Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. Every business needs a loyalty strategy, but not every business needs a loyalty points program.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

One Millimeter Mindset

OCTOBER 22, 2018

Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. Also, decisions about systems, software, quality, and the loyalty Apps each customer uses when doing business with that organization. Each with their own, branded customer loyalty program.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Experience Investigators by 360Connext

JULY 2, 2019

Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Invite customers to participate in innovation sessions around key parts of the journey or invite them to help you build your map from the ground up.

Customer Journeys 110

Customer Journeys Social Media Groups Fashion 110

Chadwick Martin Bailey

OCTOBER 9, 2020

Of course, you can! A hotel chain brought us in at Stage 4 , once they’d already ideated scores of new ideas for their loyalty program. We are trained and experienced in Design Thinking, Creative Problem Solving, Innovation, Improvisation and more. Kathy Ofsthun, VP, Qualitative Strategy + Innovation.

Loyalty Programs 59

Loyalty Programs Hotels Innovation Consumers 59

Experience Investigators by 360Connext

MARCH 24, 2020

But of course, that’s not the case. Put your loyalty program on overdrive by extending point expiration or rewarding engagement with your brand right now. This moment is showing us how quickly innovation can happen for the better. Your customer experience happens whether you are planning it or not.

Net Promoter Score 110

Net Promoter Score Customer Journeys Loyalty Programs Leadership 110

ShepHyken

OCTOBER 9, 2020

This Pandemic only put a bigger pressure on retailers to move faster and stop postponing the adoption of technology for “when we’ll have budgets and time to explore innovation”. By using multi-channel, retailers manage each of them separately: offline, online, loyalty programs, etc. What does that mean for the customers?

Retail 138

Retail Customer Experience Multi-Channel Omni-Channel 138

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

ClearAction

FEBRUARY 27, 2016

Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs. People will always be the source of innovation and productivity, and people working in silos is not strategic, especially when silo work outputs are mis-matched, duplicated, reinvent the wheel, or get scrapped.

Marketing 98

Marketing Metrics Connections Customer Retention 98

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. When I led customer experience management at Applied Materials, we pursued embedding customer experience insights into every course in our internal Applied Global University.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

ShepHyken

AUGUST 28, 2017

Taking the time to read this is like attending a high-level graduate course. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai. Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data. 24/7 Wall St.)

Customer Service 80

Customer Service Contact Center Ecommerce Loyalty Programs 80

Currency Alliance

DECEMBER 20, 2022

During 2023, brands will make it easier for more customers to realize value from loyalty program participation. This will help them engage many more customers – particularly in the mid-to-long tail: previously not seen as a valuable target for loyalty marketing, but now recognized as a leading source of incremental revenue.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

JANUARY 22, 2020

Every CEO waxes lyrical about the importance of loyalty. 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. It may not even be through conventional loyalty marketing.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ERDM

JANUARY 8, 2018

While not at work, Rosenfeld serves as a board member for charity and academic institutions, is an instructor for the SMU CAPE Digital Analytics and Insights Certificate Program, and enjoys traveling with his family. Rosenfeld recently participated in our “ 4 Questions for Marketing Innovators ” series. Why is this so important?

Loyalty 40

Loyalty Analytics Loyalty Programs Travel 40

ClearAction

JANUARY 4, 2020

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. While some growth can be gained solely through these programs, diminishing returns are inevitable.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Comm100

SEPTEMBER 22, 2016

This book is a crash course for leaders looking to enhance their company’s overall customer experience. But the true purpose of every support team venture is to create customer loyalty. After all, customer loyalty is what will generate long-term revenue for your company. Chief Customer Officer 2.0: by Ryan Levesque.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ClearAction

FEBRUARY 27, 2016

Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs. People will always be the source of innovation and productivity, and people working in silos is not strategic, especially when silo work outputs are mis-matched, duplicated, reinvent the wheel, or get scrapped.

Marketing 48

Marketing Metrics Connections Customer Retention 48

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. To be perfectly clear, this does not mean that any bank should cease to innovate around consumer-facing UX.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. There’s a rolling agenda each day of demonstrations and short classes covering all the latest innovations on the XM Platform.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Currency Alliance

MAY 20, 2024

Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake. Every bank needs a loyalty strategy – even if they don’t have a points-based loyalty program.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

ClearAction

NOVEMBER 25, 2017

Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. Exclusions, caveats, change fees, extensive fine print, loyalty program changes, warranty limitations, extra steps (hassles), long-term (e.g.

Policies 63

Policies Customer Experience Government Airlines 63

C Space

JULY 21, 2020

The planned hundreds of thousands of tests, over the course of the potential season, are expected to cost around $75 million, but the NFL has powerful incentives to play, including revenue from the TV networks that now rely on it to connect audiences with advertisers. Innovation is a hallmark,” said Chris Brandt, the company’s CMO. “We

Brands 52

Brands Transportation Sales Innovation 52

InMoment XI

MAY 14, 2022

The truth is, most Nike customers are just like you and me: casual athletes or city dwellers who are drawn to the aura of innovation and inspiration associated with The Swoosh. Of course you have. Yet, when a shoe represents something we identify with or aspire to attain, we’re drawn to it. Step #4: Create a Congruent Culture.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

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. In this case, the contract is with the third party (i.e.,

Loyalty 52

Loyalty Loyalty Programs Brands Course 52

Qualtrics

FEBRUARY 18, 2020

Wednesday sees the event kick off with Qualtrics CEO Ryan Smith , Oscar-winning actor Matthew McConaughey , Co-founders of Magnolia Chip and Joanna Gaines , Co-founder and ceo of The Character Lab Angela Duckworth and of course former First Lady, Michelle Obama. And that’s just day 1! Brand + Product Experience - 14:00 // Weds, March 11.

Marketing 29

Marketing Government Leadership Automotive 29

SurveySensum

JULY 17, 2023

I love to browse through the different sections, experience new products, sometimes buy items on display and of course, eat their famous meatballs. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Because I love shopping there!

Retail 52

Retail Strategy Customer Experience Sports 52

SurveySensum

JULY 17, 2023

I love to browse through the different sections, experience new products, sometimes buy items on display and of course, eat their famous meatballs. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Because I love shopping there!

Retail 52

Retail Strategy Customer Experience Sports 52

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 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

SurveySparrow

AUGUST 30, 2023

Consider the following: Course Progression : Serve courses at a pace that allows customers to savor each dish without feeling rushed. Adequate Wait Time : Give diners enough time between courses to enjoy conversation and digest their food. Embrace Technology : Utilize mobile apps for reservations, ordering, and loyalty programs.

Customer Experience 52

Customer Experience How To Loyalty Programs Social Media 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

OCTOBER 24, 2023

It provides a holistic view of the entire customer journey, starting from the initial awareness phase and continuing through to the loyalty phase. Loyalty program enrollment for customer retention. Providing exclusive offers through loyalty programs. Chat support for real-time assistance.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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.

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.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

MARCH 30, 2022

The ability to innovate with scant resources – and constantly leaning on others for help. The ability to bring together complementary fields of experience to create profitable solutions based on innovative business models and modern technology. Innovating with scant resources.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52