CX Journey

MARCH 10, 2016

I ask because of seeing so many companies, over so many years, take a simplistic, and at times patronising, approach to "building relationships" with both their customers and their employees. Now, I’m not saying the principle of building relationships with these two communities is wrong - far from it. What do you do next?

Insights 39

Insights Loyalty Customer Centricity Customer Insights 39

ProProfs Chat

DECEMBER 20, 2019

Depending on how complex your business needs are, you can choose from basic to more advanced solutions. 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . What is Live Chat?

Communication 82

Communication Social Media Sales Call Center 82

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

Currency Alliance

DECEMBER 20, 2022

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. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus. Source: BCG.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. But with so much video content out there, how can you make sure your videos stand out? In today’s world video marketing is on fire! The answer is simple: listen to your customers.

ROI 52

ROI Feedback Marketing Social Media 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

I also anticipate that 2020 will not only be remembered as the year Covid-19 hit, but as the pivotal year, in which companies that are not leaders in their category recognized just how far they were falling behind in terms of customer engagement. We crave convenience and more intuitive, personalized experiences.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. First, I explain the core functionality of the points bank and how this varies in different generations of the software.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

ProProfs Chat

DECEMBER 18, 2019

In case you think that you do not have resources for 24/7 availability, to start with, you can integrate a H elp Desk Software that will generate tickets for the queries made during non-working hours and send email notifications to your customers. . However, they also expect prompt responses for general queries too.

Customer Experience 87

Customer Experience Multi-Channel Social Media Customers 87

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. If companies want their programs to generate profit in five years, they should start adapting these six characteristics now. Why hasn’t loyalty?

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Currency Alliance

OCTOBER 29, 2019

The following quote baffles my mind: According to IRI Worldwide, 74% of consumers globally choose a store based on its effective loyalty programme.[i]. If 74% of consumers choose a store based on their loyalty program, then why do few loyalty programs have more than 25% of their customers participating? The answer is simple.

Loyalty 40

Loyalty Loyalty Programs Hotels Airlines 40

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. In some ways, it’s surprising how little the supermarket industry has moved on. The digital coupons that are a primary feature of most grocery schemes are …replicated across all of the programs…which limits the loyalty impact.’

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52