Experience Investigators by 360Connext

AUGUST 23, 2018

Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. But, customers interact in big ways and small with your brand. What if the customer doesn’t receive the sale price as promised? “Our customers LOVE our loyalty program.”

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

2018 40

2018 Customer Experience Hotels B2B 40

One Millimeter Mindset

OCTOBER 22, 2018

Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. Also, decisions about systems, software, quality, and the loyalty Apps each customer uses when doing business with that organization. Each with their own, branded customer loyalty program.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Transportation 2002 52

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. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Oracle

MARCH 18, 2019

A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Here are 3 ways to improve loyalty in 2019.

2019 60

2019 Loyalty Consumers Loyalty Programs 60

inmoment

JULY 18, 2018

In my last post , I discussed the expanding role of the CMO from steward of the brand to caretaker of the end-to-end customer relationship. Loyalty marketing programs refer to a company-wide initiative that is focused on growing and retaining existing customers by selling them more. Provide the Right Perks.

Loyalty 40

Loyalty Loyalty Programs Marketing 2018 40

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ProProfs Chat

JUNE 21, 2019

Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. Educate With Content Marketing.

Customer Retention 63

Customer Retention Retail 2013 Loyalty 63

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. But even these leading travel brands can do better. Personalize Based On Past Behavior to Drive Loyalty. Customers who are most willing to share information are often members of the loyalty system already.

Travel 40

Travel Hospitality Customer Journey Airlines 40

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. Customer Experience Drives Sales Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Help.com

MARCH 14, 2016

Think about what that means for your brand. Customer loyalty programs are a great way to produce long-lasting relationships with customers. Popular sustainable fashion brand Everlane introduced a new spin on customer loyalty programs by opening a private instagram account and inviting a few of their most loyal customers.

2016 45

2016 Customer Engagement Engagement Social Media 45

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

SmartKarrot

SEPTEMBER 3, 2021

Retention marketing is so effective that SEMRush states that a loyal customer usually spends 67 percent in their 31st-36th month on a brand rather than in the first six months of use. When your old customers return to your brand, it’s mostly to buy a product or increase sales. Leverage customer loyalty programs.

Marketing 10

Marketing Loyalty Programs Banking Customer Retention 10

SurveySparrow

JANUARY 15, 2021

You can gather information about them to determine pay raises, employee benefits, loyalty programs, and layoffs. For instance, if your employee holds a salesperson position, you may set a standard to make $60,000 in sales per quarter. And as per Reboot, a brand’s signature color can increase brand recognition by 80%.

Net Promoter Score 52

Net Promoter Score Feedback NPS Measurement 52

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. 32% of all customers would stop doing business with a brand they loved after one bad experience. ( of consumers are brand loyal because they love the product. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Currency Alliance

MAY 31, 2018

The Post-It note was one result of the 15 percent policy, and it now generates $1bn in annual sales. Retail, travel and FMCG brands – the kinds of brands I work with as a loyalty industry supplier – are notoriously less eager for change. Are you driving innovation through your loyalty program?

Innovation 40

Innovation Loyalty Travel Retail 40

Currency Alliance

MAY 31, 2018

The Post-It note was one result of the 15 percent policy, and it now generates $1bn in annual sales. Retail, travel and FMCG brands – the kinds of brands I work with as a loyalty industry supplier – are notoriously less eager for change. Are you driving innovation through your loyalty program?

Innovation 40

Innovation Loyalty Travel Retail 40

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. Loyalty personalization has been subsumed into a wider conversation about data actionability.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. 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.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Currency Alliance

DECEMBER 13, 2018

“the biggest 25 food-and-beverage companies…generated 45% of sales in the category in America but drove only 3% of the total growth” [i]. The Economist, November 2018. Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. The evolution of loyalty marketplaces.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

TechSee

JULY 23, 2019

The point of sale (POS) is the most critical stage of the customer journey. According to a 2018 Retail Survey by Accelerated Concepts , 81% of retailers experience downtime at least once per year. billion in 2018 and is expected to reach USD 151.72 Now is NOT the time for a technical glitch. It happens to the best of ‘em.

Retail 129

Retail 2018 2024 Sales 129

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

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

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

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

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. 2020, however, seems likely to be the year in which stars align for a more profitable, productive and open future for loyalty.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

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. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. Aim: customers as brand evangelists. Faulty CXM Trajectory.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Today, the best experience we receive from any brand becomes our expectation of every brand. Loyalty marketing has always existed as a primary method for building direct relationships with your customers.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

MAY 9, 2019

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when In my own meetings with them, they’ve shown very little interest in how the loyalty industry is transforming, or what it will look like in five years’ time.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. 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.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Currency Alliance

OCTOBER 27, 2017

Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago. The key to getting customers once again actively involved in loyalty program participation is through providing greater liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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. million users as of 2018, and the number is expected to grow to around 60.8 High Customer Retention and Growth.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Qualtrics

DECEMBER 3, 2019

In the rush to claim their share, we consistently see brands launching unique offerings and campaigns at this time of year. Using these timelines, brands are able to plan and optimize their retail campaigns for maximum success. After all, every brand competing for market share will be offering some type of sale.

Retail 26

Retail E Commerce Multi-Channel Loyalty Programs 26

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. This article delves into the partnership strategies of major loyalty brands.

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40