ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. That’s what your loyalty program should do. – Shep Hyken. It’s all just a part of consumer demand, and customers still demand the in-store experience.

Customer Centricity 75

Customer Centricity Loyalty E Commerce Loyalty Programs 75

BirdEye

JULY 14, 2023

Here’s an example of a review left in exchange for a sweepstakes entry: Considering 95% of consumers read online reviews before committing to a purchase, spending a chunk of the marketing budget on incentivized reviews makes financial sense for most companies. Case in point, some consumers dislike the idea on principle.

Social Media 95

Social Media Exceptional Customer Service Loyalty Programs Feedback 95

ShepHyken

JULY 24, 2017

(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest. So, how do you stand out? Here are a few reasons to consider.

Article 53

Article Customer Service 2017 Loyalty Programs 53

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. Every business needs a loyalty strategy, but not every business needs a loyalty points program.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Alida

APRIL 19, 2017

Others, like Lids Sports Group and Sally Beauty , are re-examining their loyalty programs to lure back customers to their shops. Many retailers struggling today failed to see the rise of e-commerce and the evolving consumer attitudes towards malls. 87 percent of retailers are now prioritizing customer retention over revenue.

Retail 173

Retail E Commerce Sports Fashion 173

Currency Alliance

NOVEMBER 4, 2022

In 2017, legislation in the European Union reduced the interchange fee from 2-2.5% Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Of course, this has happened before in other jurisdictions. down to 0.3%

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Provide Support

JANUARY 25, 2017

68% of Millennials say they wouldn’t be loyal to a brand if it doesn’t have a good loyalty program. The Bond Loyalty Report). 62% of consumers don’t believe that the brands they’re most loyal to are doing enough to reward them. © 2003 - 2017 Provide Support LLC. (The Nielsen Survey). USC Dornsife).

2003 65

2003 2017 Loyalty Programs Loyalty 65

ShepHyken

JULY 24, 2017

(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest. So, how do you stand out? Here are a few reasons to consider.

2017 29

2017 Article Customer Service Loyalty Programs 29

Currency Alliance

DECEMBER 18, 2017

This year we’ve seen examples of brands offering increased liquidity in their loyalty programs – typically in the form of allowing their members to redeem beyond their own store. Brands will also find that enabling greater customer freedom will also help proactively manage program liabilities in a profitable way.

2018 49

2018 Loyalty Brands Loyalty Programs 49

Currency Alliance

SEPTEMBER 5, 2018

Even though Plenti failed[i], Amex’s effort showed belief in the coalition model by one of the biggest names in reward programs. Powerful consumer brands, meanwhile, are building their own coalitions. The “Marriott More” program allows its members to earn and redeem points on everyday retail purchases[iii].

Loyalty 36

Loyalty Consumers Brands Airlines 36

Beyond Philosophy

APRIL 18, 2017

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. However, McKinsey reports that fewer people are actively engaged in these programs today than in the past. Not Meeting Your Targets? Here’s Why.

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Sales Loyalty Programs Consulting Loyalty 124

Currency Alliance

DECEMBER 13, 2018

Our top 10 picks (click to skip through) are: Smarter budgeting: loyalty points receiving less funding in favor of complementary actions. Greater investment to meet consumers’ insatiable appetite for experiences. Loyalty marketing breaking ground in new sectors. in 2017[ii]. Blockchain going quiet (for the time being).

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Ecrion

JUNE 18, 2020

A notable example is the 2017 Equifax data breach that resulted in nearly 150 million people having their personal information compromised. Communicating with customers in a person-to-person manner as opposed to business-to-consumer. Incorporate a Loyalty Program. Prioritizing issues that customers may have.

2020 75

2020 Loyalty Programs Sales 2017 75

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2]

Retail 54

Retail Brands Fashion 2017 54

Currency Alliance

FEBRUARY 15, 2018

Despite a successful 2017 holiday season [i] , commentators talk of a “retail apocalypse” and stories of store closures abound [ii]. The UK’s RPI data shows services becoming progressively more valuable over time, whilst consumer goods remains flat [vii]. Tesco had once been considered a market leader in launching its loyalty program.

Retail 110

Retail Brands Banking 2015 110

Currency Alliance

DECEMBER 15, 2017

We’re already seeing a shift from a more traditional, transaction-driven form of loyalty, to a deeper, more holistic form of loyalty based around customer emotions. The reality, though, is that we need to acknowledge that today’s consumer has more choice than ever before. The two types of loyalty.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Currency Alliance

NOVEMBER 14, 2018

Second, if you’re already familiar with the economics, it provides a narrative framework for upskilling your own teams, to help everyone you work with understand what will drive success and failure in loyalty marketing. Unfortunately, many loyalty programs still resemble different guys in disparate fields with different cows.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Currency Alliance

JUNE 22, 2017

We’re already nearly halfway through 2017. A year that could see a tipping point for customer loyalty programs. We’ve seen plenty of articles over the last couple of years about how the traditional loyalty program is falling short. But to the modern consumer, this can turn them off a brand.

