CSM Magazine

OCTOBER 25, 2023

Comprehensive training is essential for effective customer engagement. Some of the key components that all good training programs should cover are: Product Knowledge The first thing to ensure is that all staff are well-versed in the intricacies of the products they sell.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 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.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Hybrid points programs.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

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

Experience Investigators by 360Connext

JULY 2, 2019

Starbucks has credited its hugely popular pumpkin spice flavor and several parts of its loyalty program to customer ideas. When was the last time you really invited your customers into the process of creation? All of this is easier said than done, of course.

Customer Journeys 110

Customer Journeys Social Media Groups Fashion 110

ClearAction

FEBRUARY 27, 2016

Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and sales conversion. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 98

Marketing Metrics Connections Customer Retention 98

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

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

NobelBiz

FEBRUARY 21, 2023

You can, for example, choose between a primary “yes” and “no” option and a precise scale of values: Very satisfied Satisfied Neutral Not satisfied Not at all satisfied Of course, each call center can select its preferred scale value. Proactive consumer engagement engagements will surpass reactive customer engagement interactions by 2025.

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

Currency Alliance

JANUARY 22, 2020

Every CEO waxes lyrical about the importance of loyalty. Every CFO knows a loyal customer is many times more profitable than others. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Currency Alliance

NOVEMBER 7, 2017

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day. Re-engaging the 80%.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

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

Currency Alliance

NOVEMBER 22, 2017

Things are so much easier now than they used to be , that I wonder what took brands so long to actually start caring about their customers. But if you want customers to care, you have to give them something in the first place. Take loyalty programs for example. I think that mostly they were just thinking about profit.

Case Study 45

Case Study Study Airlines Hotels 45

ERDM

JANUARY 8, 2018

That said, when we put ourselves in the customer’s shoes, most of what the entire industry is doing today doesn’t feel that personalized yet. On the bright side, this means there is substantial opportunity here to improve the customer experience. Traditional loyalty programs have gotten a bit stale.

Loyalty 40

Loyalty Analytics Loyalty Programs Travel 40

Service Untitled

MARCH 23, 2011

Businesses grow as more customers come aboard, and that constant search for new clients is the life jacket for success. Of course building relationships with new customers are paramount; the hard part is taking the leads and transforming them into customers.

Customer Relationship Management 48

Customer Relationship Management Customer relationships Management Social Media 48

Currency Alliance

DECEMBER 11, 2023

For this reason, only very large partners end up collaborating even though the loyalty program members engage with thousands of medium or smaller potential partners on a daily basis. This is a major opportunity cost for every loyalty program. This workload can now be greatly reduced.

Loyalty 52

Loyalty Loyalty Programs Brands Course 52

ClearAction

APRIL 18, 2020

Customer cycle time delays for payments and purchase decisions reduces productivity of your accounts receivable and sales teams, among others. Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

ClearAction

FEBRUARY 27, 2016

Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and sales conversion. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 48

Marketing Metrics Connections Customer Retention 48

SurveySparrow

DECEMBER 17, 2020

No one wants to contract the virus, of course, duh! Starting from customer engagement to finding products online, voice-enabled assistants will be a game-changer. IoT helps to understand customer behaviour and generates data that can be used to personalize communication with your customers. Loyalty Programs.

Trends 52

Trends Omni-Channel User Experience Social Media 52

ReviewTrackers

AUGUST 24, 2017

This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Read more of his articles over on the Access Loyalty Blog. Customers and Your Business: Love at First Sight? The key to generating repeat transactions and loyalty is a matter of connection.

How To 50

How To Social Media Loyalty Connections 50

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 20, 2022

So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable. This article shares the lowest hanging fruit for keeping customers engaged and delivering more profit to the bottom line. embedding loyalty mechanics across the business.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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. Improving customer insight and loyalty personalization.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

NOVEMBER 4, 2022

Of course, this has happened before in other jurisdictions. Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Shutting down the loyalty programs was a huge strategic mistake by the banks.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

OCTOBER 27, 2017

Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone. Unfortunately, the customer loyalty sector has not kept pace. How do we define greater liquidity in loyalty programs?

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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

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. Motivation.

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. Motivation.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 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

Pretium Solutions

OCTOBER 26, 2011

The first kind of loyalty is what we refer to as Convenience Loyalty. Convenience Loyalty is generated by companies primarily through customer loyalty programs, which are essentially ways for retailers and other kinds of businesses to encourage the continued patronage of customers.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

The first kind of loyalty is what we refer to as Convenience Loyalty. Convenience Loyalty is generated by companies primarily through customer loyalty programs, which are essentially ways for retailers and other kinds of businesses to encourage the continued patronage of customers.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Pretium Solutions

OCTOBER 26, 2011

The first kind of loyalty is what we refer to as Convenience Loyalty. Convenience Loyalty is generated by companies primarily through customer loyalty programs, which are essentially ways for retailers and other kinds of businesses to encourage the continued patronage of customers.

Loyalty 40

Loyalty Airlines Effort Score Loyalty Programs 40

Retently

FEBRUARY 21, 2024

Enhancing customer engagement These surveys do more than just help you understand your marketing channels; they also serve as a bridge between you and your customers. Including open-ended questions or a comment box in your survey allows your customers to voice their experience and provide valuable feedback.

Survey 78

Survey Social Media Advertising Analysis 78

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

SmartKarrot

JULY 6, 2022

To create enduring connections with clients and colleagues in this dynamic environment, put up a few best practice courses on how to make the most of attendees’ time at conferences, dinners, and workplace gatherings. Q 9: What is the best way to manage loyalty programs and customer feedback?

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Currency Alliance

MARCH 30, 2022

Such a simple program quickly revealed invaluable insight into the customer and opened a whole new channel of communication across email, SMS and good old post! but within a few years it had become South Africa’s leading loyalty program. This can produce conflicting and confusing customer experiences.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

DECEMBER 7, 2021

But make no mistake; failing in the medium-to-long term on these Loyalty Imperatives will put your customer relationships at risk and ultimately damage your brand. Loyalty programs are no different. Without a brand’s uniqueness, customers don’t really care where they shop.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52