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.
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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Mine your data before you change your loyalty program
PK
JULY 1, 2020
Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. By one metric—retention rate—the retailer’s program was still successful. The post Mine your data before you change your loyalty program appeared first on PK. But while […].
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.
Worried About Losing Cookie Tracking? Look To Your Loyalty Program
Forrester's Customer Insights
AUGUST 4, 2021
A loyalty program is a great way to collect zero-party data. Read how your loyalty program can be a powerful tool in the post-cookie world.
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 […]
Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs
Forrester's Customer Insights
MARCH 14, 2023
As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]
How Loyalty Programs Drive Customer Relationships: Experience TV Episode 9 Featuring Clay Walton-House from PK
Oracle
APRIL 8, 2021
Episode 9 explored the role of loyalty marketing programs with my special guest, Clay Walton-House, Managing Director, Integrated Loyalty Solutions at PK. Nominations are due April 16 – don’t miss your chance to be recognized for your great customer experience efforts during 2020. ” LEGO is loyalty-obsessed.
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.
Loyalty Programs Provide "Longitudinal Insight"
Teletech
NOVEMBER 5, 2014
For many businesses, one of the most significant benefits provided by a loyalty program is tracking the purchases made by individual customers over time. This generates what you might call "longitudinal customer insight." There’s more… To read the rest of this blog posting click here. roi loyaltyprogram'
Building Lasting Connections: The Power of Customer Loyalty in Retail
SurveySensum
AUGUST 1, 2023
Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.
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Revamp Your Retail Loyalty Program With Forrester’s New Framework
Forrester's Customer Insights
APRIL 17, 2020
It’s no secret that shoppers love retail loyalty programs. When executed well, loyalty programs deepen customer relationships, drive business results, and even create brand differentiation. For instance, Ulta’s loyalty members account for more than 95% of total revenue, Nordy Club […].
Barneys And Starbucks Raise The Bar With Loyalty Program Updates
Forrester's Customer Insights
MARCH 25, 2019
Barneys introduced a new loyalty program this month, and Starbucks announced upgrades to its existing program. Loyalty programs are a hot commodity – and I mean commodity: it’s incredibly hard for brands to maintain a differentiated program. We’re not surprised. Our data shows that […].
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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How Consumers Really Feel About Your Loyalty Program
Forrester's Customer Insights
OCTOBER 15, 2018
Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend.
New customer loyalty measurement tool taps Data Republic’s marketplace
SuiteCX
JULY 7, 2017
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. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.
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New customer loyalty measurement tool taps Data Republic’s marketplace
SuiteCX
JULY 7, 2017
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. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.
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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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How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.
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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Precision loyalty: data-led investment yields greater ROI
Currency Alliance
JULY 16, 2020
Most marketing efforts produce conversion rates of less than 5%, signaling a crisis of communication with a make-or-break number of potential loyal customers. Achieving this is not a mystery – the key is understanding a customer’s propensity to respond to various offers based on lifestyle preferences and segmentation.
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If You Want Customer Loyalty, You Need A Value Exchange
Forrester's Customer Insights
FEBRUARY 13, 2024
I regularly have discussions with clients who want to create a loyalty program.
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Hospitality loyalty: 3 predictions that will change the industry
Currency Alliance
JANUARY 18, 2021
It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. Yet like many hotels, most hotel loyalty programs are homogenous.
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10 Inspiring B2B Loyalty Program Examples from Successful Companies
SmartKarrot
APRIL 20, 2022
From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. But, implementing these programs in Business-to-Business (B2B) environments can be a little different. The major difference is because of the businesses’ approach to the customers. .
How To: Use Loyalty Data to Power Customer Retention and Reactivation
Optimove
JUNE 22, 2020
This brand reduced CAC by 75% and customer churn by 32%, all while increasing average customer LTV by 12%. Using loyalty data to power customer retention and reactivation. Using Loyalty Data to Power Customer Retention and Reactivation. Using Loyalty Data to Power Customer Retention and Reactivation.
