2020 Research

SEPTEMBER 1, 2022

In this article, we’ll walk through five takeaways we found in our 2022 US Banking Industry Loyalty Report , so you can better understand how to maintain brand trust: Share the “Why” Behind Your Business’ Purpose. Do not expect loyalty from your customers — earn it. Don’t Expect Your Customers to Be Loyal. The Bottom Line.

Brands 52

Brands 2022 Banking Advertising 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. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ShepHyken

JUNE 20, 2016

Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. The big take away is the level beyond customer loyalty, which is desire. The concept of desire is loyalty on steroids. Great article!

2016 78

2016 Article Customer Service Loyalty Programs 78

Currency Alliance

JULY 16, 2020

A common method to enhance customer understanding is partnering with other companies through loyalty programs. Let’s look at common spots where loyalty investments are most vulnerable to loss, the benefits of collaboration models and the three best opportunities for loyalty spending. But this reasoning is outdated.

ROI 52

ROI Loyalty Loyalty Programs Rewards Programs 52

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Immersive Technologies. 360-degree view of your customer.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Immersive Technologies. 360-degree view of your customer.

2018 84

2018 Customer Service Multi-Channel Document 84

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. When: June 5 to 7, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Strativity

SEPTEMBER 26, 2014

Forbes published a recent interview with Sephora’s Bridget Dolan, VP of Interactive Media, discussing how Sephora is excelling at personalizing the experience. Here are some of her ideas: Technology for the customers’ sake. But oftentimes technology either ends up not adding much to the experience or disrupting it altogether.

Customer Experience 40

Customer Experience Customer Centricity Hospitality Loyalty Programs 40

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. However, the stress and uncertainty of Covid forced businesses to use technologies to enquire about their customer’s needs and employee’s well-being. .

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Maz Iqbal

DECEMBER 10, 2014

In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. Notice, it is not discovering some secret recipe nor the latest shiny miracle technology. How does one honour a principal?

Customer Centricity 110

Customer Centricity Government Retail Leadership 110

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. The result is that it can be difficult for a retailer to deliver a smooth customer experience when identifying their own loyalty program members, or customers in partner loyalty programs, at the POS.

Loyalty 59

Loyalty Loyalty Programs Retail Banking 59

OpinionLab

MARCH 12, 2015

The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. Perhaps you’ve asked them to provide their income level or the purpose of their visit; maybe you are interested in identifying their persona or status level in your loyalty program. Final Thoughts.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Currency Alliance

MAY 9, 2022

Behind the scenes, ‘API-enabled’ (or ideally ‘API-first’) implies a technical architecture that allows computer systems to interact with each other – allowing each to perform those tasks for which it was optimized – and that most of the systems are relatively independent in how they operate. Simplicity: endpoints optimized for each use case.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. Why hasn’t loyalty? Winning loyalty programs in 2025. Customer singular.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Currency Alliance

NOVEMBER 15, 2021

Because each customer segment will respond differently to available loyalty incentives, tailoring the customer experience by segment across channels is essential to maximize ROI. Millions of longstanding loyalty programs are testament to the fact that loyalty marketing can be optimized for the benefit of all stakeholders.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

BirdEye

SEPTEMBER 11, 2023

AI-driven customer experience models employ artificial intelligence technologies to help businesses provide personalized, seamless, efficient, and improved customer interactions. Many businesses have also begun incorporating generative AI technologies such as Chat-GPT, Dall-E, Midjourney, or Bard into their processes.

Customer Experience 112

Customer Experience Social Media Multi-Channel Omnichannel 112

Currency Alliance

DECEMBER 11, 2023

For this reason, only very large partners end up collaborating even though the loyalty program members engage with thousands of medium or smaller potential partners on a daily basis. This is a major opportunity cost for every loyalty program. In this case, the contract is with the third party (i.e.,

Loyalty 52

Loyalty Loyalty Programs Document Brands 52

Oracle

OCTOBER 10, 2019

This is a preview of the ebook “Moments That Matter: A New Customer Experience Roadmap for Financial Services “ Financial services technology isn’t just helping brands gather better data about customers. Here are 4 trends in financial services technology that are redefining CX in these important life moments.

Financial 50

Financial Technology Banking Loyalty Programs 50

Currency Alliance

DECEMBER 7, 2021

AI is important, but still hard to harness – so it may still be years before anything truly significant is happening in loyalty with AI. I encourage you to keep experimenting because the constraint with AI is not the technology, but the lack of sufficient or clean data – two aspects covered by our Loyalty Imperatives.

2030 52

2030 Loyalty 2022 Loyalty Programs 52

SurveySensum

AUGUST 24, 2023

This feature allows you to purchase items in a single click while remaining on the same page as compared to the ‘Add to cart ’ option where you need to interact with multiple pages to place an order. Bank of America’s Virtual Assistant, ‘ ERICA ’ embodies the synergy of AI and customer-centricity.

Brands 52

Brands Airlines Effort Score Banking 52

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. The only efficient path forward is to put headless technology in front of your legacy systems – or, to migrate altogether. Ecommerce has changed.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

Currency Alliance

JUNE 19, 2019

The casual observer at last night’s ceremony (and the professional one alike) would have been struck by the many extraordinary, showpiece technological achievements which were made in the past year. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Currency Alliance

NOVEMBER 14, 2019

If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. In ‘Why so many digital transformations fail’, Harvard Business Review cites : inordinate wastage on proprietary technology. 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

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Points Bank. Loyalty Rules Engine.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Rebalancing loyalty program economics.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Lumoa

JUNE 26, 2023

Engage buyers at every step Customers are constantly interacting with brands, whether through their social media pages or at physical stores. Brands that provide more interactive opportunities for consumers improve their visibility, boost revenue, and also build a loyal consumer base.

Omnichannel 83

Omnichannel Customer Experience Net Promoter Score Social Media 83

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

SurveySparrow

APRIL 17, 2020

According to Deloitte , an outstanding B2B sales experience must have three key elements, that is, personalization or tailored interactions, such as AI-based recommendations; speedy and frictionless buying journeys (for example, by enabling self-service); and, achieving promised outcomes by solving customer issues promptly and efficiently.

B2B 52

B2B B2C Demo Feedback 52

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

Qualtrics

JUNE 26, 2020

Koç Holding continued operations at its refinery, bank, and food companies due to government regulations. Purchasing power and motivational needs: Koç Holding runs a distinguished loyalty program “KoçAilem” for all group companies’ employees, their families, dealers, retirees and Koç University students. So far, more than 1.35

Sports 46

Sports Hospitality Loyalty Programs E-support 46

ProProfs Chat

DECEMBER 17, 2021

Helpshift’s powerful bot technology enables businesses to create highly accessible and user-friendly automated bots for different purposes. Related Read: How To Build A Customer Loyalty Program. Just because using an app and sharing feedback happens in the same place, it enhances the interactions with the customers.

Feedback 52

Feedback Roadmap User Experience Insights 52

SurveySparrow

SEPTEMBER 20, 2022

Find ordinary interaction touchpoints and make them memorable with the help of technology. If you could keep doing that consistently, you can easily make bank. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.” . The customer.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. Most loyalty programs report how many members they have.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52