BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. Thus, a major driver of brand loyalty throughout the last year has been value. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

ShepHyken

APRIL 28, 2024

5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. My Comment: I’ve been studying how different brands are creating successful loyalty programs.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

CSM Magazine

JANUARY 15, 2024

Of course, the individuals responsible for non-checkout work would need the necessary training to operate a till. Here are some more ways retail stores can cut the queues and reduce customer waiting time. Also, retailers should encourage customers to use self-checkout through incentives, such as loyalty programs.

Wait Times 52

Wait Times Retail Self Service Loyalty Programs 52

Experience Investigators by 360Connext

DECEMBER 10, 2019

How well will your retail experience handle it? Why map the retail customer journey? These can, of course, be customized based on the industry or specific experience, but these are the basic steps of any customer journey. Too many retailers assume their customers are experiencing exactly what was developed for them.

Customer Journeys 162

Customer Journeys Retail Social Media Customers 162

CSM Magazine

OCTOBER 25, 2023

The “brick and mortar” retail sector operates in a challenging environment, especially as many in-store workers are likely craving remote work opportunities. As a result, physical retailers must offer something truly special to entice and retain customers. Good communication skills are a foundational requirement of all retail staff.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

InMoment XI

DECEMBER 15, 2022

Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. But, the challenge lies in gathering data and linking it to meaningful business KPIs such as customer loyalty , customer acquisition , or generally proving program ROI. Sounds like a fairytale?

Trends 529

Trends How To Social Media Survey 529

ShepHyken

OCTOBER 9, 2020

By this time, one of the retailers’ biggest problems is, ironically, empty shelves and high demand for sanitizing items. Consumers are panicked and they need reassurance of safety measures being taken by retailers. Online grocery shopping sees a mindblowing evolution, one that retailers could have never foreseen.

Retail 138

Retail Customer Experience Multi-Channel Omni-Channel 138

inmoment

OCTOBER 25, 2018

Last week, I covered findings from InMoment’s 2018 US Retail CX Trends Report that discussed how brands can earn their customers’ trust. This time I’ll delve into the second theme: Loyalty. Slightly more (26 percent versus 21 percent) of customers said they tend to feel more loyalty to brands versus products.

Retail 75

Retail Loyalty Trends Consumers 75

Lumoa

OCTOBER 20, 2022

Customer experience is an important factor in determining customer loyalty. For example, if you own a retail store, you know it’s much easier (and cheaper) to keep existing customers than to find new ones. Of course, one of the main reasons businesses should focus on customer experience is that it can lead to increased revenue.

Customer Experience 305

Customer Experience Banking Customer Retention Customer Satisfaction 305

InMoment XI

MAY 4, 2023

We’ll explore below how to prioritize customers and strategically use customer experience tools to drive growth for your business and keep on course. In one segmentation use case, a major Retailer Co leveraged existing capabilities and assigned unique Guest IDs to consistently collect detailed data on customers.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

NICE inContact

OCTOBER 3, 2017

However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. I have experienced this mistake-loyalty paradox in my own life on various occasions. One such example was with a major online retailer.

Loyalty 150

Loyalty Self Service Apparel Contact Center 150

LoyaltyPlus

NOVEMBER 19, 2020

The global COVID-19 pandemic has ushered in a ‘new normal’ for business and no less so in retail, where many operators are having to adapt their approach to November’s acclaimed Black Friday and December’s bumper festive season. LoyaltyPlus agrees that in 2020 it is definitely not going to be ‘business as usual’.

Omni-Channel 52

Omni-Channel Retail Loyalty Social Media 52

Peter Lavers

JULY 3, 2018

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Do loyalty programmes work?

Retail 40

Retail Loyalty Airlines Marketing 40

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

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. Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more.

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. Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more.

Retail 52

Retail Strategy Customer Experience Sports 52

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. 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.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 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

NICE inContact

OCTOBER 3, 2017

However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. I have experienced this mistake-loyalty paradox in my own life on various occasions. One such example was with a major online retailer.

