InMoment XI

MAY 4, 2023

In another example, a major Asia-Pacific Telecom Co utilized segmentation to align their growth strategy with changing customer needs and, as a result, exceeded revenue goals and cemented their leadership in the industry.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. At the Forefront of ESG Leadership. ( [link] ). Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel 2024 260

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. That goes for both good and bad news!

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use.

Article 74

Article Customer Service 2024 Loyalty Programs 74

Beyond Philosophy

APRIL 30, 2015

Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Customer Bliss

JANUARY 18, 2018

She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . She and her team had to explain to executive leadership what was happening from a customer point of view and have them care about it. Define the Customer Journeys and Their Business Impact.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

ShepHyken

APRIL 17, 2020

He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. What do you do in the interim to gain and retain customer loyalty? The loyalty strategy worth adopting is to keep in touch and show concern for your customers. Weak purchasing power.

Loyalty 130

Loyalty Rewards Programs Loyalty Programs 2021 130

InMoment XI

SEPTEMBER 12, 2023

When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs. In the world of business, one company’s weakness could become your stepping stone to market leadership.

Marketing 260

Marketing Competitive Advantage Return on Investment Poor Customer Service 260

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. However, without fail, I always get asked what can be done to improve customer loyalty. My Comment: I’m a big fan of loyalty programs.

Article 61

Article Customer Service 2023 Loyalty Programs 61

SuiteCX

MARCH 2, 2018

Astute watchers of changes in the loyalty marketing world (we include you gentle reader) will have noticed some important developments that are still to reach their ‘tipping point’. The general trend to replace physical loyalty cards is part of it, as we see e-wallets that store our cards. But they will.

Loyalty Programs 40

Loyalty Programs Loyalty Consumers Marketing 40

One Millimeter Mindset

OCTOBER 22, 2018

When customers become disenchanted, their loyalty is jeopardized. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. Frequently, the stage for customer disloyalty is set because front-line employees have no control over leadership and management decisions.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. That ought to make your job easier.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience.

Article 61

Article Customer Service 2023 Customer Centricity 61

LoyaltyPlus

JULY 17, 2020

Fortunately there is a way out – loyalty programmes. South Africa has always been a brand-conscious market, but these days the consumer has become a lot more discerning and, amid the pandemic, recognises the value of loyalty rewards and programmes in the value chain, says LoyaltyPlus. These include: 1.Choose Choose a great name.

Loyalty 52

Loyalty Loyalty Programs Retail Customer Relationship Management 52

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. ABOUT JOHN PAUL.

Leadership 40

Leadership Automotive Hospitality Travel 40

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

Loyalty 63

Loyalty Magazine Consulting Loyalty Programs 63

ChurnZero

APRIL 12, 2022

They often provide unifying leadership to different areas of your business that are involved in customer contact. Customer-centricity is an important factor in customer loyalty and retention. The ability to offer leadership to all customer-facing teams. What they will do to create customer loyalty programs.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ClearAction

SEPTEMBER 22, 2022

Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters. Customer Success + Loyalty programs. Lost ROI on customer acquisition cost.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D.,

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The biggest factor in customer loyalty is empathy. Implement a regular “loyalty huddle” with your team.

Loyalty 100

Loyalty Loyalty Programs Books Culture 100

ShepHyken

MAY 4, 2020

” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. My Comment: This is an important article.

Article 97

Article 2020 Customer Service Contact Center 97

inmoment

JULY 18, 2018

Today’s marketers are increasingly seeing customer experience fall under their umbrella of duties, and it’s easy to confuse CX efforts with traditional marketing approaches such as loyalty marketing programs. However, marketers should be warned that this is a place where “similar” definitely does not mean “equal.”. But why stop there?

Loyalty 40

Loyalty Loyalty Programs Marketing 2018 40

ClearAction

APRIL 13, 2023

After you nurture potential customers along their buying journey, there’s the handoff to Accounts Receivable, customer onboarding, account management, Customer Success, Customer Service, Customer Loyalty, etc. Acquiring the right customers : What percentage of new customers match your Ideal Customer Profile (ICP)?

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

Beyond Philosophy

JUNE 21, 2015

Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs. Engaging Millennial Employees. Improving your CX One Employee at a Time.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

ShepHyken

DECEMBER 9, 2022

Nick Bandy has over 25 years of executive leadership experience in the marketing and technology space, serving private, PE-backed, and public organizations. Read Shep’s latest Forbes article: Trader Joe’s Loyalty Program Has Nothing To Do With Points Or Perks.

Customer Journey 124

Customer Journey Brands Contact Center Sales 124

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Are you a loyal employee?

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Conducting personalized marketing and loyalty programs to elevate the customer experience.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Experience Investigators by 360Connext

AUGUST 23, 2018

“Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. Customer Empathy Means Going Beyond the Obvious. Positive emotions are great.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Beyond Philosophy

JUNE 18, 2015

Don’t miss Michael Lowenstein, Thought Leadership Principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs. What are you doing to create happy experiences for your Customers today?

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

Michelli Experience

MARCH 1, 2016

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Loyalty Programs 45

Loyalty Programs Loyalty Customers Social Media 45

Totango

JULY 15, 2021

But in order to do this effectively, CS teams need representation and leadership at the executive level. Some of the main responsibilities of the CCO include: Working with the executive board to create and implement CS strategies, such as customer loyalty programs or CS training programs for employees.

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

Experience Investigators by 360Connext

MARCH 24, 2020

Your front-line employees need a way to communicate with leadership. Provide updates to questions or concerns and allow for town halls, anonymous feedback mechanisms, or other creative ways to allow these incredibly important employees to vent, challenge and question processes, systems and even leadership right now.

Net Promoter Score 110

Net Promoter Score Customer Journey Loyalty Programs Leadership 110