Currency Alliance

NOVEMBER 15, 2021

Commercetools partners with Currency Alliance to enable loyalty marketing in the age of composable commerce. Every company strives to build loyalty among its customers, but the methods to achieve the never-ending pursuit of loyal customers can vary widely. Furthermore, 91% of consumers want to be recognized.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. All your data is encrypted to be private and secure.

Loyalty 78

Loyalty Brands Loyalty Programs Multi-Channel 78

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

BirdEye

MARCH 4, 2024

How drip marketing works Drip campaigns vs. nurture campaigns 6 benefits of drip campaigns 9 types of drip campaigns to try Reasons to use drip campaigns How to set up a drip campaign Drip campaign best practices Drip campaign examples and ideas by industry Drip marketing FAQs Become a drip marketing master with Birdeye What is a drip campaign?

Marketing 111

Marketing How To Multi-Channel Tips 111

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. If you want a more technical description of headless loyalty, read our previous article on the topic here. This article has three sections.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

AWS Machine Learning

JANUARY 12, 2023

Using human interpreters for translation support is expensive, and infeasible since chats need real-time translation. In this post, we demonstrate how to link Salesforce and AWS in real time and use Amazon Translate from within Service Cloud. Deploy resources using the AWS CDK. Solution overview. There are two personas.

Omni-Channel 77

Omni-Channel Multi-Channel Resources Policies 77

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Using these links, I have customized survey questions based on individual user interactions and behaviors, yielding more specific and actionable insights. This helped me to have higher engagement and increased response rates.

NPS 52

NPS Survey Data Case Study 52

NICE inContact

MARCH 27, 2018

For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding edge.” Customer-facing AI is evolving rapidly and is often industry or use case specific. A major conversational shift around artificial intelligence (AI) occurred in 2017.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Currency Alliance

DECEMBER 11, 2023

As everyone knows in the loyalty industry, entering into new commercial agreements with partners can be a very time-consuming effort. First, there are the commercial discussions. This is a major opportunity cost for every loyalty program. This is a major opportunity cost for every loyalty program.

Loyalty 52

Loyalty Loyalty Programs Brands Course 52

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. Large brands with their own loyalty program typically invest heavily to integrate the loyalty platform into one or more POSs, but for smaller and medium-sized companies, this is often out of reach in terms of cost and technical complexity.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. This is really important, because the lifetime value of a customer that reaches a reward soon after joining a loyalty program, or if one sees they are making good progress towards something aspirational, is typically dozens of times higher.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 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

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

CustomerSuccessBox

APRIL 3, 2022

This content can then be used to inform them, answer their queries, and perhaps persuade them to upgrade to a more advanced version. The email alone may improve customer loyalty by making them feel important. Customer onboarding provides the ideal opportunity to make a lasting first impression. Hi First Name Yuppi!!

Customer Success 52

Customer Success Video Customers Meeting 52

TechSee

JANUARY 24, 2019

Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Live video chat support. Examples are advice on color matching, feature comparisons or style recommendations.

Video 141

Video Contact Center Financial Call Flow 141

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. That means the points have economic value, and can be used to cover the entire purchase amount, or combined with cash to settle the payment obligation.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

NobelBiz

APRIL 23, 2024

This shift towards automation not only streamlines operations but also reallocates valuable agent time towards more complex cases where human negotiation skills are crucial. The result is a more efficient use of resources and a higher overall success rate in debt collection. With NobelBiz Omni+ you don’t just make or take calls.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Comm100

NOVEMBER 13, 2022

What’s more, 90% of Americans use customer service to decide whether or not to do business with a company. Customers have come to expect support wherever they are online and using any device, and organizations have needed to expand their digital reach to keep up. The convenience of live chat starts with its digital nature.

Tools 181

Tools Customer Service Tips Omni-Channel 181

SurveySensum

NOVEMBER 28, 2023

NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. Step 3: Address critical issues first that impact a large number of customers. Look for recurring themes or sentiments.

Automotive 52

Automotive NPS Feedback Case Study 52

Kustomer

FEBRUARY 19, 2024

Now once these tickets are created, Freshdesk auto-assigns it to the appropriate agents based on their workload, expertise, or other predefined criteria — using the ‘Ticket Dispatch’ feature. A key feature that sets Zendesk apart is its use of ‘ Macros ,’ pre-defined responses to common customer questions. Request Live Demo. ?

