies can build lasting relationships with their customers.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

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. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Michelli Experience

MARCH 11, 2016

Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected. Companies are urged to adopt mobile strategies, and for many reasons. Two: Mobile Loyalty Programs Work. Buyers love feeling like “part of the program.” Three: Mobile Search is Becoming Preferred.

Technology 100

Technology Company Marketing Loyalty Programs 100

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. 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. How to Make Loyalty a New Business Line for your Brand?

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

Customer Guru

JUNE 12, 2018

A loyal customer is one who enjoys the relationship with the company and loves its products and services. Building customer loyalty is a worthy investment for every startup. They show loyalty towards its several products such as MacBook, iPod, iPhone, and iPad. Giving out loyalty rewards and benefits.

Loyalty 114

Loyalty Loyalty Programs Social Media Feedback 114

GetFeedback

MAY 5, 2019

Once a customer purchases an iPhone, the company automatically supplies them with the free-plan warranty services for the next 12 months, repairing and replacement of problematic parts. And it’s sure that this is one of the main reasons why this company’s last year revenue reached the incredible $100 million. And that’s not all.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. How do you gauge customer value? But how do they define “most valued?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It is even harder to build consistent loyalty throughout your customer base. However, cultivating loyalty is well worth the extra effort and expense. What is Brand Loyalty?

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

SurveySensum

JULY 26, 2023

According to the research study conducted by Harvard Business School, The Economics of E-Loyalty , increasing customer retention rates by 5% increases profits by 25% to 95%. These programs will help you foster a long-lasting and meaningful relationship with your customers. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

ModSquad

AUGUST 6, 2019

Companies that are truly nailing excellent customer service are the ones that will see their efforts pay off in terms of better retention, increased sales, and customer loyalty. We’ve seen companies go beyond that step, even as far as giving customers credit for inspiring changes that they’ve implemented due to feedback.

Loyalty 70

Loyalty Customer Service Social Media Loyalty Programs 70