Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. Want to appeal to consumers in retail? Showcase how products can be used.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

PK

JANUARY 25, 2019

There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer behavior offers insights that loyalty marketers should leverage when designing and implementing loyalty programs.

Loyalty Programs 53

Loyalty Programs Loyalty Gamification Consumers 53

CX Journey

OCTOBER 24, 2018

Not to mention, most consumers expect a real-time response, as well. Create a follow-up program where you contact the customer after the sale to make sure they're satisfied. Keep the order form simple and easy to complete, saving the consumer time. Building loyalty takes time and commitment.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

Retently

JUNE 28, 2022

Considering that 73% of consumers are more likely to recommend a brand with a good loyalty program, putting together one is worth the try. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ShepHyken

MARCH 25, 2024

In addition to the findings, there are also suggestions on how to manage the increased expectations. How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Market Position and Brand Analysis: How do consumers perceive your competitors? In today’s cut-throat market, differentiating your brand is more important than ever.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

SurveySensum

SEPTEMBER 6, 2023

In fact, according to a Forbes study, 63% of consumers switch brands because of poor personalization. Here’s how you can do it: Collect Customer Data: Gather information about your customers and organize it using CRM systems. Creating a Well-Crafted Loyalty Program Have you heard about Beauty Insider?

NPS 52

NPS Brands Social Media Net Promoter Score 52

Retently

APRIL 5, 2024

Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location. This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop.

Retail 78

Retail Engagement Strategy Customer Experience 78

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Successful programs pave the way to increased sales and can drive market share. Here are 3 ways to improve loyalty in 2019.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Plus, the rewards points should be available to consumers in a timely manner.

Loyalty 59

Loyalty How To Banking Airlines 59

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Here she talks about how to conduct a customer interview. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B?

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

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 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

Optimove

JUNE 22, 2020

With brands looking to maintain a differentiated and consistent brand experience to consumers, both in-store and direct-to-consumer (DTC), addressing the above problem is of key strategic importance. Using Loyalty Data to Power Customer Retention and Reactivation. To learn more, download the full use case here.

Customer Retention 52

Customer Retention Loyalty Data Loyalty Programs 52

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.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

PK

OCTOBER 16, 2018

Building Loyalty With Privacy In Mind. When building a loyalty program, it is more important than ever to include considerations around privacy and data security right from the start. For loyalty marketers, these requirements represent potential points of friction in the loyalty experience.

Loyalty 58

Loyalty Loyalty Programs How To Omni-Channel 58

ShepHyken

DECEMBER 17, 2021

He writes about how SMBs can make the most of the holiday season by investing in proper protection. When the leftover turkey has been stowed away in the fridge and the football game has wrapped up, consumers will turn their focus to their holiday spending. Who doesn’t love a discount?

e-support 77

e-support How To Insurance Retail 77

Customer Bliss

JANUARY 18, 2018

This is where you leverage the data so you can learn how to manage customers as assets. Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it. Start developing consumer insights: why did you leave and how can we earn their trust back? CX Click To Tweet.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. Making the program attractive and valuable to your customers is key. Making the program attractive and valuable to your customers is key. Of course, there’s more to this article. There are ways around this!

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

NobelBiz

FEBRUARY 21, 2023

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? The CSAT enables you to understand how consumers feel at a critical point in their relationship with your firm. How to interpret the CSAT?

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

BirdEye

APRIL 28, 2023

When debating whether to make a purchase online, 93% of consumers say they rely on the advice and experiences of other buyers to make a decision. Social media marketing Consumers generally prefer to choose brands they trust and can obtain reliable information about online. They can also help boost your online presence.

Insurance 98

Insurance Strategy Marketing Social Media 98

ProProfs Chat

APRIL 30, 2020

Your consumers are stressed about their survival during the COVID-19 outbreak and are anxious about their routine activities. Create New Reward and Loyalty Programs to Keep Your Customers Engaged. If you are looking for the best tips on how to engage customers, then listening to them must take priority over talking to them.

Engagement 85

Engagement How To Loyalty Programs Social Media 85

Oracle

APRIL 15, 2021

Let’s take a closer look at the top consumer traits that are driving CX strategies in 2021. According to Gallup research , customers value representatives who are courteous and exhibit a willingness to help more than just how quickly an issue is resolved. ” Modern customers seek modern loyalty programs.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

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. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer. My Comment: Here is a fascinating article about loyalty and the customer experience.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

SurveySensum

JANUARY 25, 2024

We all know how powerful it is when someone spreads word-of-mouth about something. Over 9 in 10 consumers trust recommendations from friends and family over anything else. In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. And there are stats that back this up!

How To 52

How To NPS Tips Insurance 52

ShepHyken

APRIL 26, 2021

Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

AUGUST 30, 2019

Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle? How to Start the Process of Growing Your Customer Lifetime Value. How do you get your customers to keep coming back? How do you get them to stay loyal to your business?

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

Happy or Not

SEPTEMBER 1, 2023

As November approaches, companies ask themselves how to prepare for the holidays and get the most out of this period. How to keep your staff motivated and engaged in 5 steps Step 1: Create a supportive calendar Align tasks and goals, balancing the holiday sales surge with moments for rest and celebration.

How To 36

How To Retail Wait Times Loyalty Programs 36

Magellan Solutions

JUNE 1, 2020

As such, you should learn how to grow a business fast, even when facing an economic crisis. However, not all of them are surefire ways for rapid growth, and even fewer of those can teach you how to do it during times of crisis. Encourage customer loyalty. Take note that the needs of consumers will change in an economic crisis.

How To 59

How To Loyalty Programs Call Center Loyalty 59

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

InMoment XI

JANUARY 17, 2024

With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors. Today’s consumers expect seamless and convenient interactions across multiple channels. How to Measure Guest Experience You cannot manage something you aren’t measuring.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

ShepHyken

MARCH 28, 2022

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? My Comment: Here’s an interesting take on loyalty programs. How to Ensure Your Customers Remain Satisfied & Loyal by Olivia Parkinson.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Consumer demands and behaviors can also influence your customer journey map.

Customer Journeys 99

Customer Journeys Touchpoint Social Media How To 99

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Their decision-making process , like what media or content they consume, as well as what influences them.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375