Currency Alliance

APRIL 13, 2017

Few men are more attuned to the forces of disruption then Charles Ehredt, managing director of the Currency Alliance, an early stage Barcelona-based digital currency company. About two years ago, I was consulting for one of the big coalition loyalty program providers. Is that your goal?

Marketing 40

Marketing Loyalty Programs Loyalty Transportation 40

Beyond Philosophy

OCTOBER 7, 2021

It’s the same situation with airline loyalty programs. The reward points create an incentive to stay with an airline, but they do not build loyalty. Now here in rule number four, we have backward-looking behavior from the perspective of the customer. So, are you building that into your loyalty plan?

Loyalty 172

Loyalty Airlines Banking Customers 172

Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs Brands 40

Confirmit

OCTOBER 18, 2018

Preventing customer churn is also in essence the main objective of most customer experience programs, and often the most tangible one as linking customer loyalty to revenue from repeat business and positive word of mouth is a well-established way to fund CX improvement efforts, like the development of a new customer loyalty program.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

SurveySensum

JANUARY 26, 2024

This stage is crucial for fostering customer loyalty, increasing customer lifetime value , and creating a community of loyal customers. This stage is all about creating personalized communications and experiences with customers based on their preferences, purchase history, and behaviors.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Circular Edge

DECEMBER 13, 2022

Let us show you how to leverage our direct staff pool of resources to realize better insights, organizational efficiency, increased profitability and improved relationships with your suppliers and customers – and ultimately take your business to the next level. Marketing can create loyalty programs and win-back campaigns.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Shocker, right?

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Beyond Philosophy

APRIL 3, 2016

Here is the summary of what their study found within the customer base: No Complaint(s) (50%): Retention Intent, 82%; Recommendation Likelihood, 89%. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Customer Satisfaction 92

Customer Satisfaction Customer Experience B2C Banking 92

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

CSM Magazine

NOVEMBER 30, 2016

Incentive programs are nice, but what typically keeps customers coming back and enhances customer loyalty is that the organization provides timely, effective, efficient, and friendly customer service. Low tolerance for errors. About the Author. Robert (Bob) W.

Trends 40

Trends Customer Service Loyalty Programs Social Media 40

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Beyond Philosophy

APRIL 3, 2016

Here is the summary of what their study found within the customer base: No Complaint(s) (50%): Retention Intent, 82%; Recommendation Likelihood, 89%. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Customer Satisfaction 60

Customer Satisfaction Customer Experience B2C Banking 60

SurveySensum

SEPTEMBER 14, 2020

Their biggest challenge is to keep up with the existing customer base. Because if they don’t serve their customers’ strict needs, there is a high probability of churn. So, it’s high time that you treat customer experience and digital transformation as priorities and incorporate these across the organizations. .

Customer Experience 59

Customer Experience Social Media Multi-Channel Chatbots 59

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

ShepHyken

JANUARY 23, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. It’s a win-win.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

Currency Alliance

MAY 31, 2018

To prove that I’m not just a consultant spewing rhetoric…. Even modest innovations can reduce the risk of a 10x better solution getting traction in your sector, and often, working outside the host company´s bureaucracy is the only way to get things done quickly enough to keep your existing customer base on-side.

Innovation 40

Innovation Company Loyalty Policies 40

Currency Alliance

MAY 31, 2018

To prove that I’m not just a consultant spewing rhetoric…. Even modest innovations can reduce the risk of a 10x better solution getting traction in your sector, and often, working outside the host company´s bureaucracy is the only way to get things done quickly enough to keep your existing customer base on-side.

Innovation 40

Innovation Company Loyalty Policies 40

SmartKarrot

NOVEMBER 2, 2020

It will help increase brand loyalty which translates to customer loyalty and retention.”. The global strategic marketing consulting firm has employees dispersed across the globe. As an e-commerce leader, he said, “The best tactic for customer retention is providing good, honest customer service.”

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

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

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

ProProfs Chat

DECEMBER 12, 2019

Mostly, customers will purchase a product from a specific brand only because they prefer their services. 60% of customers agree to this fact. 70% of customers recommend a brand to their friends or family more often if it offers a quality loyalty program. Brand Loyalty ) Tweet This. It’s a win-win!

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Currency Alliance

DECEMBER 13, 2018

At first glance, this year’s Gartner CMO spend survey may not make for happy reading for loyalty marketers. Loyalty program management’ was reported as CMO’s lowest priority, with 4.8% Firstly, loyalty tech isn’t as expensive as it used to be. Loyalty coming to new sectors. of budget, down from 6.6% in 2017[ii].

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Lumoa

JUNE 26, 2023

Brands that provide more interactive opportunities for consumers improve their visibility, boost revenue, and also build a loyal consumer base. You can build engagement by hosting social media contests, creating an in-store loyalty program, or simply asking customers to like their favorite posts from your brand.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Second to None

APRIL 12, 2018

There are several types of data that restaurants may have to understand their customer base. Customer loyalty program data. Returning customers tend to spend more at restaurants than new guests do. Consider honing in on repeat guests and incentivizing them with a customer loyalty program.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. You can watch the Loyalty Debate in full here. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Vonage

MARCH 9, 2016

But your contact centre can become social as well: with a social media control centre you have opportunities to capture good and bad feedback from your customers proactively, without having to wait for them to come to you. Create communities that can be used for customer service, loyalty programs and more.

Social Media 120

Social Media Effort Score Loyalty Programs Feedback 120

SurveySensum

DECEMBER 14, 2023

NPS Doesn’t Take Consumer Demographics Into Account Demographic factors such as age, gender, income, and geographic location can significantly influence customer preferences, expectations, and behaviors. NPS surveys provide a single score for an entire customer base without segmenting respondents based on demographic characteristics.

NPS 52

NPS Customer Experience Effort Score Metrics 52

SurveySensum

SEPTEMBER 7, 2023

The frequency can vary depending on your industry, customer base, and the nature of your relationships. So, consider using a customer feedback platform like SurveySensum where CX consultants can help you with the right time to send your NPS surveys and also allow you to automate the survey-sending process.

NPS 52

NPS Survey Net Promoter Score Automotive 52

SurveySparrow

FEBRUARY 21, 2020

It is also an indicator of the company’s overall experience and helps you to segment your customers who will be churning and the ones who are on the verge of leaving you. Even finding out your loyal customers is a huge advantage as you can get them to be a part of your loyalty program to reap greater rewards. Conclusion.

Metrics 52

Metrics Customer Experience Effort Score Net Promoter Score 52

SurveySparrow

DECEMBER 15, 2019

Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. If you look at it objectively, that is all the average customer cares about. It is wise to keep your current customers happy. How exactly do you do that?

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Feedback 91

SurveySparrow

SEPTEMBER 20, 2022

The only way to build a successful business is by ensuring that your customers are delighted every step of the way. Ken Lownie, Founder of Ken Lownie Consulting Partners. Make sure every single employee in your company knows precisely what value your customers are seeking and how he or she can impact it.”.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. Demand performance-based KPIs. Most loyalty programs report how many members they have.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52