ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7

2024 62

2024 Article Customer Service B2B 62

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2021 135

2021 Article Customer Service Loyalty Programs 135

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is an interesting article from the New York Times about the state of customer service. My Comment: This article hits two areas.

Article 75

Article 2022 Customer Service Loyalty Programs 75

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 72

Loyalty Programs Loyalty Omnichannel Events 72

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Article 65

Article 2023 E Commerce Customer Service 65

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Market Position and Brand Analysis: How do consumers perceive your competitors? In today’s cut-throat market, differentiating your brand is more important than ever.

Marketing 260

Marketing Competitive Advantage Return on Investment Poor Customer Service 260

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. My Comment: Want to build repeat business and customer loyalty?

Article 147

Article 2020 Customer Service Loyalty Programs 147

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And more importantly, how can you ensure that it’s not costing you sales? If Not, It Could Be Costing You Sales appeared first on Shep Hyken.

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 49

Loyalty Programs Loyalty Omnichannel Events 49

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. This article brings that concept back.

Article 65

Article 2020 Loyalty Programs Customer Service 65

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. 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

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Blog 106

Blog Loyalty Programs Loyalty Lifetime Customer 106

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important? A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. The retail market is insanely competitive today.

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

delighted

JUNE 30, 2022

In fact, according to Nielsen , 92% of consumers say they trust earned media (i.e. Here are the broader reasons why referral programs can be such an effective growth strategy for your business. Types of referral programs. Sample referral programs that work. Emma loves telling people’s stories. About Friendbuy.

Sales 79

Sales Reference Net Promoter Score Loyalty Programs 79

CSM Magazine

AUGUST 4, 2022

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands. Generational differences and channel preferences persist in this most recent report. Generational Differences in Shopping Preferences.

Consumers 59

Consumers Retail E Commerce Customer Satisfaction 59

CSM Magazine

MARCH 28, 2024

How can RFP templates for SCM software and other programs be of help? Point-of-Sale System Every person within an organization will use a point-of-sale system if installed. This program helps the business predict future sales, determine labor needs, and oversee inventory.

Loyalty Programs 52

Loyalty Programs Financial Sales Loyalty 52

BirdEye

MAY 25, 2023

According to research from 2022, 70% of consumers opted in to receive direct text messages from businesses. Texting is fast becoming a core part of a company’s marketing and sales strategy. They’re easy to consume by customers. These are perfect for sharing updates, promotions, sales, and so on. What does MMS mean?

Loyalty Programs 98

Loyalty Programs Social Media 2022 Sales 98

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

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.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

ShepHyken

OCTOBER 9, 2020

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations. Consumers are panicked and they need reassurance of safety measures being taken by retailers.

Retail 138

Retail Multi-Channel Customer Experience Omnichannel 138

GetFeedback

JUNE 11, 2019

Customers will drop everything to attend a sale, try out a new feature, or write a positive review. According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences.

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

PK

MAY 12, 2020

Having a robust digital presence is unquestionably critical for any consumer brand. As digital technology continues to evolve at a rapid pace, consumer expectations of brands’ digital experiences evolve along with it. Each year, Amazon’s Prime Day sales exceed the previous year’s record, and 2019 was no exception.

Loyalty 52

Loyalty Loyalty Programs Apparel Rewards Programs 52

CSM Magazine

DECEMBER 9, 2019

Through messages, the shop talks about promotions, sales or new products and can even communicate with a specific user or their group. Increase sales. Through the application, consumers pay more and more willingly. Do you want additional sales? Search by name, brand or article in one line. New audience.

Sales 52

Sales E-support Loyalty Programs Consulting 52

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. That’s what your loyalty program should do. – Shep Hyken. It’s all just a part of consumer demand, and customers still demand the in-store experience.

Customer Centricity 74

Customer Centricity Loyalty E Commerce Loyalty Programs 74

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Beyond Philosophy

MAY 10, 2017

As I’ll discuss later, most consumers are a lot like me. And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway? Loyalty means you’ve made an emotional attachment. True loyalty is based on shared values, positive emotional experiences and trust.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

SurveySparrow

JUNE 20, 2023

In this article, we have compiled 100 compelling statistics and metrics that demonstrate the crucial role customer satisfaction, retention, and loyalty play in the success of a business. White House Office of Consumer Affairs) Customer Loyalty Building customer loyalty is crucial for long-term success.

Customer Satisfaction 52

Customer Satisfaction Loyalty Net Promoter Score Loyalty Programs 52

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. Recommendations are what drive Amazon sales. Amazon’s personalization level.

Customer Centricity 98

Customer Centricity Loyalty Programs Loyalty Financial 98

ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. From sanitizing stores daily to limiting the number of consumers at a moment and creating visual markers to ensure social distancing, retailers are taking all necessary measures to ensure the safety of their staff and customers against the virus.

Retail 121

Retail Customer Experience Technology Consumers 121

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. Nearly every month, it is the most-read article in our blog.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Alida

APRIL 19, 2017

E-commerce and the undeniable dominance of Amazon is one obvious answer, but as a recent Atlantic article points out, the full story is more complex than that. But in order to reinvigorate sales, the retail industry needs to reimagine the customer experience —and it needs to do so quickly. Source: Business Insider ).

Retail 173

Retail E Commerce Sports Fashion 173

ShepHyken

DECEMBER 17, 2021

This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. When the leftover turkey has been stowed away in the fridge and the football game has wrapped up, consumers will turn their focus to their holiday spending. Who doesn’t love a discount?

E Commerce 78

E Commerce E-support Insurance 2021 78

Currency Alliance

NOVEMBER 4, 2022

Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

ProProfs Chat

DECEMBER 4, 2020

According to a research, 88% of consumers consider online customer service reviews when making a buying decision. In fact, employees who are engaged more are likely to improve customer relationships, with a resulting 20% increase in sales. This kind of customer involvement can help make a sale. That’s not all.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98