InMoment XI

MAY 4, 2023

Segmentation will help you zero in on the best ways to provide for and delight your customers and with a tailored approach, lean into specific areas to drive customer retention and customer loyalty to weather the storm, earning growth in the short and long term for your business.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

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

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Loyalty Programs. White Papers.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer. Here, he shares an article focused on culture. Absolutely!

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be? Behaviors and attitudes are different from place to place, culture to culture. To do this, use initials like “C.J”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

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. Vodafone built Voxi as a novel telco proposition around just that culture.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Win the Customer

SEPTEMBER 12, 2023

Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

West Monroe

SEPTEMBER 4, 2023

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. Another thing we focus on is offering good loyalty programs. How do culture and purpose show up in your day-to-day at e.l.f About the episode Ekta Chopra, e.l.f.

Culture 52

Culture e-support Innovation Loyalty Programs 52

ShepHyken

JANUARY 10, 2022

Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business. 12 Strategies Businesses Can Use to Show Appreciation for Their Customers by Rolling Stone Culture Council. Here are 12 ways from RollingStone.com’s Culture Council panel of experts.

Customer Service 73

Customer Service Loyalty Programs Loyalty Sales 73

SurveySparrow

JANUARY 13, 2021

Like the customer net promoter score, eNPS or employee net promoter score helps gauge employee loyalty and engagement. This straightforward and extremely simple tool is often used as a metric to bring growth to the overall company culture. You must maintain a healthy work culture. What’s more?

Net Promoter Score 52

Net Promoter Score Culture How To Effort Score 52

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I love his articles.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. Whereas past Wave reports have focused on loyalty platform technology providers, this is the first time a Wave report focused exclusively on leading loyalty firms offering services, from visioning and strategy through design, development, and launch of new member experiences.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

ShepHyken

AUGUST 30, 2019

As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. Create Loyalty Programs with Enticing Rewards. Another excellent way to sustain customer lifetime value is to create a loyalty program. How do you get them to stay loyal to your business? Conclusion.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

Clicktools

JULY 25, 2017

I love the loyalty program. That is called customer loyalty. Like anything in the digital transformation era, both culture and vision play a huge role in determining how well companies can adapt to this new age of data action—and reaction. Build It into Your Culture. The customer comes first in Amazon culture.

Loyalty 53

Loyalty Feedback Chatbots Customer Journeys 53

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

CX Journey

OCTOBER 24, 2018

Social media creates a culture where people expect interaction, including interactions with brands. Start a Loyalty Program Loyal customers are five times as likely to buy from you again and more likely to forgive an error on your part. Building loyalty takes time and commitment.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. 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. That ought to make your job easier.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. This led many banks in Europe to close their rewards program over the past three years. Or, in the form of the now-prevalent sign-up bonuses that come from switching banks.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

SEPTEMBER 3, 2019

They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture. Wait to create loyalty programs until you learn more about your customer base, their spending habits, and their wants and needs.

Customer Centricity 93

Customer Centricity Loyalty Programs Loyalty Metrics 93

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

ShepHyken

APRIL 11, 2022

Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld by Liam Burns. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

SurveySensum

JULY 26, 2023

According to the research study conducted by Harvard Business School, The Economics of E-Loyalty , increasing customer retention rates by 5% increases profits by 25% to 95%. These programs will help you foster a long-lasting and meaningful relationship with your customers. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. This article may give you some insights as to why.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyalty program can help keep you connected to customers. And third, practice reciprocity.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. My Comment: Loyalty programs can be powerful.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program.

Loyalty Programs 62

Loyalty Programs Ecommerce Advertising Loyalty 62

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. Zappos for Good Bolsters Company Culture and Customer Experience by Jim Tierney. Loyalty 360) Loyalty360 talked to Steven Bautista, the head of charity at Zappos, to find out more about Zappos for Good. Take one each week and discuss it… and act on it.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

Michelli Experience

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. This particular learning opportunity is in the form of an article that discusses hotel loyalty and rewards programs.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. So, are you building and leveraging customer-centric culture in your business?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Service Untitled

APRIL 21, 2014

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Possibly Related Posts: More to customer loyalty than just having a great product Most of us take great pride in the excellent products.

Loyalty 83

Loyalty Effort Score Retail Loyalty Programs 83

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The biggest factor in customer loyalty is empathy. Implement a regular “loyalty huddle” with your team.

Loyalty 96

Loyalty Loyalty Programs Culture Policies 96

Zeisler Consulting

NOVEMBER 30, 2020

Over the course of two months and four separate interactions, we spent upwards of six hours on the phone or in a chat with agents; some credit card people, some ‘points’ people (a lot of folks don’t know that in many instances, the loyalty program isn’t run by the same company with whom you have loyalty).

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How did he handle this? They hired a new Head of Recruiting and a new Head of Training & Development.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Magellan Solutions

NOVEMBER 27, 2023

Develop a Customer-Centric Culture Make customer satisfaction a priority and emphasize it in your company’s culture. Foster an adaptable culture that evolves with valuable customer input. When your team feels valued, you motivate them to deliver outstanding service and create a culture of excellence.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52