delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SurveySensum

JULY 11, 2023

It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. Consistency Across All Touchpoints Yes, the secret sauce that ties everything together is – CONSISTENCY. One good strategy to boost customer loyalty is – the REWARDS program.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Currency Alliance

JUNE 11, 2019

Banks have been in and out of rewards programs for decades – but their focus ebbs and flows depending on the economic cycle as well as the regulatory framework. Compounded in Europe by the slashing of interchange fees, banks have been left with reduced margins from which to carve out rewards value[v]. More money, fewer monies.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JUNE 16, 2020

Loyalty had evolved into a fairly segregated marketing function, but many of this years’ entries were more comprehensive, loyalty-enabled marketing programs. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Kitewheel

MARCH 25, 2019

For example, many retailers send a welcome email after you sign up for their rewards program. Instead of making people wait to use a discount code, let them use a new-member reward right away in the store simply by being connected to their account. Measure ROI across interactions.

ROI 76

ROI Hotels Customer Journeys Retail 76

Currency Alliance

OCTOBER 29, 2019

Such ‘loyalty’ programs today are actually just rewards programs: ‘you do this and I will do that.’ This is normally in the form of static rules which apply a flat 1%+/- reward across the board. Second, emotional loyalty involves rewarding your customers for many more touchpoints than just purchases.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

FEBRUARY 10, 2020

Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app. As a result, the supermarket’s NPS has gone up and up.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52