Self Service 52

Self Service Software Knowledge Base Social Media 52

AWS Machine Learning

FEBRUARY 29, 2024

OpenSearch uses a probabilistic ranking framework called BM-25 to calculate relevance scores. By using user interaction data such as clicks, likes, and purchases, businesses can improve search relevancy to capitalize on this traffic and reduce instances of users abandoning their sessions due to difficulties in finding the desired items.

e-support 88

e-support Resources Comparison Data 88

ProProfs Chat

JUNE 26, 2020

Learn the commonly used customer service and support lingo. An agent interaction begins with the first reply an agent sends a customer query. Application Program Interface (API). Application Programming Interface (API) is a combination of various protocols, tools, and codes. Average First Response Time.

Customer Service 119

Customer Service e-support Net Promoter Score Multi-Channel 119

AWS Machine Learning

OCTOBER 5, 2022

Beyond the financial impact, ATOs damage the customer experience, threaten brand loyalty and reputation, and strain fraud teams as they manage chargebacks and customer claims. Many companies, even those with sophisticated fraud teams, use rules-based solutions to detect compromised accounts because they’re simple to create.

Training 70

Training Metrics Data Examples 70

NobelBiz

FEBRUARY 14, 2023

One of the many approaches to achieve a 360-degree customer view is using a CRM system. Moreover, contact centers can use feedback, such as surveys and reviews, to gain insight into customers’ preferences and disinclinations about their interactions with the company, and take steps to redress the issues.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Currency Alliance

DECEMBER 7, 2021

I heard it once, two weeks ago at a loyalty conference in London. Loyalty trends were being discussed, as well as what had been hot topics in prior years – some of which just faded away as fads. So, I’ve decided it is of little practical use to tell a huge and diverse industry what trends will play out over the next 12 months.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

VDS

OCTOBER 2, 2023

With Genesys Cloud CX, you can enjoy a rich mix of platform APIs and native features that allow you to create innovative experiences for both customers and employees. Some of the advantages of using Genesys Cloud CX include: 90% first-call resolution: Improved customer satisfaction due to the efficiency of the platform.

How To 52

How To Customer Journeys Contact Center Analytics 52

SurveySparrow

MARCH 1, 2024

Customer feedback software and social media listening tools are the ones that mostly use this. As the name indicates, sentiment analysis tools are used to understand the emotional tone within a text. Nowadays, they use ML and AI to train the tool to identify hidden emotions. What Are Sentiment Analysis Tools?

Analysis 59

Analysis Tools Social Media Software 59

SurveySparrow

NOVEMBER 1, 2020

For which we use online survey tools and software. SurveyMonkey’s website says that more than 20 million questions are answered every day by people using their software. . Using SurveyGizmo , businesses can make informed decisions thanks to the customer feedback that it helps you get with relative ease.

Comparison 59

Comparison Survey Net Promoter Score Analysis 59

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Loyalty Rules Engine. Campaign Management. Points Bank.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

CSM Magazine

DECEMBER 12, 2019

Human nature drives us to select the path of least resistance. If an interactive voice response (IVR) system is difficult to use, customers either hang up or zero out to an agent, raising inbound call volume and prolonging average handle time. Variability in call arrival patterns in most cases can be attributed to these events.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Oracle

OCTOBER 19, 2020

The Nexus Award for Best CX Ecosystem honors an organization that architects a connected CX ecosystem with a CRM, third-party cloud apps, or API integration. In the first three months using the platform for rental management at two complexes, Luggo generated more than 3,300 leads resulting in 97% of apartment units becoming filled.

Connections 47

Connections Strategy Self Service Average Handle Time 47

Avaya

JULY 22, 2019

Organizations at the forefront of their respective industries have invested in not only pushing out new products, but ensuring those products and services are more customized and easier-to-use. Those organizations have secured their customers’ loyalty and earned themselves a sustainable customer engagement model.

Customer Experience 77

Customer Experience Customer Journeys Customers Chatbots 77

ProProfs Chat

APRIL 3, 2020

The data obtained by these surveys provide useful insights that support decisions. The results are largely related to the customer’s happiness and loyalty. The online customer satisfaction survey is a simple way to gauge brand loyalty and customer retention. Some of the important features are: Ready-to-use survey templates.

Customer Satisfaction 69

Customer Satisfaction Survey Social Media Feedback 69

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

SurveySparrow

JUNE 15, 2023

You can create action items to resolve and track the cases inside the SurveySparrow platform itself. Use transactional NPS to gauge the customer’s satisfaction after their recent interaction with your brand. There are several payment gateways that you can use from ZohoDesk to receive payments.

Customer Experience 52

Customer Experience Effort Score Self Service Hospitality 52