Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Never mind that again, this was not our fault.

Airlines 307

Airlines Customer Experience Travel Books 307

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. For example, the incentive for the loyalty program could be a good discount. Per USA Today , this year’s Cyber Monday booked $3.45

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

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. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

Alida

FEBRUARY 22, 2017

billion in 2015 —up 12 percent from the previous year. Loyalty program software does something similar, tracking how much people spend with a company. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

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. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015.

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

Influitive

OCTOBER 11, 2015

Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. It’s time to think differently about customer loyalty.

Loyalty Programs 40

Loyalty Programs Loyalty 2015 Customers 40

Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Grade.us

MAY 9, 2017

Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program. Win-win situation.

Loyalty Programs 38

Loyalty Programs Loyalty Rewards Programs 2015 38

Experience Matters

APRIL 13, 2016

Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index.

2015 80

2015 Loyalty Programs Loyalty Customers 80

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. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting 2014 149

Win the Customer

AUGUST 9, 2016

Streamlined Loyalty Programs. You can also entice customer loyalty program sign-ups with the convenience of mobile payments. That figure equaled around four million mobile wallet payments every week, which ultimately helped drive Starbucks’ loyalty program. Always Be Customer-Centric.

Consumers 72

Consumers Loyalty Programs 2013 2015 72

Up Your Service

MAY 21, 2015

A 2015-published study by IBM and Econsultancy found that the “ biggest takeaway was the disconnect between how marketers perceive the job they’re doing and how consumers perceive that job ,” according to Jay Henderson, director, product strategy at IBM Commerce. Without that understanding, Big Data is likely to increase that gap. Delusional.

2014 87

2014 Loyalty Programs 2015 Consumers 87

Natalie Petouhof

JUNE 15, 2015

Now companies can make any journey possible and connect every interaction across every department, from post-service customer satisfaction to product adoption programs, and loyalty programs to employee onboarding. New Journey Builder activities, triggers and events with Sales Cloud and Service Cloud will be available in Q4 2015.

Marketing 86

Marketing Advertising 2015 Loyalty Programs 86

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

ProProfs Chat

DECEMBER 4, 2020

Netflix (@netflix) July 22, 2015. Create Better Customer Loyalty Programs. A brainstorming session between customer service and marketing teams can solve a lot of marketing challenges, one of them being how to promote a loyalty program among customers. Netflix and chill? No, really. pic.twitter.com/ezcZ7V0peN.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98

Currency Alliance

DECEMBER 21, 2016

They’ll be able to integrate their loyalty program, too – collecting loyalty currency and using coupons. The future of customer loyalty is mobile. Up from $75 billion in 2015. Customer loyalty must be simple and convenient for consumers to embrace it. With skepticism.

Loyalty 40

Loyalty Loyalty Programs 2015 2020 40

Currency Alliance

NOVEMBER 14, 2018

This quote comes from a 2015 Guardian article on Amazon, but the sentiment could apply to almost any business that ever paid a fee to participate in a marketplace. This challenge – the give-and-take of marketplaces – now firmly belongs on the agenda of loyalty strategy meetings. This blog serves two purposes.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

ClearAction

MAY 28, 2015

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. What do you see ahead for 2015? Q: Sounds like there is hope. A: Yes and no.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Even today, Amazon is actually boasting amazing customer loyalty, at least according to Forbes ; however, the company isn’t quite ready to share exact customer numbers. Moreover, this was a 6% increase from 2015.

Net Promoter Score 126

Net Promoter Score NPS Customer Retention Loyalty 126

Currency Alliance

OCTOBER 11, 2018

By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. You Also Might Like… Link Operational Metrics To Customer Loyalty Metrics For Better Financial Outcomes.

Metrics 60

Metrics Customer Experience 2015 Consulting 60

Currency Alliance

FEBRUARY 15, 2018

A 2015 PwC report sounded the death-knell for no-fees banking in the UK. [ix]. This is, in effect, a monetized loyalty strategy. Tesco Home Phone & Broadband was sold in 2015 [xiv]. Tesco had once been considered a market leader in launching its loyalty program. Ultimately, that’s where the real profits lie.

Retail 110

Retail Brands Banking 2015 110

Forrester's Customer Insights

APRIL 8, 2015

Wonder how your loyalty strategies compare to others in the industry? As a refresh to our 2012 benchmarks , we invite you to take part in our 2015 Customer Loyalty Benchmark survey. If you manage or make decisions about your company's customer loyalty initiatives, we want to hear from you. Customer Insights'

Loyalty 31

Loyalty 2012 2015 Loyalty Programs 31

Currency Alliance

MAY 29, 2017

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. But this has nothing to do with their loyalty to brands. But make no mistake. But to do so you have to play by their rules.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Currency Alliance

NOVEMBER 19, 2016

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. But this has nothing to do with their loyalty to brands. But make no mistake. But to do so you have to play by their rules.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Retently

OCTOBER 1, 2018

Brand Loyalty – If the product/service experience was positive and the customer is satisfied with your brand, they will likely start becoming loyal and promoting your business. That alone should showcase just how important feedback is for improving the customer experience and – consequently – the customer journey map.

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey CEM 91

Currency Alliance

MARCH 20, 2017

In 2015, Amazon surpassed Walmart as the most valuable retailer in the US by market capitalization. Loyalty Coalitions are not new – in fact many are stale – but existing schemes were not built to assemble and share customer profiles. This flywheel can spin faster and faster – and build real loyalty ( or even advocacy ) over time.

Brands 40

Brands Loyalty Programs Loyalty Retail 40

2020 Research

SEPTEMBER 1, 2022

Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions. 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.

Brands 52

Brands 2022 Banking Advertising 52

Natalie Petouhof

SEPTEMBER 16, 2015

In a June 2015 report, the McKinsey Global Institute estimates that IoT applications may have a potential economic impact of as much as $11.1 And that’s what is in store for companies that are looking at the IOT Cloud. trillion per year by 2025.

Events 49

Events 2025 2015 Loyalty Programs 49

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. But, implementing these programs in Business-to-Business (B2B) environments can be a little different. Let’s start with understanding what the B2B loyalty program is and how it works.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Rewards Programs 11

SuiteCX

DECEMBER 20, 2015

suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue. suitecx ©2015, suitecx Inc. Smart marketers don’t stop there, however. This is the most commonly utilized set of data.

Customer Experience 40

Customer Experience 2015 Social Media Call Center 40

ClearAction

AUGUST 21, 2016

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. What do you see ahead for 2015? Q: Sounds like there is hope. A: Yes and no.

Brands 54

Brands Customer Experience Social Media 2008 54

Engine Insights

AUGUST 15, 2015

Of the 900 people we surveyed in our most recent HR Reflections study, 93% said that their top people priority for 2015 is customer centricity. But how is this being put into practice? Employees play a key role in delivering this.

Customer Centricity 40

Customer Centricity 2015 Loyalty Programs Culture 40

OpinionLab

MARCH 12, 2015

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. If you’re not currently deploying a VOC technology, you should consider putting that on your roadmap for 2015. Final Thoughts.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Talkdesk

MARCH 24, 2021

With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carriers and brokers. . Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015. Connect with health and wellness services.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53