Can AI Improve Your Loyalty Program?
Forrester's Customer Insights
MARCH 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
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Forrester's Customer Insights
MARCH 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
Totango
JULY 1, 2022
Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?
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Forrester's Customer Insights
MARCH 14, 2023
As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]
Forrester's Customer Insights
OCTOBER 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.
ShepHyken
APRIL 28, 2024
My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.
Currency Alliance
OCTOBER 12, 2020
That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.
Forrester's Customer Insights
MAY 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
Optimove
OCTOBER 5, 2023
As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing. Others
ShepHyken
OCTOBER 25, 2021
(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. Next Generation Loyalty – Part One by Braden Kelley. Loyalty is more than points. It awards points, miles, etc.
Influitive
APRIL 22, 2015
For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one.
ShepHyken
JUNE 7, 2021
CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. 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!
ShepHyken
FEBRUARY 4, 2024
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. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.
Beyond Philosophy
JUNE 9, 2015
Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. Special early-bird registration offer: Free Whitepaper Download, “Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?”. Follow Colin Shaw on Twitter @ColinShaw_CX.
ShepHyken
SEPTEMBER 10, 2023
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? In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force. Here’s how. must practice.
Forrester's Customer Insights
MARCH 20, 2015
After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too.
SmartKarrot
APRIL 20, 2022
From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. But, implementing these programs in Business-to-Business (B2B) environments can be a little different. Let’s start with understanding what the B2B loyalty program is and how it works.
Lumoa
FEBRUARY 9, 2023
more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Personas are often used in marketing and sales efforts, and those names apply to those types of personas. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Personas are often based on research, including customer segmentation and market research data.
SurveySparrow
FEBRUARY 27, 2024
Net Promoter Score , or NPS, is a crucial metric to gauge customer loyalty and satisfaction. We have already defined that NPS is crucial for understanding customer satisfaction and loyalty. A higher NPS score means excellent customer satisfaction and loyalty, meaning increased customer retention. Let’s not waste any time.
ShepHyken
JANUARY 20, 2020
How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?
Optimove
JULY 12, 2021
That’s why customer engagement must become an essential KPI for every business that cares about loyalty and lifetime value. Implement rewards/points programs, membership/loyalty programs, and VIP clubs to incentivize customers to increase engagement with your brand. How Do You Measure Customer Engagement? Reach Out ?
Forrester's Customer Insights
OCTOBER 15, 2018
Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend.
Currency Alliance
JUNE 19, 2019
This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.
Forrester's Customer Insights
SEPTEMBER 14, 2022
Loyalty programs, rife with first-party data, are seemingly a salve to the challenges posed by the forces of data deprecation. But even loyalty marketers struggle to effectively collect and use data.
Forrester's Customer Insights
FEBRUARY 13, 2024
I regularly have discussions with clients who want to create a loyalty program.
ChurnZero
MAY 18, 2021
Each business has its own unique propositions, target markets, and market environments, based on which the customer journey map has to be crafted. From a digital marketing perspective, the best way to address these questions would be by creating web pages and copy that will answer these questions for the customer.
ShepHyken
APRIL 20, 2020
Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.
Currency Alliance
JUNE 11, 2019
In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Extra what?
Forrester's Customer Insights
NOVEMBER 1, 2022
Use your loyalty program to collect consumer data and boost B2C sales this holiday season.
Daniel Group
AUGUST 13, 2021
To learn where your company needs to improve its CX program, take our Customer Experience Maturity Assessment based on our extensive customer feedback data from our 30+ years of surveys and market research across multiple markets. Strategy + Business: The untapped potential of B2B customer loyalty programs.
ShepHyken
MAY 4, 2020
Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. But there are innings left to be played.
ShepHyken
JULY 15, 2019
My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. These expectations, when met, can earn you repeat business and even customer loyalty. How to Boost Customer Loyalty Without Using Discounts by Syed Balkhi. Again, nothing wrong with that.
Beyond Philosophy
JUNE 21, 2015
Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.
ShepHyken
OCTOBER 28, 2019
Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Frankly, I’m surprised that loyalty, service and experience are separate. For that matter, let’s toss in marketing – because, isn’t all of this marketing?
Currency Alliance
APRIL 26, 2018
It’ll be several years before blockchain tech has any significant impact on the loyalty industry. They are too slow, expensive at scale, and insufficiently evolved at the application layer (business logic) to be of much use in the loyalty sector until five key roadblocks are overcome. Why would loyalty marketers even need blockchain?
Totango
JUNE 4, 2021
We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Reward Customer Loyalty.
Kustomer
JANUARY 11, 2022
With this market only growing, there’s never been more potential for an online business to expand and see greater profits. Improved Loyalty. Loyalty is about more than customer retention. It’s also worth looking at implementing loyalty programs for customers who reach this level. Meeting Market Demand.
Forrester's Customer Insights
JULY 15, 2019
And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn. Consumers are connected, empowered, and experimental.
BirdEye
NOVEMBER 7, 2023
Effective SMS marketing By using abbreviations while promoting, you can ensure that your messages are concise yet compelling. Marketing campaigns SMS marketing campaigns, email subject lines or social media posts can benefit from concise yet catchy text abbreviations. Example: Customer: “When will my order arrive?”
Forrester's Customer Insights
FEBRUARY 5, 2019
After more than two years of loyalty program limbo and “will they, or won’t they” debates, Marriott unveiled the name of its unified loyalty program: Bonvoy. For Marriott, the stakes […].
Beyond Philosophy
APRIL 3, 2016
After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Michael Lowenstein, Ph.D.,
Beyond Philosophy
APRIL 3, 2016
After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Michael Lowenstein, Ph.D.,
Forrester's Customer Insights
DECEMBER 20, 2019
As 2019 winds down, I’m getting more questions about what’s going to be new and next in loyalty in the coming year. Most marketers understand that earning loyalty is bigger than rewards programs and incentives, that it’s important to treat different customers differently.
Customer Bliss
JANUARY 18, 2018
To begin the process, Kathy and her team aligned silos across functional groups, which included understanding inventory and supply levels, distribution and warehouse teams, marketing, merchandising, customer care, and tech and operations. Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it.
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