CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Comprehensive customer experience ecosystems create customer memories that narrate specific brand stories.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Second to None

FEBRUARY 19, 2019

In Daymon’s ‘Private Brand Intelligence Report’, 69% of respondents claim that typically at least half of their carts are filled by private brand products. [3] 3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. Loyalty and Rewards.

Industry 48

Industry Brands Rewards Programs Loyalty 48

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. Time and time again they top the list of airlines to which customers feel loyal.

Tourism 56

Tourism Travel Customer Service e-support 56

NobelBiz

JULY 31, 2023

Imagine it as a virtual queue at your favorite coffee shop, where each customer patiently waits for their turn to be served. For instance, in a call center servicing a software product, a technical glitch reported by a user would be queued to an agent specializing in troubleshooting, ensuring a swift and effective resolution.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Kitewheel

MARCH 4, 2019

Forbes reported that Airlines have never risen above the bottom 20% of industries in terms of customer satisfaction ratings, even as J.D. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares. Contextual relevance drives customer engagement.

Travel 40

Travel Hospitality Customer Journeys Examples 40

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

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

West Monroe

JULY 24, 2017

With the institution of loyalty reward programs, the collection of purchase/transaction data took off. Sources see report. Only then should you look for and access third-party data that will help you drive powerful customer engagement and achieve other success metrics. Should and how will you use this data?

Data 51

Data Marketing CRM Advertising 51

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

Strativity

APRIL 27, 2023

A 2019 Washington Post article reported that the boom was about to bust: “We just lived through the greatest period of restaurant growth in U.S. Restaurant Brands International reported a stellar 2022 system-wide sales growth of 13.4%. The study reports that restaurants have raised prices by almost 24% to cover margin erosion.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

A 2019 Washington Post article reported that the boom was about to bust: “We just lived through the greatest period of restaurant growth in U.S. Restaurant Brands International reported a stellar 2022 system-wide sales growth of 13.4%. The study reports that restaurants have raised prices by almost 24% to cover margin erosion.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

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.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

SEPTEMBER 5, 2018

A spike in recent news around loyalty coalitions – both good and bad – signals the dawn of a new, vastly more profitable iteration of the coalition model. Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. In summary: V1.0 In summary: V1.0

Loyalty 36

Loyalty Consumers Brands Airlines 36

SurveySparrow

MARCH 29, 2023

The customers must be engaged at this stage of the ecommerce journey. But keeping customers engaged at this stage is a big challenge. Develop original reports and research that will show you as an industry leader. Stage 3: Conversion The next step after keeping customers engaged is conversion.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Kitewheel

MARCH 25, 2019

If marketers and cx leaders want to start using the wealth of data they have available already, they need to invest in customer journey analytics. Forrester’s report on Customer Journey Orchestration provides a great starting point to understand this quick-evolving field. Identify customer pain points.

ROI 76

ROI Hotels Customer Journeys Retail 76

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