Let’s take a look at 4 things cart abandoners are thinking and discuss how a loyalty program can actually change the way they perceive some of the issues that are causing them to flee: 1. Offering free shipping as a loyalty benefit is great news. MORE
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. Such fixed, one-dimensional frequent-buyer programs do not create deep connections between the brand and its target customers. To raise the maturity level of loyalty programs in the digital era, Chinese enterprises should: Read more. MORE
Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful customer loyalty program Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? MORE
based coalition loyalty program with eight partners, including Macy's, AT&T, Exxon Mobil and Rite Aid. These types of programs, which let consumers earn and redeem a single currency across multiple partners, are popular in other areas of the world, but coalitions have historically failed to gain traction in the United States. But any decent loyalty marketer knows enrollment doesn't tell the whole story. a fighting chance: Read more Categories: Loyalty programs. MORE
This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. So let’s take a look at some smart tactics that can help you earn their long-lasting loyalty! MORE
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” MORE
Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. MORE
It's harder than ever to earn your customers' loyalty. Many companies think they've solved this with a loyalty program, but the competition is stiff there, too. On average, consumers belong to eight loyalty programs -- the majority of which are ruled by points, discounts and financial rewards. And let's face it: These transactional benefits are more about increasing frequency and spend than influencing emotional loyalty and devotion to a company. MORE
I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies. Jamie has a wealth of practical knowledge on the topic having run global loyalty programs at JD Edwards and VMware and spent several years as an enterprise salesperson herself. Here are five of the less obvious items you can use to give your program a boost MORE
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work. Articles Customer input Journal Featured Customer Experience Engagement Loyalty Loyalty Programs MORE
In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Much has been made of customer apathy around loyalty programs in recent years. Perhaps customer loyalty programs simply haven’t evolved in the same way other business strategies have. MORE
Two: Mobile Loyalty Programs Work. An astounding 90 percent of smartphone users enrolled in mobile loyalty clubs have found them beneficial. Buyers love feeling like “part of the program.” Find out how group texting is assisting the shift to mobile-based loyalty programs. MORE
The retail landscape is crowded with loyalty programs giving consumers a plethora of points, discounts, and rewards-based memberships to choose from. In fact, the average American household holds memberships in 29 loyalty programs across the retail, financial services, and travel industries, but actively uses only about 12 of them, according to loyalty marketing research company Colloquy. Customer Loyalty homepage MORE
Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful customer loyalty program Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? MORE
A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers: Are the programs contributing to increased sales? MORE
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are. Articles Customer input Journal Featured Customer Experience Loyalty Loyalty Programs MORE
James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. Blog Featured Interview loyalty NPS NPS 101 retention surveys interview NPS basicsCustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. MORE
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. Loyalty is an emotion. MORE
After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too. Loyalty programs. customer loyalty. B2B marketing Customer Insights Loyalty programs customer loyalty MORE
For many businesses, one of the most significant benefits provided by a loyalty program is tracking the purchases made by individual customers over time. All marketers need longitudinal insight to see how their business is actually affected by the experiences their customers have with their products, but some business models won''t naturally provide that insight without a tool like a loyalty program. MORE
Here’s a look at how to target Millennials effectively through loyalty programs. However, they’re not attracted for the same reasons as the general population, which tends to value loyalty program discounts first and foremost. Stay on top of your competitor’s programs. MORE
But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The old business model might have worked when only a few very large brands had loyalty programs. The typical consumer is now a member of lots of programs. MORE
But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The old business model might have worked when only a few very large brands had loyalty programs. The typical consumer is now a member of lots of programs. MORE
You get to the front of the queue in your local store and the assistant asks for your loyalty card. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either. We’ve all been there. MORE
You get to the front of the queue in your local store and the assistant asks for your loyalty card. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either. We’ve all been there. MORE
Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers. However, real customer loyalty is created during one-on-one customer interactions between a customer and the people acting on the company’s behalf, either a sales representative or customer service agent , retail associate or other customer-facing employee. The post Do Customer Loyalty Programs Create Genuine Customer Loyalty? MORE
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. MORE
Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index. Starbuck’s loyalty ranks 5th out of […]. Customer experience Starbucks MORE
Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers. The post Do Customer Loyalty Programs Create Genuine Customer Loyalty? MORE
Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. How to Up Your Loyalty Program’s Game. MORE
For those who focus on retention, which it seems that Mr. Lampert is implying (he cites in one article that his turnaround is based on the new Sears loyalty program), there's more to it than offering loyalty programs. I shared a post on Twitter that Seth Godin wrote earlier this week about Training Customers , which I believe describes loyalty programs that retailers like Sears, Kohls, and JCPenney are using: When I get points, I'll use/buy. MORE
I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies. Here are five of the less obvious items you can use to give your program a boost MORE
It’s hard to imagine a world without loyalty programs. Retailers everywhere are jumping on the bandwagon, and for good reason. MORE
Instead of implementing a “loyalty” program that has nothing to do with loyalty (and everything to do with discounts), Van Belleghem says think instead about how you would treat your best friend if he or she became a client. Customer loyalty programmes…why bother! MORE
Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program. MORE
Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? it's really not that difficult This original article was written by Steve DiGioia. MORE
Part 1 – Traditional Loyalty is at a Cross-roads. Click to download The New Loyalty 3 part series. As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work. MORE
Eric is a call center manager who recently noticed an influx of calls about loyalty points. Watch this video to see how he pinpoints the reason why customers seem unhappy with the loyalty program and works to correct the issue. Meet Eric. To learn more about how call centers can put customer feedback to work, read our guide: 5 Reasons Why Store Operations Teams Can’t Ignore CX Data. MORE
We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. MORE
Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers. The post Do Customer Loyalty Programs Create Genuine Customer Loyalty? MORE
Customer loyalty programs are a great way to produce long-lasting relationships with customers. Popular sustainable fashion brand Everlane introduced a new spin on customer loyalty programs by opening a private instagram account and inviting a few of their most loyal customers. MORE
Along with "next guest, please" the phrase consumers most likely hear at a store is, "are you part of our loyalty program?" But while most companies have a loyalty program, many still struggle to pull actionable insights from the mountain of loyalty data they've collected. Customer Experience Customer Loyalty homepage MORE
Loyalty Programs Related Topics 
Customer Input
OCTOBER 17, 2013
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are. Articles Customer input Journal Featured Customer Experience Loyalty Loyalty Programs
Comm100
NOVEMBER 23, 2016
We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate.
ICC Decision Services
NOVEMBER 23, 2015
It’s hard to imagine a world without loyalty programs. Retailers everywhere are jumping on the bandwagon, and for good reason.
Customer Input
JANUARY 22, 2014
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work. Articles Customer input Journal Featured Customer Experience Engagement Loyalty Loyalty Programs
LiveChat
AUGUST 3, 2016
Let’s take a look at 4 things cart abandoners are thinking and discuss how a loyalty program can actually change the way they perceive some of the issues that are causing them to flee: 1. Offering free shipping as a loyalty benefit is great news.
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. Such fixed, one-dimensional frequent-buyer programs do not create deep connections between the brand and its target customers. To raise the maturity level of loyalty programs in the digital era, Chinese enterprises should: Read more.
Peppers and Rodgers
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. All marketers need longitudinal insight to see how their business is actually affected by the experiences their customers have with their products, but some business models won''t naturally provide that insight without a tool like a loyalty program.
Grade.us
MAY 9, 2017
Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program.
Think Customers
MARCH 18, 2015
The retail landscape is crowded with loyalty programs giving consumers a plethora of points, discounts, and rewards-based memberships to choose from. In fact, the average American household holds memberships in 29 loyalty programs across the retail, financial services, and travel industries, but actively uses only about 12 of them, according to loyalty marketing research company Colloquy. Customer Loyalty homepage
ShepHyken
NOVEMBER 2, 2016
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. Loyalty is an emotion.
Currency Alliance
MAY 9, 2017
But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The old business model might have worked when only a few very large brands had loyalty programs. The typical consumer is now a member of lots of programs.
Michelli Experience
MARCH 2, 2016
Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received.
Currency Alliance
NOVEMBER 22, 2016
But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The old business model might have worked when only a few very large brands had loyalty programs. The typical consumer is now a member of lots of programs.
Forrester's Customer Insights
MARCH 20, 2015
After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too. Loyalty programs. customer loyalty. B2B marketing Customer Insights Loyalty programs customer loyalty
Currency Alliance
MAY 21, 2017
You get to the front of the queue in your local store and the assistant asks for your loyalty card. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either. We’ve all been there.
ShepHyken
NOVEMBER 18, 2016
This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. So let’s take a look at some smart tactics that can help you earn their long-lasting loyalty!
MaritzCX
MARCH 6, 2013
I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies. Here are five of the less obvious items you can use to give your program a boost
Currency Alliance
DECEMBER 21, 2016
In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Much has been made of customer apathy around loyalty programs in recent years. Perhaps customer loyalty programs simply haven’t evolved in the same way other business strategies have.
