Can AI Improve Your Loyalty Program?
Forrester's Customer Insights
MARCH 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
Customer Engagement Customer Insights Loyalty Loyalty Programs 
Guest Post: How Next-Generation Loyalty Programs Elevate Customer Experiences
ShepHyken
MAY 26, 2023
This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.
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Changing Your Loyalty Program? Here’s What To Consider
Forrester's Customer Insights
OCTOBER 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.
Paid Loyalty Programs Pique Premium Interest
Forrester's Customer Insights
MAY 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
The Science of Habits and Creating a Successful Loyalty Program
PK
JANUARY 25, 2019
There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer behavior offers insights that loyalty marketers should leverage when designing and implementing loyalty programs.
New customer loyalty measurement tool taps Data Republic’s marketplace
SuiteCX
JULY 7, 2017
Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.
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New customer loyalty measurement tool taps Data Republic’s marketplace
SuiteCX
JULY 7, 2017
Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.
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Walked Right into That One: How Location Technologies Revolutionize Customer Engagement
Optimove
JUNE 22, 2023
Perhaps the most compelling use-case for beacons, however, is that they enable brands to capture invaluable customer data as they move around a physical location in real-time; where do they spend most of their time in-store? ” Loyalty programs : Geofencing can be used to reward customers who frequently visit specific locations.
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Loyalty partners: co-creating customer value
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.
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Retail Customer Experience: Strategies for Keeping Shoppers Engaged and Loyal
Retently
APRIL 5, 2024
Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Enhancing the In-Store Journey A customer’s journey within a store is like a combo of senses and choices carefully designed to create a lasting impression of your brand.
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Loyalty marketers: get ready for the deliberate consumer
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. Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. One year ago, there might have been 2 people in 50.
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Innovators break the mould, at the 2020 Loyalty Magazine Awards
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.
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Loyalty: On the Cusp of Major R(E)volution
Currency Alliance
JUNE 11, 2017
Loyalty program announcements so far this year indicate a major sea change. To get customers re-engaged, brands are making it easier to participate in their loyalty programs and are offering enhanced ways to redeem – so customers can make use of even small amounts of points/miles.
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5 Best Customer Retention Software to Try in 2024
SurveySparrow
FEBRUARY 22, 2024
This not only helps in retaining customers but also turns them into advocates for your brand. Moreover, responsive customer support ensures that customers have a positive experience whenever they need assistance, further cementing their loyalty. This consistent engagement keeps your brand on customers’ minds.
Referral marketing software for the win: Our top 20 picks
BirdEye
NOVEMBER 20, 2023
We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. Yotpo Yotpo leverages customer reviews to boost referral efforts.
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5 New Year’s Resolutions for Exceptional CRM Marketing
Optimove
DECEMBER 28, 2023
This will enable you to tailor your offerings and interactions with unparalleled precision to create more seamless, personalized, and satisfying interactions between your customers and your brand. Invest in customer engagement strategies, such as loyalty programs, email marketing, and social media engagement, to keep customers coming back.
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'Personalization Is The New Loyalty,' Says Neiman Marcus VP
ERDM
JANUARY 8, 2018
Article by Ernan Roman Featured on CMO.com Jeff Rosenfeld is the vice president of customer insight and analytics for The Neiman Marcus Group, where he is responsible for leveraging analytics to drive revenue. On the bright side, this means there is substantial opportunity here to improve the customer experience.
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How Incentivization can Boost the Survey Response Rate?
SurveySensum
MARCH 24, 2023
Non-monetary incentives Non-monetary incentives are those incentives that are given in other forms rather than cash, such as subscriptions, loyalty points, product samples, etc. Here are the three types of non-monetary incentives to keep your customers engaged with the business and generate a high survey response rate.
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Empowering Retail Staff: Training for Exceptional Customer Service
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.
Best Practices for Conducting an In-App NPS Survey
Retently
APRIL 18, 2024
Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. It’s a cost-effective way for companies looking to harness customer insights.
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Tips To Ace Personalized Customer Experiences Like Industry Leaders
SurveySparrow
JUNE 28, 2023
By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business. Furthermore, personalization offers insightful data that can shape strategic decisions, improving product offerings, marketing strategies, and overall business operations.
