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. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. The customer experience has evolved. Why hasn’t loyalty? The result has been impediments to managing customer data efficiently and making it actionable.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. embedding loyalty mechanics across the business.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

CSM Magazine

AUGUST 14, 2020

In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. For us, it results in more loyalty and trust.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Your satisfied customers spend 15% more with your brand. Recover unsatisfied customers .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating?

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

LoyaltyPlus

NOVEMBER 9, 2018

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. The key objective is not only to keep the current customer happy, but open the door to new prospective customers.

Hospitality 40

Hospitality Loyalty Industry Airlines 40

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

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. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Customers appreciate the free money, but it simply doesn’t make them loyal.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. 1. Looking beyond transactional rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Kustomer

JUNE 1, 2023

In this blog, we explore: The importance of using personalization in customer service How to create data-driven personalization The benefits of data-driven personal customer service Personal customer service examples Why Is It Important to Use Personalization in Customer Service?

Data 78

Data Customer Service CRM Customer Service Strategies 78

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Customer segmentation. What is NPS? The solution?

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NPS Examples Tips Net Promoter Score 95

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

SurveySparrow

JUNE 28, 2023

It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business. Thereby enhancing customer satisfaction and loyalty.

Industry 52

Industry Tips Customer Experience Healthcare 52

Currency Alliance

NOVEMBER 29, 2017

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. A more useful loyalty program for the customer is one that offers them a loyalty currency that they desire.

Loyalty Programs 40

Loyalty Programs Loyalty Retail Consumers 40

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Actually, 58.7%

NPS 148

NPS Net Promoter Score Feedback Case Study 148

SurveySparrow

DECEMBER 24, 2023

What is a Customer Experience Survey? A Customer Experience Survey is a systematic method businesses employ to collect and analyze feedback from their customer base. It is like a friendly chat with your customers (but on paper or online.) Build Customer Loyalty: Happy customers stick around.

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

AskNicely

JANUARY 10, 2019

This made managing the customer experience difficult at best. So new, shorter, more efficient and actionable ways to measure customer experience were developed. In this blog, we will take a look at the different customer experience metrics, what they are, their strengths and weaknesses, and when to use. What is NPS?

NPS 150

NPS Metrics Effort Score Customer Experience 150

Optimove

FEBRUARY 14, 2023

By delivering consistent, personalized messaging and content across multiple channels, brands create a, and by default, elevate engagement, cultivate trust and loyalty, and ultimately boost the bottom line. Delighted customers with no interest in playing the field regarding loyalty. The result?

Omni-Channel 52

Omni-Channel Marketing Hospitality Travel 52

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Customer Journey Map Template. We'll walk through an example customer journey map to see these concepts in action. Back to Top. Considering options.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Reward Customer Loyalty.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

ShepHyken

JANUARY 22, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Oracle

FEBRUARY 28, 2019

. “Within six months after an omnichannel shopping experience, these customers had logged 23% more repeat shopping trips to the retailer’s stores and were more likely to recommend the brand to family and friends than those who used a single channel.” Guests can also purchase merchandise through the tool.”

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

Vonage

JULY 21, 2015

“Unless you have 100% customer satisfaction, you must improve” – Horst Schulz, former president of the Ritz-Carlton Hotel Company. It’s easy to think that a 90% customer satisfaction rate is acceptable. True loyalty doesn’t come because of an app. Take away those “perks” and would the customer still be loyal?”

Customer Service 120

Customer Service Hotels Effort Score Customer Satisfaction 120

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52