Currency Alliance
NOVEMBER 21, 2016
You get to the front of the queue in your local store and the assistant asks for your loyalty card. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet. Fragmentation of customer loyalty programs doesn’t benefit merchants much, either. We’ve all been there.
MaritzCX
MARCH 6, 2013
I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies. Jamie has a wealth of practical knowledge on the topic having run global loyalty programs at JD Edwards and VMware and spent several years as an enterprise salesperson herself. Here are five of the less obvious items you can use to give your program a boost
Beyond Philosophy
JULY 19, 2017
Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. How to Up Your Loyalty Program’s Game.
MaritzCX
FEBRUARY 22, 2013
Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful customer loyalty program Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours?
MaritzCX
FEBRUARY 22, 2013
Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful customer loyalty program Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours?
Pretium Solutions
APRIL 24, 2012
Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers. The post Do Customer Loyalty Programs Create Genuine Customer Loyalty?
Pretium Solutions
APRIL 24, 2012
Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers. However, real customer loyalty is created during one-on-one customer interactions between a customer and the people acting on the company’s behalf, either a sales representative or customer service agent , retail associate or other customer-facing employee. The post Do Customer Loyalty Programs Create Genuine Customer Loyalty?
Steve DiGioia
NOVEMBER 2, 2015
Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? it's really not that difficult This original article was written by Steve DiGioia.
Forrester's Customer Insights
SEPTEMBER 10, 2015
based coalition loyalty program with eight partners, including Macy's, AT&T, Exxon Mobil and Rite Aid. These types of programs, which let consumers earn and redeem a single currency across multiple partners, are popular in other areas of the world, but coalitions have historically failed to gain traction in the United States. But any decent loyalty marketer knows enrollment doesn't tell the whole story. a fighting chance: Read more Categories: Loyalty programs.
Comm100
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.
Beyond Philosophy
JUNE 1, 2015
A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers: Are the programs contributing to increased sales?
Beyond Philosophy
MAY 10, 2017
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.”
Kayako
MAY 30, 2017
Instead of implementing a “loyalty” program that has nothing to do with loyalty (and everything to do with discounts), Van Belleghem says think instead about how you would treat your best friend if he or she became a client. Customer loyalty programmes…why bother!
CX Journey
JUNE 29, 2017
For those who focus on retention, which it seems that Mr. Lampert is implying (he cites in one article that his turnaround is based on the new Sears loyalty program), there's more to it than offering loyalty programs. I shared a post on Twitter that Seth Godin wrote earlier this week about Training Customers , which I believe describes loyalty programs that retailers like Sears, Kohls, and JCPenney are using: When I get points, I'll use/buy.
Experience Matters
APRIL 13, 2016
Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index. Starbuck’s loyalty ranks 5th out of […]. Customer experience Starbucks
ENGAGE.cx
MARCH 2, 2017
Part 1 – Traditional Loyalty is at a Cross-roads. Click to download The New Loyalty 3 part series. As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work.
Help.com
MARCH 14, 2016
Customer loyalty programs are a great way to produce long-lasting relationships with customers. Popular sustainable fashion brand Everlane introduced a new spin on customer loyalty programs by opening a private instagram account and inviting a few of their most loyal customers.
Clarabridge
NOVEMBER 23, 2015
Eric is a call center manager who recently noticed an influx of calls about loyalty points. Watch this video to see how he pinpoints the reason why customers seem unhappy with the loyalty program and works to correct the issue. Meet Eric. To learn more about how call centers can put customer feedback to work, read our guide: 5 Reasons Why Store Operations Teams Can’t Ignore CX Data.
CustomerGauge
APRIL 18, 2017
James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. Blog Featured Interview loyalty NPS NPS 101 retention surveys interview NPS basicsCustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews.
Michelli Experience
MARCH 11, 2016
Two: Mobile Loyalty Programs Work. An astounding 90 percent of smartphone users enrolled in mobile loyalty clubs have found them beneficial. Buyers love feeling like “part of the program.” Find out how group texting is assisting the shift to mobile-based loyalty programs.
Forrester's Customer Insights
FEBRUARY 20, 2015
It's harder than ever to earn your customers' loyalty. Many companies think they've solved this with a loyalty program, but the competition is stiff there, too. On average, consumers belong to eight loyalty programs -- the majority of which are ruled by points, discounts and financial rewards. And let's face it: These transactional benefits are more about increasing frequency and spend than influencing emotional loyalty and devotion to a company.
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