Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. Starbucks ranked well above others in terms of being a “great loyalty program.” Customers need reassurance. This is another type of reassurance for customers.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

InMoment XI

DECEMBER 1, 2021

If a customer isn’t satisfied with the proposed exchange your loyalty program offers, they won’t buy in. For example, according to our CX Trends report , customers are less likely to share their info when a program only offers to make interactions easier, more efficient, or to deliver personalized recommendations.

Loyalty 260

Loyalty Marketing Loyalty Programs Customer relationships 260

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Implement a loyalty program : Reward loyal customers with discounts, free products, or upgrades to gamify the brand experience (and trigger dopamine!). Loyalty programs give customers a perceived return on their investment and reward them for their loyalty. But be careful with these programs.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. Intelligent Digitized Experiences Hotel guests expect an experience.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Retently

APRIL 5, 2024

The State of Self-Checkout Experiences report confirms this, revealing that about 42% of consumers prefer self-checkout for its undeniable speed and efficiency, and over half of the shoppers use self-checkout exclusively. By offering a variety of incentives, these programs encourage customers to deepen their engagement.

Retail 78

Retail Engagement Strategy Customer Experience 78

ShepHyken

OCTOBER 25, 2021

Reports and Data expect the global chatbot market to reach $10.08 Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

FEBRUARY 18, 2024

My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. As per a report by Forrester , by 2023 B2B businesses in the US is expected to contribute up to $1.8 What is a B2B Customer Loyalty Program? 10 B2B Loyalty Program Best Practices in 2022.

Loyalty Programs 10

Loyalty Programs B2B Loyalty Company 10

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

SurveySparrow

FEBRUARY 22, 2024

Analytics and Reporting: Gaining Insights into Customer Behavior We learned about the importance of personalization, and for that, you need to analyze the customer data. That’s where analytics and reporting features come into play. Advanced Analytics and Reporting SurveySparrow offers robust analytics and reporting capabilities.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Merkle

SEPTEMBER 16, 2022

Our Loyalty Barometer Report covers emerging loyalty topics and examines how consumer mindsets are shifting, so brands can ensure their loyalty strategies are current and relevant.

Loyalty 52

Loyalty Loyalty Programs Report Consumers 52

ShepHyken

SEPTEMBER 10, 2023

by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program. In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

BirdEye

NOVEMBER 20, 2023

The key benefits include: Centralized review management Multi-channel communication with customers Automated referral campaigns Integration with numerous CRM systems Comprehensive reporting and analytics 2. Ambassador Ambassador is a versatile platform that manages referral, affiliate, and influencer marketing programs all in one place.

Software 64

Software Marketing Multi-Channel e-support 64

Oracle

APRIL 15, 2021

Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. ” Modern customers seek modern loyalty programs. Modern loyalty programs are personal, seamless, and valuable to members.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. This article may give you some insights as to why.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

SurveySensum

JULY 7, 2023

Checkout Process Feedback Survey According to a report by the Baymard Institute on “Cart Abandonment Stats 2023”, it was found that the average cart abandonment rate is 69.9%, out of which 17% of the customers abandon because of a long and complicated checkout process. Did you encounter any difficulties with the checkout process?

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JULY 7, 2023

Checkout Process Feedback Survey According to a report by the Baymard Institute on “Cart Abandonment Stats 2023”, it was found that the average cart abandonment rate is 69.9%, out of which 17% of the customers abandon because of a long and complicated checkout process. Did you encounter any difficulties with the checkout process?

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

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. Per the 2017 Colloquy Loyalty Census, there are 3.8

Loyalty 117

Loyalty Loyalty Programs How To Retail 117

CX Journey

JUNE 29, 2017

Is that why, just in the past week, they've reported more store closings? 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. And it's odd that he believes what they've been doing has been working.

Loyalty Programs 135

Loyalty Programs Loyalty Customer Retention Retail 135

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs. Enhancing customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Lumoa

JANUARY 19, 2023

Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They also need to be able to make sense of them, build reports, and recommend actions.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

MAY 10, 2017

And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway? Loyalty means you’ve made an emotional attachment. True loyalty is based on shared values, positive emotional experiences and trust. What about those Loyalty Cards?

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

ShepHyken

OCTOBER 13, 2017

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. Did you catch Intelligence Report 2017? Loyalty programs shouldn’t exist in a vacuum.

Customer Centricity 73

Customer Centricity Loyalty Loyalty Programs Rewards Programs 73

SuiteCX

JULY 7, 2017

The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform. It’s designed to give brands visibility on their loyalty program impact in terms of share of wallet, customer segment profitability and loyalty program performance.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform. It’s designed to give brands visibility on their loyalty program impact in terms of share of wallet, customer segment profitability and loyalty program performance.

Loyalty 100

Loyalty Measurement Tools Data 100

Optimove

JUNE 29, 2023

Why it Matters : Brands can gain actionable insights to cultivate customer loyalty and increase consumer spending.

Loyalty 52

Loyalty Consumers Survey Loyalty Programs 52

ShepHyken

FEBRUARY 1, 2021

Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. You get an amazing report. PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers.

Customer Service 137

Customer Service Rewards Programs B2B Loyalty Programs 137

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Optimove

JANUARY 6, 2022

In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program. 63% are prepared to modify their spending habits to maximize the benefits of a loyalty program.

Loyalty Programs 62

Loyalty Programs Ecommerce Advertising Loyalty 62

ShepHyken

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58