InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260

CSM Magazine

JULY 21, 2021

This channel has quickly become a crucial part of the customer service function for businesses already utilising this tool. For companies to succeed, customer loyalty is a vital ingredient. To truly engage with consumers, it is important brands use the right channel for the message they are wanting to send. The business benefit.

Multi-Channel 59

Multi-Channel Customer Service Telecommunications Consumers 59

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

InMoment XI

OCTOBER 31, 2023

It also encompasses strategic planning, workforce management, and technology integration. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape. This technology allows them to provide a more personalized and efficient service. How do Call Centers Work?

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

SurveySparrow

JULY 24, 2023

It’s time to harness the power of customer experience technology, enhance customer experience and embrace the customer experience digital transformation. Get ready; we’re about to revolutionize the world of CX technology. What is Customer Experience Technology? Advanced technologies are their best friends in this journey.

Technology 52

Technology Customer Experience Customer Journey Mapping Multi-Channel 52

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. They want to engage with hotels, restaurants and bars on their own terms, and are increasingly discovering and booking where to eat and drink across an array of channels.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Currency Alliance

DECEMBER 11, 2023

As everyone knows in the loyalty industry, entering into new commercial agreements with partners can be a very time-consuming effort. 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.

Loyalty 52

Loyalty Loyalty Programs Document Brands 52

Currency Alliance

NOVEMBER 15, 2021

Commercetools partners with Currency Alliance to enable loyalty marketing in the age of composable commerce. Every company strives to build loyalty among its customers, but the methods to achieve the never-ending pursuit of loyal customers can vary widely. Furthermore, 91% of consumers want to be recognized.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

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

TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty? There is an out and out need to rethink what brand loyalty really means.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

CSM Magazine

APRIL 16, 2024

Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty. Multi-Channel Accessibility: Offering support across various platforms—be it live chat, email, phone, or social media—ensures that players can reach out via their preferred method.

Multi-Channel 52

Multi-Channel Entertainment Social Media Loyalty 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. Core functionality of the loyalty points bank.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 133

Technology Blog Customer Experience Social Media 133

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. Being open to adopting new technologies can enhance operational efficiency and improve the customer experience.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

Call Experts

APRIL 8, 2024

With the development of advanced technologies and automation, using a contact center for utilities has evolved to meet the changing needs of businesses and customers alike. Multi-lingual Support In diverse communities, utility companies often cater to customers who speak different languages, as explained by Lingpad.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

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.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 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. Why hasn’t loyalty? The result is few loyalty initiatives have kept pace with the dramatic changes of customers and their behaviors.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Hero Digital

SEPTEMBER 11, 2020

Healthcare companies can appeal to this audience by creating a credible and convenient patient experience enabled by cutting-edge technology and self-serve tools. New patients will be expecting a multi-touch journey across all channels — from smart watches to telehealth to in-person appointments. Download the full report.

Healthcare 52

Healthcare Loyalty Multi-Channel Download 52

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

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. This has accelerated the race to deploy best-in-class technology based on microservices.

2021 52

2021 Loyalty Loyalty Programs Travel 52

CloudCherry

FEBRUARY 13, 2018

To ace customer loyalty, however, any brand requires a deep understanding of customer sentiment. Also, given the level of subjectivity involved, the technology associated with decoding emotion has to be continuously adaptable and dynamic. And companies that tap into this emotion and get it right are usually the ones customers flock to.

Multi-Channel 186

Multi-Channel Insights Feedback Brands 186

Oracle

AUGUST 30, 2018

According to Harvard Business Review , companies that connect with consumers’ emotions will not only see a huge payoff in growth and profitability, but in brand awareness and loyalty. Here are 3 ways technology can help. The post 3 Ways Technology Can Build an Emotional Customer Connection appeared first on SmarterCX.

Connections 71

Connections Technology Multi-Channel Loyalty 71

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. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. With new technology and social media, we have more ways than ever before of interacting with our customers. More purchases and renewals. More referrals and positive word of mouth.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

FEBRUARY 24, 2023

Providing exceptional customer service is critical in building long-term relationships with customers and gaining their loyalty. It can impact customer satisfaction, loyalty, revenue, and reputation. The way a business deals with its customers can determine whether it thrives or fails.

Customer Service 52

Customer Service Exceptional Customer Service Multi-Channel Competitive Advantage 52

ShepHyken

OCTOBER 9, 2020

This Pandemic only put a bigger pressure on retailers to move faster and stop postponing the adoption of technology for “when we’ll have budgets and time to explore innovation”. What used to be a nice-to-have asset that created a simplified customer experience, now it’s becoming a must-have technology and a top priority for retailers.

Retail 138

Retail Multi-Channel Customer Experience Omnichannel 138

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.) email, chat, live, social, etc.)

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Both are crucial for maintaining a positive image, sustaining customer engagement, and optimizing marketing strategies to increase customer loyalty and lifetime value.

2023 111

2023 Consumers Brands Marketing 111

BirdEye

MARCH 4, 2024

In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. API integrations allow dripping across multiple channels like email, SMS, or web ads. Personalization at scale Automation technology allows you to deliver a personalized experience to each recipient.

Marketing 109

Marketing Multi-Channel Events Demo 109

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales. Evolution of businesses’ CX functions.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

BirdEye

MAY 31, 2024

The major challenges include standardizing care, enhancing patient engagement, and understanding the factors that drive patient loyalty. Patients often use online channels like web searches, social media platforms , and instant messengers. Even with top-notch facilities and excellent doctors, success isn’t guaranteed.

Healthcare 73

Healthcare Multi-Channel Omnichannel Social Media 73

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Eptica: How do digital technologies change consumer behavior? However, in reality, this hasn’t been the case - consumers evolved, adopting technology to become autonomous, but didn’t abandon the real world.

Technology 58

Technology Multi-Channel 2017 Consumers 58

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. The reason I’m writing this article is that many loyalty teams have, historically, not executed brilliantly.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

JUNE 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. Some of this occurred through collaboration and technological optimisation – also anticipated. Technological Innovation. No less in loyalty. You can see the full list of winners here.

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45