Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

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

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

TechSee

JANUARY 7, 2020

Even though 61% of the telcos in question tried to retain their customers after they canceled their contracts — usually by offering a discount or an apology — their efforts were evidently unsuccessful. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. In this context, in-app NPS (Net Promoter Score) surveys prove to be essential tools.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. It’s not unusual for the very best programs to comprise 15%-30% of a business’s enterprise value.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer service has taught us that there is much more to a ‘transaction’ and customer success inevitably reduces customer effort, making it easier for customers to transact.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Lumoa

JANUARY 19, 2023

Set clear start and endpoints for your data collection efforts. In contrast, if you are running a specific campaign and need customer experience data for a limited time, then you should focus your efforts on that period. To calculate your CSAT score, divide the positive replies by the total number of responses, then multiply by 100.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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

Thematic

MARCH 27, 2024

Churn –  lost revenue, tarnished reputation, and wasted effort.  The Frustrating Interactions: Difficult website navigation, unresolved support issues, or unhelpful interactions with staff contribute to customer frustration and erode loyalty. Develop a churn risk scoring system that incorporates these findings.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

SurveySensum

DECEMBER 6, 2023

— Enter the Customer Health Score – the secret sauce that successful businesses swear by. It helps gauge your Customer Health Score, giving you insights into the heartbeat of your business relationships. But let’s first understand what is a customer health score. What is a Customer Health Score?

Effort Score 52

Effort Score Metrics Customer Satisfaction System 52

Blake Morgan

JUNE 7, 2023

However, the industry overall had a positive year, increasing 1% over 2021 for a score of 76. Best of the Fleet: Alaska Alaska Airlines earned the top spot in the competitive airline ACSI category after increasing its score by 8% from last year to a solid 81. The airline industry has faced a rocky road in the last few years.

Airlines 59

Airlines Customer Experience Data Effort Score 59

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Now, these legacy systems are showing the strain. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Points Bank.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. Improving the customer experience is a company-wide effort. Loyalty programs: Customers love to be appreciated. Implementing loyalty programs like stamps or discounts can boost the likelihood of customers coming back. Reward customer loyalty.

Customer Journeys 92

Customer Journeys Customer Experience How To Loyalty Programs 92

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Lumoa

NOVEMBER 21, 2023

The advantages of using AI in Customer Feedback Analysis At a glance, here’s how the use of AI has transformed customer feedback analysis and customer experience- Efficiency: AI tools can help companies efficiently categorize and analyze customer feedback data through an automated data processing system.

Analysis 208

Analysis Feedback Social Media Chatbots 208

BirdEye

MARCH 10, 2022

Customer experience management is the process of designing your customer experience so that it consistently exceeds the expectations of your customers and leads to more loyalty over time. While building a great customer experience might take time and effort, the return is well worth it. What is customer experience management?

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

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

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. NPS is a widely used metric for measuring customer loyalty and satisfaction. It assesses customer loyalty , which is closely linked to customer retention and advocacy. Bakery A and Bakery B competed to improve customer satisfaction.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

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

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. Limiting yourself to just the loyalty metric won’t provide you with a holistic view of your customer’s experience, you also need to focus on other metrics like customer effort, satisfaction, etc.

NPS 52

NPS Customer Experience Effort Score Metrics 52

SurveySensum

SEPTEMBER 6, 2023

On the other hand, advocates take brand loyalty to the next level. Be Transparent: Publish all reviews, even if not all are positive, alongside your Net Promoter Score to build trust. This approach not only gets you more reviews but also builds customer loyalty , enhances your online reputation, and attracts new customers.

NPS 52

NPS Brands Social Media Net Promoter Score 52

SurveySensum

JULY 6, 2023

Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Armed with this knowledge, they curate a collection that aligns with their values – enhancing their satisfaction and loyalty. 2. This can help you to make strong customer relationships, build loyalty and boost satisfaction.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

SurveySensum

JULY 6, 2023

Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Armed with this knowledge, they curate a collection that aligns with their values – enhancing their satisfaction and loyalty. 2. This can help you to make strong customer relationships, build loyalty and boost satisfaction.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

Pointillist

JUNE 15, 2018

Is Retention About Churn or Loyalty? Another source of confusion is that in some industries retention is synonymous with churn, while in others it goes hand-in-hand with loyalty. They integrate their in-house CRM system, customer support platform and data analytics to build a powerful and rich understanding of their customers. “We

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

SurveySensum

FEBRUARY 20, 2024

Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Test different approaches, gather insights, and iterate on your customer journey optimization efforts to drive continuous improvement. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Test different approaches, gather insights, and iterate on your customer journey optimization efforts to drive continuous improvement. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. Improving the customer experience is a company-wide effort. Loyalty programs: Customers love to be appreciated. Implementing loyalty programs like stamps or discounts can boost the likelihood of customers coming back. Reward customer loyalty.

Customer Journeys 52

Customer Journeys Customer Experience How To Loyalty Programs 52

Magellan Solutions

NOVEMBER 27, 2023

Leverage Technology Wisely A customer relationship management (CRM) system is like a superhero headquarters for customer information. These KPIs include response times, customer satisfaction scores, and resolution rates. Rewarding exceptional customer service involves celebrating their efforts, both big and small.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

SurveySensum

JULY 21, 2023

Strategically using surveys will empower your account management, sales, and success teams to optimize customer retention efforts and cultivate long-lasting relationships with your B2B clientele. If you have a strong base of promoters, it’s the perfect time to capitalize on their trust and loyalty. What do they achieve?

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

Kustomer

JANUARY 11, 2022

Improved Loyalty. Loyalty is about more than customer retention. Digitalizing all aspects of your business communications , including offering 24/7 customer service, is likely to improve loyalty and lead more customers to becoming brand ambassadors. Improved Conversion Rates. Image source: smartinsights.com.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

SurveySensum

MAY 19, 2023

Customer loyalty and satisfaction are crucial when it comes to banks. This is where Net Promoter Score (NPS) comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. This CX metric has the ability to gauge customer loyalty and predict business growth.

Banking 52

Banking NPS Industry Net Promoter Score 52

SurveySensum

JULY 13, 2023

Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business. Patience wearing thin, they finally reach the billing area, only to encounter a malfunctioning payment system. To assess the user-friendliness of your loyalty program.

Retail 52

Retail Survey Tools Customer Experience 52