Loyalty 122

Loyalty Self Service Apparel Contact Center 122

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

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. Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ShepHyken

AUGUST 28, 2020

He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond. But one pandemic-driven technological shift that is gaining more attention in the retail sector than any other measures and will remain even after the pandemic is over, is – contactless payment. FOR RETAILERS.

Retail 121

Retail Customer Experience Technology Consumers 121

SurveySensum

JULY 4, 2023

This is the time when brands can improve their offline stores to increase customer loyalty. The same goes for retail stores. Brand example: IKEA is known for its large warehouse-like retail stores with a variety of products for home improvement. A proper path or direction to follow for achieving our goals.

Retail 52

Retail Customer Experience Touchpoint Survey 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. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySensum

JULY 4, 2023

This is the time when brands can improve their offline stores to increase customer loyalty. The same goes for retail stores. Brand example: IKEA is known for its large warehouse-like retail stores with a variety of products for home improvement. A proper path or direction to follow for achieving our goals.

Retail 52

Retail Customer Experience Touchpoint Survey 52

ShepHyken

MAY 28, 2021

She discusses what retailers need to focus on when it comes to total commerce and the effortless economy.?. She can go directly to a retailer’s website, Amazon, or even Facebook to find the perfect pair of shoes for her next round of 18 holes.? And, retailers have got to get eCommerce right. It’s always there.? .

Retail 85

Retail Ecommerce Customer Experience Social Media 85

Stella Connect

SEPTEMBER 28, 2021

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Brick-and-mortar stores still exist, but the retail customer experience largely takes place online rather than only in the confines of a physical location. Retail sales may exceed $4.44

Retail 52

Retail Customer Experience Ecommerce First Call Resolution 52

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Comm100

MAY 31, 2016

This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable. But the real question for online retailers is: How do I prevent this dissatisfaction to begin with? Curate Retail Items. This can make them angry or confused, which of course leads to difficulty.

Retail 106

Retail Self Service How To Policies 106

TechSee

JUNE 16, 2022

Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning. His Customer Service Foundations course was LinkedIn’s most-watched customer service course in the world in 2021! Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 48

Loyalty Retail Customer Service Training Strategy 48

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. We know that building loyalty requires more positive interactions than negative ones. While it’s great to send personal notes, of course, it’s possible to get creative. Of course there are times like a first purchase or a renewal. Look for milestones.

How To 372

How To Airlines Social Media Tips 372

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Almost 40 to 50% of them, in fact.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Storyminers

JULY 10, 2017

We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction. As consumers, we are empowered by increasing control over the retail process. Herein lies the challenge for retailers: to engender loyalty – but the loyal customer is an endangered species.

Customer Experience 145

Customer Experience Retail ROI Loyalty 145

Optimove

NOVEMBER 18, 2021

Earlier this year, CommerceNext conducted a large-scale survey among retail marketing leaders. For example, “Retention/Loyalty Marketing” was named the area where CMOs are looking to increase their investment the most. Incumbent” retailers named it just 4th. Incumbent” retailers named it just 4th.

Marketing 111

Marketing Effort Score Retail Loyalty 111

LoyaltyPlus

MARCH 1, 2020

Experts in digital retail, e-commerce and customer relationship management (CRM) agree that a finely-tuned, well-executed loyalty programme can take a business to the next level of operation. Of course, the business must also pay close attention to the type of rewards being given – are they exciting? Can they easily be amassed?

Loyalty 40

Loyalty e-support CRM Customer Relationship Management 40

LoyaltyPlus

MARCH 1, 2020

Experts in digital retail, e-commerce and customer relationship management (CRM) agree that a finely-tuned, well-executed loyalty programme can take a business to the next level of operation. Of course, the business must also pay close attention to the type of rewards being given – are they exciting? Can they easily be amassed?

Loyalty 52

Loyalty e-support CRM Customer Relationship Management 52