Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Non-purchase touchpoints might include your customers: mentioning your brand in a positive way on social media.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The points can help cover up some inconsistencies, add gamification dynamics to the relationship, and help in keeping score. Rewarding non-transactional touchpoints increases the customer’s lifetime value.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Pointillist

JULY 5, 2019

But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses. And before even considering your request for increased resources, your CFO wants you to show the ROI of your customer experience initiatives. Here are two reasons why: 1.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their reward catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their redemption catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Emotional loyalty: add incentives along many touchpoints in customer journeys. In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

OCTOBER 29, 2019

At a business level, this is because they breed short-sighted reporting, drawing undue attention to the immediate transactional relationship, rather than the long-term value of a customer relationship across multiple touchpoints. Second, emotional loyalty involves rewarding your customers for many more touchpoints than just purchases.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Chattermill

SEPTEMBER 8, 2019

In this example, customers get a clear CTA, specifically sending them to review their hotel experience on TripAdvisor. Instead, make a point of asking for feedback at specific touchpoints where customers are likely to be satisfied. Add calls-to-action on confirmation pages, in follow-up emails, and product pages. Respond to Reviews.

Social Media 45

Social Media Effort Score Feedback Survey 45

Chattermill

SEPTEMBER 8, 2019

In this example, customers get a clear CTA, specifically sending them to review their hotel experience on TripAdvisor. Instead, make a point of asking for feedback at specific touchpoints where customers are likely to be satisfied. Add calls-to-action on confirmation pages, in follow-up emails, and product pages. Respond to Reviews.

Social Media 40

Social Media Effort Score Feedback Survey 40

Currency Alliance

JUNE 11, 2019

Granted, such efforts have underpinned the early successes of neobank startups. In 2017, Santander began an effort to move away from ‘big, molasses segments, like first-time house buyers’ and instead ‘reach people at specific parts of the customer journey with content that ‘was exactly relevant to them at the time’.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year. Hybrid points programs.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SmartKarrot

APRIL 23, 2020

Customer Success vs Customer Experience: The Difference Between the Journey and the Destination : Customer experience concentrates on touchpoints, while customer success focuses on the end game. What is your mood as you settle into your hotel, meet the locals, and explore the food and culture? How CS and CX Works Together.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10