INDUSTRY INSIGHTS YOUR PEERS ARE READING
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
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
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
When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” So why do we bother with customer loyalty programs at all? 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
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
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
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. One is a discount or perks program. Another is a relationship program. 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
When customers become disenchanted, their loyalty is jeopardized. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. Each with their own, branded customer loyalty program. Is the loyalty program App secure? 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
Astute watchers of changes in the loyalty marketing world (we include you gentle reader) will have noticed some important developments that are still to reach their ‘tipping point’. The general trend to replace physical loyalty cards is part of it, as we see e-wallets that store our cards. Less fuss, less taps, less to remember when collecting loyalty points while shopping, less friction. MORE
The post A Loyalty Program Doesn’t Loyalty Make {Infographic} appeared first on Joseph Michelli. Customer Experience customer loyalty loyalty program__. Joseph A. Michelli, Ph.D. MORE
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. MORE
Now, Amazon Prime isn’t like other loyalty programs you see in the marketplace. A few weeks ago, Jeff Bezos revealed in the annual shareholder letter that Amazon Prime now has over 100M members. But even more noteworthy than its size is its revenue impact. In 2017, Amazon shipped more than $5B items through Prime. For […]. age of the customer 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
Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. also has no loyalty program. 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
we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Loyalty programs started 30 plus years ago in the airline industry, as a reaction to deregulation. In Episode 154 of CX Cast (subscribe!), Here are 5 things I learned during our conversation: Airlines started it. Without strict […]. age of the customer 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
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
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 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
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
Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend. But loyalty isn’t just about the purchase — or at least […]. B2C marketing customer emotion emotion loyalty b2c marketing customer loyalty Marketing MORE
The draw of loyalty programs and their potential for better savings and experiences is universal: Forrester’s data shows that nearly three-quarters of online adults in China, France, Germany, the U.K, belong to at least one loyalty program. and U.S. In response to this intercontinental consumer interest, marketers are certainly not shying away from the challenge [… MORE
How many customer loyalty programs do you belong to? customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year. You need a better way to create a loyalty program that your customers care about. 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
As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. Liquidity loyalty trends Customer welfare collaboration loyalty programs 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
Loyalty Programs Related Topics QuestionPro Audience
AUGUST 31, 2017
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
AskNicely
AUGUST 22, 2018
How many customer loyalty programs do you belong to? customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year. You need a better way to create a loyalty program that your customers care about.
Kayako
FEBRUARY 14, 2018
When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” So why do we bother with customer loyalty programs at all?
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.
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
Beyond Philosophy
JUNE 11, 2015
Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. also has no loyalty program.
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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.
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.
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
Michelli Experience
MAY 31, 2018
The post A Loyalty Program Doesn’t Loyalty Make {Infographic} appeared first on Joseph Michelli. Customer Experience customer loyalty loyalty program__. Joseph A. Michelli, Ph.D.
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Customers That Stick
SEPTEMBER 18, 2014
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.
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
Currency Alliance
NOVEMBER 7, 2017
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.
Currency Alliance
NOVEMBER 29, 2017
As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. Liquidity loyalty trends Customer welfare collaboration loyalty programs
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. 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.
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.
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.
SuiteCX
MARCH 2, 2018
Astute watchers of changes in the loyalty marketing world (we include you gentle reader) will have noticed some important developments that are still to reach their ‘tipping point’. The general trend to replace physical loyalty cards is part of it, as we see e-wallets that store our cards. Less fuss, less taps, less to remember when collecting loyalty points while shopping, less friction.
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
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?
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?
Forrester's Customer Insights
OCTOBER 15, 2018
Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend. But loyalty isn’t just about the purchase — or at least […]. B2C marketing customer emotion emotion loyalty b2c marketing customer loyalty Marketing
Think Customers
APRIL 13, 2016
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
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. The post Do Customer Loyalty Programs Create Genuine Customer Loyalty?
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.
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.
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
MAY 7, 2018
Now, Amazon Prime isn’t like other loyalty programs you see in the marketplace. A few weeks ago, Jeff Bezos revealed in the annual shareholder letter that Amazon Prime now has over 100M members. But even more noteworthy than its size is its revenue impact. In 2017, Amazon shipped more than $5B items through Prime. For […]. age of the customer
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.
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?
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?
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.
Forrester's Customer Insights
SEPTEMBER 10, 2018
we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Loyalty programs started 30 plus years ago in the airline industry, as a reaction to deregulation. In Episode 154 of CX Cast (subscribe!), Here are 5 things I learned during our conversation: Airlines started it. Without strict […]. age of the customer
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
Forrester's Customer Insights
MARCH 30, 2018
The draw of loyalty programs and their potential for better savings and experiences is universal: Forrester’s data shows that nearly three-quarters of online adults in China, France, Germany, the U.K, belong to at least one loyalty program. and U.S. In response to this intercontinental consumer interest, marketers are certainly not shying away from the challenge […
One Millimeter Mindset
OCTOBER 22, 2018
When customers become disenchanted, their loyalty is jeopardized. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. Each with their own, branded customer loyalty program. Is the loyalty program App secure?
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