Oracle

APRIL 8, 2021

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Episode 9 explored the role of loyalty marketing programs with my special guest, Clay Walton-House, Managing Director, Integrated Loyalty Solutions at PK. Loyalty programs are more popular than ever.

Loyalty Programs 52

Loyalty Programs Loyalty Customer relationships Customer Experience 52

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Magellan Solutions

SEPTEMBER 27, 2023

Stick around if you’re ready to unlock the magic of customer loyalty and reap the rewards of inbound support services. The Impact of Inbound Support on Customer Loyalty Service excellence is the foundation of customer loyalty. This example shows how helpful inbound support is in increasing client loyalty.

Loyalty 52

Loyalty Loyalty Programs Call Center Customers 52

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). Big brands—ones with resources and manpower—were ahead of the game.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

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. Loyalty Programs. White Papers.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Steve DiGioia

MAY 1, 2023

Great Service Can Be Expensive Providing excellent service requires a significant investment of time and resources. Great Service Doesn’t Necessarily Translate Into Loyalty While excellent service can make customers feel appreciated and valued, it doesn’t guarantee loyalty.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. Loyalty is more than points.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

Lumoa

MAY 19, 2022

The Impact of Customer Satisfaction and Loyalty All ecommerce companies want customers that purchase products on a regular basis, are loyal to the brand, and share their experiences with their inner circles. Loyal customers can result in more referral sales and a higher loyalty program subscription rate.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. Here are my top five picks from last week.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Thank you MattsenKumar!).

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. Here are my top five picks from last week.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

InMoment XI

DECEMBER 22, 2022

In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises. You will thank us later throughout the process! Step #2: Listen To Your Customer s. Over the years, listening to customers has dramatically evolved.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Onboarding a new customer can consume a lot of time and resources.

Loyalty 88

Loyalty Handbook Loyalty Programs Consulting 88

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Absolutely!

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. How to Make Loyalty a New Business Line for your Brand? And here’s another term to consider: generative loyalty.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

SmartKarrot

JUNE 2, 2022

The global loyalty program market stood at approximately $181 Billion in the year 2019. There is an increase in the number of organizations allocating their marketing spending on loyalty programs. There is an increase in the number of organizations increasing their marketing spending on loyalty programs.

Loyalty Programs 10

Loyalty Programs B2B Loyalty Video 10

InMoment XI

SEPTEMBER 12, 2023

When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs. By reallocating resources like staff, time, or budget, you can turn these weaknesses into new strengths.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. My Comment: Most loyalty programs are marketing programs.

Customer Service 60

Customer Service B2B Loyalty B2C 60

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. TechBullion) A loyalty program can be a great way to build customer loyalty and improve your business’s bottom line explains Fred Auzenne.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? Here are my top five picks from last week.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

NICE inContact

AUGUST 1, 2019

Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results. This is critical, because unhappy customers inflict a high price, they: Result in fewer, or no, repeat sales Cost more to service – more time, resources and escalated calls.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. My Comment: Next on our top 5 is a list of why your loyalty program might need an update.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. Here are my top five picks from last week.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Customer Service 73

Customer Service Loyalty Programs Loyalty Sales 73

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more.

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

CSM Magazine

SEPTEMBER 4, 2019

The only way to make this happen is to continuously convert prospects into customers or secure the loyalty of existing customers that repeatedly avail the business’ products or services. A customer loyalty program is a business move designed to encourage recurring purchases. Offer first time-purchase discounts.

Loyalty 55

Loyalty Loyalty Programs Social Media Advertising 55

CX Journey

OCTOBER 24, 2018

It's a smart use of your resources to invest in the mobile version of your site. Start a Loyalty Program Loyal customers are five times as likely to buy from you again and more likely to forgive an error on your part. Building loyalty takes time and commitment.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237