Amazon Prime, a loyalty program by any other name…
Forrester's Customer Insights
MAY 7, 2018
Now, Amazon Prime isn’t like other loyalty programs you see in the marketplace. A few weeks ago, Jeff Bezos revealed in the annual shareholder letter that Amazon Prime now has over 100M members. But even more noteworthy than its size is its revenue impact. In 2017, Amazon shipped more than $5B items through Prime.
Level Up Your Loyalty Marketing With Zero-Party Data
Forrester's Customer Insights
SEPTEMBER 14, 2022
Loyalty programs, rife with first-party data, are seemingly a salve to the challenges posed by the forces of data deprecation. But even loyalty marketers struggle to effectively collect and use data.
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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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The State of the Shopping Apps Report for 2022
Lumoa
MAY 19, 2022
Non-app related variables that impact customer experience. The Impact of Customer Satisfaction and Loyalty All ecommerce companies want customers that purchase products on a regular basis, are loyal to the brand, and share their experiences with their inner circles. Download the full shopping apps report to find out why.
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Avoid a “Copy/Paste” Mentality When Taking Your Loyalty Program Global
Forrester's Customer Insights
MARCH 30, 2018
The draw of loyalty programs and their potential for better savings and experiences is universal: Forrester’s data shows that nearly three-quarters of online adults in China, France, Germany, the U.K, belong to at least one loyalty program.
Chinese Enterprises Should Revamp Their Loyalty Programs
Forrester's Customer Insights
MARCH 10, 2015
Most of the Chinese marketers I spoke with for my latest customer loyalty research have built frequent-buyer programs that dish out lots of points and coupons but don''t do nearly enough to positively affect customer retention. Customer Insights'
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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How PCC Turned Its Undifferentiated Rewards Program Into A Loyalty And Engagement Driver
Forrester's Customer Insights
FEBRUARY 19, 2021
Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Programs like this saturate the market even when retaining customers and earning their loyalty is more important than ever. Does it sound familiar?
5 Things We Learned About The Untapped Potential Of Loyalty Programs To Improve CX
Forrester's Customer Insights
SEPTEMBER 10, 2018
we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Loyalty programs started 30 plus years ago in the airline industry, as a reaction to deregulation. In Episode 154 of CX Cast (subscribe!),
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.
How to improve the customer experience: Small business edition
Method:CRM
JULY 11, 2022
Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?
Marriott’s Bonvoy Boasts “Better” Loyalty, But Can It Deliver?
Forrester's Customer Insights
FEBRUARY 5, 2019
After more than two years of loyalty program limbo and “will they, or won’t they” debates, Marriott unveiled the name of its unified loyalty program: Bonvoy. For Marriott, the stakes […].
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Smarter Demos: Using Insightful Customer Analytics to Drive Loyalty
Oracle
APRIL 23, 2019
Rand, I hear that you have a customer insight retail analytics solution to show me. So this persona that we’re looking at right now is loyalty manager, but there are other personas available, and customers can build their own. What has driven customers back into our stores? How are they clicking?
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How customer success teams can improve customer retention with VOC?
SurveySensum
DECEMBER 22, 2022
A VOC program helps you achieve the following. Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program. Enhance customer experience . Actively listen to your customers . Well, its customers demanded it. .
Referral marketing software for the win: Our top 20 picks
BirdEye
NOVEMBER 20, 2023
Yotpo Yotpo leverages customer reviews to boost referral efforts. It offers features like visual marketing tools and loyalty program integration to enhance the customer experience. Genius Referrals Genius Referrals lets you craft referral programs to match your business and keep tabs on referrals spreading far and wide.
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64 The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live
Forrester's Customer Insights
JULY 15, 2019
And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn. Consumers are connected, empowered, and experimental.
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Prepare For 2023: Sharpen Your Loyalty Data Collection This Holiday Season
Forrester's Customer Insights
NOVEMBER 1, 2022
Use your loyalty program to collect consumer data and boost B2C sales this holiday season.
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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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Nike Is Setting The Standard For Omnichannel Loyalty In Every Industry
Forrester's Customer Insights
DECEMBER 20, 2019
As 2019 winds down, I’m getting more questions about what’s going to be new and next in loyalty in the coming year. Most marketers understand that earning loyalty is bigger than rewards programs and incentives, that it’s important to treat different customers differently.
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