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.

Loyalty 100

Loyalty Measurement Tools Data 100

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.

Loyalty 100

Loyalty Measurement Tools Data 100

Lumoa

JUNE 30, 2022

The research on customer experience value speaks for itself: Research from Dimension Data reports that 84% of companies who invest in customer experience report seeing an increase in revenue and 92% of them see an increase in customer loyalty. More money and company investments are directed towards customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Maru/HUB

MAY 14, 2018

Last year’s webinar we held revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme. Those that do are reaping the rewards in terms of customer advocacy, loyalty and spend. Don’t let your competitors overtake you in the customer experience race.

ROI 49

ROI Customer Experience Competitive Advantage Financial 49

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.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

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.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Higher growth, with sustained upward trends, result from customer-aligned organizations. 24 Ways to Boost 2024 CX ROI. Longer sales cycles due to distrust.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

GetFeedback

SEPTEMBER 24, 2019

A successful program leads to higher return rates, fewer churns, and more loyal customers. . Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). .

How To 150

How To ROI Policies Analysis 150

PK

JULY 1, 2020

Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. The post Mine your data before you change your loyalty program appeared first on PK. By one metric—retention rate—the retailer’s program was still successful. But while […].

Loyalty Programs 81

Loyalty Programs Loyalty Data Retail 81

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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." roi loyaltyprogram' There’s more… To read the rest of this blog posting click here.

Loyalty Programs 60

Loyalty Programs Loyalty ROI Customer Insights 60

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. But what exactly is the return? This couldn’t be more inaccurate.

ROI 40

ROI Measurement Customer Experience Effort Score 40

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

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. Value Chain Solution to VoC ROI.

ROI 54

ROI Feedback Survey Financial 54

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

NobelBiz

APRIL 30, 2024

Personalization of Customer Interactions AI systems analyze customer data, including past interactions, preferences, and behaviors, to tailor the communication to individual needs. This personalized approach makes customers feel recognized and valued, which can enhance loyalty and satisfaction.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

Personalization of Customer Interactions AI systems analyze customer data, including past interactions, preferences, and behaviors, to tailor the communication to individual needs. This personalized approach makes customers feel recognized and valued, which can enhance loyalty and satisfaction.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

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.

Loyalty 40

Loyalty Analytics Loyalty Programs Travel 40

GetFeedback

MAY 9, 2019

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Strategy 277

Strategy Customer Experience How To Analysis 277

Seaton CX

MAY 16, 2024

In this article, I’ll explain what a customer journey map is, why it’s important, and how to use DARMA to create a compelling customer journey map, discover deep customer insights, and spark customer-centric change in your organization. Table Of Contents What is a Customer Journey Map?

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Alida

SEPTEMBER 26, 2018

According to Gartner , 67 percent of companies compete mostly or completely on customer experience, and 81 percent expect to do the same in two years. Companies that adopt the customer experience path need to start by answering the question, ‘Who is the customer?’” Strategy 2: Sell more to your existing customers.

Customer Insights 408

Customer Insights Customer Journeys How To Strategy 408

Experience Matters

SEPTEMBER 11, 2017

The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

NPS 267

NPS Net Promoter Score Report B2B 267

Happy or Not

DECEMBER 7, 2023

To succeed, you need valuable insights that go beyond the usual customer feedback. That’s where non-buyer customer feedback comes into play. For most companies, customer insights are a goldmine waiting to be tapped. Here’s how.

Feedback 36

Feedback How To Social Media Multi-Channel 36

ijgolding

JUNE 9, 2015

Question 4 – On a scale of 1 to 10 (1 being not at all and 10 being extremely), how well do you adopt customer-centricity and how accountable are you? COMPETENCY 3 – VOC, Customer Insight and understanding. An organisation that has customer insights and a deep understanding of the Voice Of the Customer (VOC).

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

BirdEye

NOVEMBER 20, 2023

It offers customizable campaigns, real-time tracking, and powerful analytics, helping businesses to identify key influencers and track ROI. 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.

Software 62

Software Marketing Multi-Channel e-support 62

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. The major difference is because of the businesses’ approach to the customers. . Let’s start with understanding what the B2B loyalty program is and how it works. Like what you are reading?

Loyalty Programs 11

Loyalty Programs B2B Loyalty Examples 11

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Is this your case?

Technology 194

Technology Analysis Data Consumers 194

Centercode

JANUARY 22, 2021

And (for the reasons we listed above) it continues to surprise and delight them, earning brand loyalty, more revenue, and market influence. They all revolve around your customers. Customer insights are the driving force behind better-decision making, from driving your roadmap to focusing your engineering efforts where it counts.

How To 59

How To Roadmap User Experience Return on Investment 59

Optimove

MAY 4, 2023

This will power engagement, generate effective conversion, and help foster long-term loyalty. Geo- targeting is when a business specifies the location(s) they want their campaigns to ship, considering richer, deeper customer insights such as past-purchase behavior. around a brick-and-mortar store). And geo-conquesting?

Video 52

Video Social Media Connections Comparison 52

Alliance by IFS

OCTOBER 18, 2019

The Right Field Service Management Solution Yields Long-term, Recurring ROI. According to an ROI study we conducted here at Astea, service leaders who aren’t investing in field service management ( FSM) software could be missing out on a revenue opportunity of $205,335 ? just in the first year of deployment.

Software 75

Software Self Service Multi-Channel ROI 75

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.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

BirdEye

MARCH 9, 2021

From there, businesses aim to deliver positive experiences that delight those new customers to drive acquisition and brand loyalty. You’re getting more people in the door, creating better experiences, and this boosts loyalty – turning customer delight into revenue. True Actionable Customer Insights.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Alliance by IFS

OCTOBER 17, 2019

The Real ROI of Transforming Your Customer Experience Strategy. In the new era of evolved customers, the status of your brand is no longer enough. Today’s customers demand truly personalized experiences. Customer experience is no longer an option but rather a significant source of revenue.

Omni-Channel 50

Omni-Channel Self Service ROI Customer Satisfaction 50

InMoment XI

NOVEMBER 15, 2023

It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business. By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324