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How Can Big Data Improve Customer Experience?
SurveySparrow
SEPTEMBER 27, 2023
Big data and customer experience are inseparable partners in modern business. Big data, which comprises vast customer insights from various sources, empowers businesses to personalize experiences, predict customer needs, resolve issues proactively, create tailored solutions, and fine-tune strategies based on customer feedback.
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4 ways to maximise the value of your loyalty program
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.
AI in loyalty marketing
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. Using AI to improve profitability of pricing and promotions.
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Unlocking Success: A Comprehensive Guide to Customer Health Score
SurveySensum
DECEMBER 6, 2023
And that’s not all, a robust customer feedback tool can simplify this process, making it a breeze for you. So, if you’re ready to dive deep into the realm of unlocking success through customer insights, this guide is tailor-made for you. Take proactive measures to enhance customer satisfaction and build loyalty.
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Guest Post: Your Guide To Building Customer Loyalty in 2023 (With Tools)
ShepHyken
OCTOBER 6, 2023
He writes about the strategies and tools to build customer loyalty. Building and maintaining customer loyalty is more critical than ever in today’s highly competitive business landscape. By going above and beyond to exceed expectations, businesses can foster a more profound sense of loyalty. #2.
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A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.
Redemption ecosystems: beyond the loyalty reward catalog
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.
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Redemption ecosystems: beyond the loyalty redemption catalog
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.
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3 Enablers to Water Utility Customer Centricity
West Monroe
JUNE 26, 2018
This customer-centric paradigm shift is primarily driven by changes to regulators focus on customer satisfaction, heightened increase to conservation, and the digital effect to consumer control and the digital customer experience. In addition to CRM, new digital technologies inundate water utilities.
Customer Experience Conferences and Events to Attend in 2017
ReviewTrackers
MAY 8, 2017
Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.
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Growth Through Customer Experience Action
ClearAction
APRIL 18, 2020
As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Accordingly, mature customer experience management can reduce business risk.
Headless loyalty enhances composable commerce
Currency Alliance
NOVEMBER 15, 2021
Commercetools partners with Currency Alliance to enable loyalty marketing in the age of composable commerce. Every company strives to build loyalty among its customers, but the methods to achieve the never-ending pursuit of loyal customers can vary widely. Furthermore, 91% of consumers want to be recognized.
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3 Ways CX Leaders Personalize the Customer Experience
Clarabridge
OCTOBER 12, 2015
Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions.
Loyalty Strategy 2020: Step Changes to a Collaborative Future
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.
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64 Loyalty Strategy 2019: How to Win in the Next Decade
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).
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Loyalty technology for the API economy
Currency Alliance
MAY 9, 2022
So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Features of an API-first loyalty platform. Thus far, Version 3.0
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Top 6 Loyalty Trends for 2021
Currency Alliance
NOVEMBER 17, 2020
It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. putting the customer at the center of your business model. Loyalty marketing has always existed as a primary method for building direct relationships with your customers.
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In Mobility, Loyalty Strategy Will Decide Who Wins
Currency Alliance
MAY 9, 2019
Independent of market positioning, unique customer insight will become the primary competitive advantage. Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand. The massive potential of loyalty marketing in mobility.
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Crafting the Best “How Did You Hear About Us?” Survey
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.
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How Retailers Can Adapt to Ensure They’re Delivering Superior Customer Experiences in an Economic Downturn
CSM Magazine
DECEMBER 8, 2022
Struggling with inflation and economic uncertainty, 56 percent of shoppers indicated “value for the money” as one of the two most important factors impacting their loyalty to mass market retailers. The survey also reinforced the fiscal benefits of customer retention and keeping existing customers happy.
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Loyalty for CEOs: how to add enterprise value to your loyalty program
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.
Loyalty Tech: Migrate to Microservices, or Get Left Behind
Currency Alliance
MARCH 21, 2019
Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Now, these legacy systems are showing the strain.
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A Comprehensive Guide to Customer Interaction Analytics
NobelBiz
JULY 25, 2023
Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Data Processing: Cleaning the Clutter The raw data collected is vast and can be noisy.
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