TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. Know your customer.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

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 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. So in the context of the gongs now having been handed down, here’s a look out over loyalty marketing landscape: what makes a winning program now, and what new surprises might be in store for 2019.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

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.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

CSM Magazine

JUNE 17, 2020

The New Platform Raises the Bar for Live Digital Customer Engagement. Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement. About Vee24.

Omni-Channel 52

Omni-Channel Engagement Automotive Multi-Channel 52

Optimove

AUGUST 31, 2023

” In our work with hundreds of major B2C brands, we have observed that relevance plays a pivotal role in enhancing customer engagement across diverse industries such as finance, retail, and gaming. It is the harmony of these efforts that leads to successful engagement, loyalty, and enduring brand-consumer relationships.

Data 52

Data Marketing Multi-Channel B2C 52

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SurveySensum

NOVEMBER 23, 2023

With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. Organizations can use their net promoter score to discuss problem areas, improve the experience of their customers, monitor loyalty trends, and grow revenue.

NPS 52

NPS Net Promoter Score Software Tools 52

CSM Magazine

APRIL 14, 2021

Over half of companies say they are unable to identify customers on their own website. Data-driven customer experience strategies are crucial for success. Mapp , the international provider of insight-led customer engagement, today released the results of a study on current customer experience strategies.

Company 52

Company Multi-Channel Analytics Study 52

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. It’s natural for emotions, then, to be a natural part of customer engagement and experience. . How to leverage technology for a better customer experience.

Technology 135

Technology Customer Experience Social Media Multi-Channel 135

SurveySparrow

SEPTEMBER 20, 2021

Feedback collection for diverse channels. Omnichannel engagement. Multi-channel data collection. Customer satisfaction surveys. Customer loyalty. Employee engagement surveys. As an experience management tool, it offers customer listening capabilities across multiple channels.

Omni-Channel 52

Omni-Channel Software Tools Management 52

Eptica

OCTOBER 5, 2015

Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. ” The impact of linguistics on customer engagement So, how does linguistics improve the customer experience?

Customer Centricity 48

Customer Centricity Multi-Channel Self Service Social Media 48

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

Qualtrics

FEBRUARY 16, 2021

According to Hotel Technology Trends 2021 , there has been an explosion in travel apps for guests, mobile-optimized booking channels for their stay and a demand for instant messaging channels direct to hotel management for any questions and issues. Multi-lane drive-thrus that provide a view into the kitchen.

Guest Experience 49

Guest Experience Trends Tips Hotels 49

Eptica

AUGUST 24, 2016

Analyze the questions asked, both on your website and other digital channels, and use this information to improve the content and service levels you provide. Move from looking at touchpoints to focusing on the journey Most businesses are organized on departmental lines, with each team working on its own part of the customer journey.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Kustomer

OCTOBER 28, 2022

By ignoring customer service, brands are missing out on market share and revenue. In this blog post, we share three ideas and concepts that will help you with modernizing customer engagement and transform your CX organization from a cost center into a profit center. This creates three main problems: 1.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

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

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. Pennington doesn’t dive into things like cross-channel alignment or journey mapping.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

SurveySensum

MAY 20, 2020

Each such interaction can help build brand trust and loyalty. After speaking to some marketing experts, and gaining their insights on the evolution of marketing strategies due to COVID-19, here are some points that gauge the impact of COVID-19 on customer engagement. How will COVID-19 affect Customer Experience?

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

West Monroe

JANUARY 25, 2022

To raise the bar even higher, we are increasingly convinced that this balancing act must also ensure both live and screen-based experiences have the same level of excellence, simplicity, and ease—all working in concert with each other to ensure seamless transitions when customers move between channels.

Banking 52

Banking Financial Trends Multi-Channel 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Kustomer

AUGUST 24, 2021

At the forefront of this growth and expansion is the customer experience. With a world of options, the ability exists to forge bonds with a brand and cultivate ongoing, consistent consumer loyalty. Successful customer interactions translate to yielding higher profits, and position a brand to enjoy success in the long term.

e-support 116

e-support Customer Experience Self Service Omni-Channel 116

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

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. Core functionality of the loyalty points bank.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

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. This changes who your competitors are: from your closest business rivals, to every brand that provides a better customer experience.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

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. These platforms provide a goldmine of data regarding customer sentiment and brand perception.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.

Software 98

Software Tools Customer Service Self Service 98

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. Customer behaviors vary across different channels.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. Increasing Role of Technology in Customer Service. Omni-channels. Artificial Intelligence.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

SurveySparrow

NOVEMBER 30, 2020

After having a positive encounter with a brand or company, customers are more likely to provide a good word of mouth, customer loyalty improves to a great extent, and they are more likely to make continuous purchases from your business. Which is why the future of customer experience should be looked into. .

Trends 52

Trends Customer Journeys Customer Experience Chatbots 52

Magellan Solutions

NOVEMBER 8, 2019

To ensure you’re not falling behind, you need to keep an eye with the latest e-commerce trends, as most of them are already changing the world of online retailing. We are at the height of the retail revolution, and for a successful business to rise above the fold, it needs to offer a different level of customer engagement.

Trends 40

Trends e-support Social Media Multi-Channel 40