Loyalty 40

Loyalty Loyalty Programs 2017 Social Media 40

BirdEye

NOVEMBER 20, 2023

It offers features like visual marketing tools and loyalty program integration to enhance the customer experience. Yotpo’s major features include: Generates and leverages customer reviews Visual marketing features for social proof Loyalty program integration Smart algorithm for targeting Comprehensive analytics suite 7.

E Commerce 64

E Commerce Marketing Multi-Channel E-support 64

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Tellingly, the greatest investment in vehicles has not been in how the vehicles move, but in “sharing solutions” – with a 32x increase in investment over the 7 years to 2017. With growth, comes competition.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Oracle

APRIL 4, 2018

A 2017 study found consumers’ emotions play a critical role in determining which brands they are loyal to—and that high emotional engagement with a brand can lead to increased loyalty. For example, let’s take a look at Tesco , a global brand renowned for its comprehensive loyalty programs.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Currency Alliance

JUNE 11, 2017

Loyalty program announcements so far this year indicate a major sea change. To get customers re-engaged, brands are making it easier to participate in their loyalty programs and are offering enhanced ways to redeem – so customers can make use of even small amounts of points/miles. The world has moved on.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. “Only 16% of marketers feel their organizations are extremely responsive to the consumer.” Our consumer’s goal is not the product per se, but wellness.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. ING Direct is one of those brands. Kudos to them.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Not always the best value results, and fairly time-consuming, it can still be useful for uncovering patterns within a certain segment of customers. Think again. That was the old school way of doing things. Descriptive Analytics.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It is trusted by 92% of consumers. It includes service, packaging, the actual product itself and more.”

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

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

Retently

MARCH 18, 2019

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. Still, Amazon did state they signed up more new paid members in 2017 than any other year. Airbnb Customer Retention. According to statistics , Airbnb has around 43.2

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

SurveySensum

SEPTEMBER 8, 2023

They found that on average, a consumer is valued at $210 to Dell. To understand this difference better, the 2023 Satmetrix Net Promoter Benchmarks report (for US consumers) provides detailed information on the NPS score of 192 brands in 23 industry sectors, covering 63,939 respondents. times more likely to buy again, 5.6

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NPS ROI Social Media Banking 52

ClearAction

NOVEMBER 25, 2017

Customers trust businesses based on how well they treat employees, the quality level of products and services, how well they listen to customers , whether they pay their fair share of taxes, and how well they conform to ethical business practices, according to the 2017 Edelman Trust Barometer.

Customer Experience 63

Customer Experience Government Airlines 2017 63

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. By the end of 2020 it was estimated that approximately 110,000 U.S.

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

From the pandemic then straight into inflation, rising interest rates, and softening consumer spending, Material’s view is: The restaurant category may never normalize. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. By the end of 2020 it was estimated that approximately 110,000 U.S.

2022 52

2022 Roadmap Customer Relationships 2019 52

Up Your Service

MAY 3, 2017

Turning loyalty members into evangelists. In its 2017 travel and hospitality outlook, Deloitte predicts that customer experience will make a much bigger impact than loyalty programs on customer retention. Dave Murray, senior customer experience consultant at the DiJulius Group consulting firm, agrees.

Hospitality 74

Hospitality Travel Brands Airlines 74

SurveySparrow

JANUARY 7, 2021

According to Salesforce, 80% of consumers said, the experience is as important as products. . If we look back in 2017 , 28% of the SMBs used to spend only 3-5 hours on social media marketing, 27% spend less than 1 hour! . In the future, approximately 30% of consumers are planning to shop more on online platforms.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Tricia Morris

MAY 31, 2016

Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“ Buying customer loyalty doesn’t work anymore,” says Pombriant who notes that traditional loyalty programs may soon be a thing of the past.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

ProProfs Chat

JULY 30, 2021

Consumers consider different aspects of your brand like quality, value, website responsiveness, values, and so on to form an opinion about your brand. (a) Consider the following research study by Edelman which shows the top reasons why consumers trust a brand. billion worldwide was spent on conducting focus groups in 2017. .

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

ProProfs Chat

MAY 6, 2020

Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. Consumers are 2x more likely to share their bad customer service experiences than they are their positive. (Source: American Express ) Tweet this. Importance of Customer Experience Statistics.

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2020 Customer Experience E Commerce E-support 66