Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. On average, companies use analytics in three areas.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

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.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

Forrester's Customer Insights

APRIL 5, 2021

Mary Pilecki here, reintroducing myself as your Forrester analyst covering loyalty marketing.

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Loyalty B2C Financial Customer Insights 35

Experience Investigators by 360Connext

JUNE 13, 2023

For instance, Microsoft has a dedicated CX Center of Excellence, which plays a crucial role in transforming their customer interactions. The center spearheads initiatives to gain deeper customer insights and works closely with other departments to implement these insights. Looking for More Support?

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Bob Hayes

AUGUST 15, 2016

Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. Practices in Customer Experience Management Programs.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success. The Sample.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

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 […]

Loyalty Programs 26

Loyalty Programs Loyalty B2C Consumers 26

Forrester's Customer Insights

MARCH 17, 2020

To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail. To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

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B2C Retail 2020 Marketing 46

Forrester's Customer Insights

NOVEMBER 17, 2022

Loyalty marketers, the scope of your job just expanded. Loyalty marketers have conventionally focused their efforts on customers post-purchase: increasing customer retention, enrichment, and advocacy. And before you panic, it’s a good thing.

Loyalty 26

Loyalty Customer Retention Customers Marketing 26

Forrester's Customer Insights

NOVEMBER 1, 2022

Use your loyalty program to collect consumer data and boost B2C sales this holiday season.

Loyalty 26

Loyalty B2C Loyalty Programs 2023 26

Forrester's Customer Insights

NOVEMBER 9, 2023

Here's how brands should infuse loyalty throughout the customer lifecycle this holiday season.

Loyalty 51

Loyalty Retail Brands B2C 51

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.

Loyalty 26

Loyalty Marketing Loyalty Programs Customer Insights 26

Forrester's Customer Insights

AUGUST 25, 2021

Globally, we’re seeing a proliferation of brands that are investing in loyalty — whether for the first time or to revamp their existing strategy and programs. In fact, 83% of the brands we surveyed for our new Forrester Wave™ evaluation on loyalty service providers are increasing their investment in loyalty by 5% or more this […].

Loyalty 32

Loyalty Brands B2C Retail 32

Forrester's Customer Insights

DECEMBER 18, 2020

In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors.

Loyalty 40

Loyalty B2C 2020 Consumers 40

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? At this particular time?

B2C 213

B2C Workshop Customer Retention B2B 213

Forrester's Customer Insights

FEBRUARY 13, 2024

I regularly have discussions with clients who want to create a loyalty program.

Loyalty 31

Loyalty Loyalty Programs Brands Customers 31

Forrester's Customer Insights

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 55

B2C Consumers Customer Relationship Management Customer Relationships 55

Forrester's Customer Insights

OCTOBER 3, 2022

And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience. We all know that there is a big difference between working hard and working smart.

Loyalty 49

Loyalty Technology Marketing Customer Experience 49

Forrester's Customer Insights

AUGUST 16, 2022

Loyalty marketers, you might consider joining them! Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Since early 2020, concerns for health and safety, supply chain issues, and […].

Loyalty 26

Loyalty 2020 Marketing B2C 26

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. The major difference is because of the businesses’ approach to the customers. . Let’s start with understanding what the B2B loyalty program is and how it works. contact-form-7].

Loyalty Programs 11

Loyalty Programs B2B Loyalty Rewards Programs 11

Joe Rawlinson

MARCH 14, 2018

Customer feedback can have a make-or-break effect on your business, which makes it an imperative factor to monitor. If you’re looking for more ways to gain access to useful customer insight, here are 4 ways to gather business intelligence on your customers’ buying habits. It Looks Good for Your Brand. Read Your Reviews.

B2C 94

B2C Customers Connections Feedback 94

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Arie Goldshlager Follow @ariegoldshlager. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Forrester's Customer Insights

DECEMBER 23, 2019

Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Enter Nike.

Loyalty 39

Loyalty Omnichannel Marketing Customer Experience 39

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 […].

Loyalty 44

Loyalty Hospitality Loyalty Programs B2C 44

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.

Loyalty 44

Loyalty Loyalty Programs 2019 Consumers 44

Forrester's Customer Insights

APRIL 9, 2019

I’m excited to share that our evaluation of loyalty technology providers — The Forrester Wave™: Loyalty Technology Platforms, Q2 2019 — is now live.

2019 41

2019 Loyalty Technology B2C 41

Forrester's Customer Insights

OCTOBER 15, 2018

Points and discounts are the hallmark of most loyalty programs. But loyalty isn’t just about the purchase — or at least […].

Loyalty Programs 38

Loyalty Programs Loyalty Consumers B2C 38

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.

Loyalty 29

Loyalty Omnichannel Rewards Programs Loyalty Programs 29

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Forrester's Customer Insights

SEPTEMBER 18, 2020

One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute (..)

Events 63

Events Brands B2C Retail 63

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Customer Connectedness: Customer insights are infused across the organization.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? creating a customer advisory board to collect customer insights.

Roadmap 118

Roadmap Feedback B2B Interaction 118

ERDM

NOVEMBER 10, 2020

These tough times have forced marketers to think much more seriously about gaining a deep understanding of the voice of the customer, improving the total customer experience, and, based on those insights, rethinking their value proposition. What actions have you taken based on these customer insights?

E Commerce 52

E Commerce B2B Net Promoter Score E-support 52

Forrester's Customer Insights

JULY 13, 2020

This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.

B2C 42

B2C B2B Measurement Customer Experience Management 42

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Forrester's Customer Insights

MARCH 14, 2022

Last week, consumers in the United States woke up to a grim statistic from the US Bureau of Labor Statistics’ Consumer Price Index: Consumer prices rose 7.9% in February, the highest rate of annual inflation in 40 years. This rise is not unexpected if you’ve read the news headlines over the past couple of months. […].

Loyalty 26

Loyalty Consumers B2C Marketing 26