Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

Retail 54

Retail Brands Fashion 2017 54

BirdEye

NOVEMBER 20, 2023

This strategy transforms satisfied customers into brand champions who actively refer new business. Thanks to smart referral marketing software tools, it’s now easy to implement referral programs that drive results. Post Affiliate Pro Post Affiliate Pro is designed for businesses running affiliate programs.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

BirdEye

JULY 14, 2023

Loss of credibility: Incentivized reviews without proper disclosure, of course, can undermine overall consumer trust in the brand. For example, back In 2017, UrthBox had an F rating on the official Better Business Bureau website. Both can lead to severe penalties and potentially damage your brand’s reputation.

Social Media 95

Social Media Exceptional Customer Service Loyalty Programs Feedback 95

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. By the way, did you know that Lumoa’s analytics is powered by AI? Customer churn is the opposite of retention.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Beyond Philosophy

APRIL 18, 2017

Most people would choose (A), and in fact that’s been the trend with brands over the past few years. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

SurveySensum

JULY 10, 2023

It includes all interactions between customers and retail staff, aiming to enhance satisfaction, build loyalty, and foster a positive brand image. Does your in-store have a well-organized store layout, interactive displays, and signage for easy navigation? Now let’s look at the best practices. How to do that?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others.

Hospitality 74

Hospitality Travel Brands Airlines 74

ProProfs Chat

DECEMBER 12, 2019

How many times have you bought something from a brand more than once? Or, let me ask you this way: Do you have a specific brand in mind when you want to buy a particular item, for example, a pair of running shoes? why do they go back to specific brands? If your business isn’t customer-centric, customers will leave your brand.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

SurveySensum

JULY 10, 2023

It includes all interactions between customers and retail staff, aiming to enhance satisfaction, build loyalty, and foster a positive brand image. Does your in-store have a well-organized store layout, interactive displays, and signage for easy navigation? Now let’s look at the best practices. How to do that?

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Oracle

APRIL 4, 2018

As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Currency Alliance

NOVEMBER 14, 2018

First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice. Marketplaces deliver unique value for customers that your own brand cannot deliver on its own. This is a good thing.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Currency Alliance

DECEMBER 15, 2017

Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch. However, there seems to be a lingering resistance to change from a lot of brands.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Currency Alliance

JUNE 22, 2017

We’re already nearly halfway through 2017. A year that could see a tipping point for customer loyalty programs. We’ve seen plenty of articles over the last couple of years about how the traditional loyalty program is falling short. Historically, brands have wanted to defend what is theirs.

Loyalty 40

Loyalty Loyalty Programs 2017 Social Media 40

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

OCTOBER 27, 2017

We recognize that these are difficult times for merchants managing loyalty programs. What’s more, a lot of customers only have small amounts of loyalty currency in each program they’re a member of – so they have trouble seeing how they can get to meaningful rewards (which produces apathy).

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. With the average American signed up to 29 loyalty programs and only active in 12, this human element is more essential than ever.

Tourism 56

Tourism Travel Customer Service E-support 56

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. A few – such as Tarte, a US cosmetics brand – are way ahead of the game.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. in 2017[vii]. Indeed, banks are mostly not pursuing this strategy. over the same period[viii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. Using that information, our focus is to provide strategies for growth and long-term customer retention while serving as a partner in disruption for challenger brands looking to uncover new growth by reshaping the restaurant category.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. Using that information, our focus is to provide strategies for growth and long-term customer retention while serving as a partner in disruption for challenger brands looking to uncover new growth by reshaping the restaurant category.

2022 52

2022 Roadmap Customer Relationships Brands 52

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Ironically, in our quest to improve customers’ end-to-end journey with our brands we’re introducing numerous CXM silos. Aim: customers as brand evangelists.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? You may have the most advanced tools and excellent data scientists; however, all efforts fail without the correct behavioral changes needed internally to ultimately take action (Bain & Co 2017). Think again.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Still, Amazon did state they signed up more new paid members in 2017 than any other year. High Customer Retention and Growth.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. The switching economy is costing brands trillions of dollars. Globally, businesses spend about 6.2

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

SurveySparrow

JANUARY 7, 2021

In fact, brands started to put more attention on improving their customer engagement. Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Currency Alliance

MARCH 9, 2021

Building adaptive loyalty marketing functionality is increasingly complicated and necessary, as loyalty points become a new asset class, and loyalty commerce between complementary brands gains traction. The transformation has started, but will soon accelerate rapidly. What does ‘headless’ mean?

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

ProProfs Chat

MAY 6, 2020

One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This calls for service enhancement, to ensure that you leave a substantial impact on your customers that compels them to come back to your brand frequently. 56% of U.S.

2020 66

2020 Customer Experience E Commerce E-support 66

Kustomer

NOVEMBER 25, 2021

When you think of delighting your customer, usually that entails mounds of agent apologies, long phone calls, and multiple points of contact through a prolonged period of time before the customer even feels any sense of delight with your brand. So, it’s not even that delighting customers doesn’t lead to loyalty.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Thematic

NOVEMBER 13, 2018

For example, at Thematic, in addition to customer surveys, we also analyze feedback that comes through support tickets, chat logs, social media comments, call centre notes, chatbots interactions and online customer reviews etc. This can be social media messages, online reviews and text analytics used for customer care interactions.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Kustomer

MARCH 12, 2020

Back in 2010 Matt Dixon wrote an article titled “Stop Trying to Delight Your Customers”, that went against all of the strategies companies currently use to create a positive customer experience and motivate meaningful interactions. So, it’s not even that delighting customers doesn’t lead to loyalty. Matt Dixon: (03:20).

2010 52

2010 Customers Multi-Channel Net Promoter Score 52