Loyalty Programs Don’t Drive Loyalty; Customer Experience Does

Customer Input

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

5 Awesome Customer Loyalty Program Ideas You Should Try

Comm100

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.

Trending Sources

Customer Experience 2016: Is It Time to Rethink Your Loyalty Program?

ICC Decision Services

It’s hard to imagine a world without loyalty programs. Retailers everywhere are jumping on the bandwagon, and for good reason.

Tapping into the Loyalty Program for Glowing Online Reviews

Grade.us

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.

Loyalty Programs Don’t Drive Loyalty (Part 2): Why?

Customer Input

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

Do Customer Loyalty Programs Create Genuine Customer Loyalty?

Pretium Solutions

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?

Loyalty Programs Provide "Longitudinal Insight"

Peppers and Rodgers

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.

Chinese Enterprises Should Revamp Their Loyalty Programs

Forrester's Customer Insights

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.

Amex, Macy's, and Rite Aid Take a Stab at a Multi-Brand Loyalty Program

Think Customers

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

Five Ways to Create Customer Loyalty

ShepHyken

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.

Let’s shape the future of loyalty programs

Currency Alliance

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day.

How to Create a Successful Customer Loyalty Program

Michelli Experience

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.

Getting real value from loyalty programs

Currency Alliance

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.

How to Create A Successful Customer Loyalty Program

Michelli Experience

Getting real value from loyalty programs

Currency Alliance

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.

B2B Marketers: Borrow From B2C Loyalty Tactics To Deepen Business Relationships

Forrester's Customer Insights

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

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Build the Right Customer Loyalty Program

QuestionPro Audience

For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. But with so many different loyalty programs out there, how do you know which one is best for you (and your customers!)? Customer Experience Customer Loyalty

Guest Blog: How Retailers Can Earn Millennial Moms Loyalty

ShepHyken

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!

Ending apathy around customer loyalty programs

Currency Alliance

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.

5 Tips For Engaging Sales In Your Customer Loyalty Program

MaritzCX

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

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Making the most of customer loyalty programs

Currency Alliance

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.

Ending apathy around customer loyalty programs

Currency Alliance

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.

5 Tips For Engaging Sales In Your Customer Loyalty Program

MaritzCX

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

B2B 2

Guest Post: The Future of Customer Loyalty Mimics the Past – Customer Centricity Says It All

ShepHyken

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. That’s what your loyalty program should do. – Shep Hyken. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty. So, what’s the future of brand loyalty? The report indicated that loyalty program members aren’t always interested in discounts.

Building A Customer Loyalty Program That Really Works By “Engaging” Sales

MaritzCX

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?

B2B 2

Building A Customer Loyalty Program That Really Works By “Engaging” Sales

MaritzCX

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?

B2B 2

Revealed: How To Make Loyalty Easy

Beyond Philosophy

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.

Do Customer Loyalty Programs Create Genuine Customer Loyalty?

Pretium Solutions

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?

5 Top Customer Service Articles For the Week of November 13, 2017

ShepHyken

CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. Salesforce CEO Marc Benioff: ‘Loyalty is dead.’ Benioff commented that “Loyalty is dead.”

Do Customer Loyalty Programs Create Genuine Customer Loyalty?

Pretium Solutions

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?

Here’s How to Keep Customers Coming Back for More

Steve DiGioia

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.

15 Customer Retention Strategies for Long-Term Customer Loyalty

Comm100

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.

Coalition Loyalty In The US Shows "Plenti" of Promise

Forrester's Customer Insights

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.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

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?

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How Loyal Are Starbucks Customers?

Experience Matters

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

11 TED Talks to Inspire Better Customer Support

Kayako

Instead of implementing a “loyaltyprogram 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!

Are Loyalty Cards Dead?

Beyond Philosophy

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.”

8 Tips To Improve Customer Engagement in 2016

Help.com

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.

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The New Loyalty – Measuring Brand Stickiness (part 1 of 3)

ENGAGE.cx

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.

CX Journey™ Musings: We Have All the Customers We Could Want!

CX Journey

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.