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

Beyond Philosophy

JUNE 9, 2015

New Webinar: How to Design & Build an Effective Loyalty Program. 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.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

Forrester's Customer Insights

MARCH 26, 2024

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

Loyalty Programs 53

Loyalty Programs Loyalty Consumers B2C 53

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

2020 96

2020 Article Customer Service Loyalty Programs 96

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. It is trusted by 92% of consumers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Forrester's Customer Insights

OCTOBER 25, 2022

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

Optimove

JULY 12, 2021

Implement rewards/points programs, membership/loyalty programs, and VIP clubs to incentivize customers to increase engagement with your brand. If you want to learn more about how to use customer engagement strategies to maximize loyalty and lifetime value, feel free to? How Do You Measure Customer Engagement?

Customer Engagement 98

Customer Engagement Engagement B2C Workshop 98

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

E Commerce 74

E Commerce Article 2024 Loyalty Programs 74

Forrester's Customer Insights

MARCH 20, 2015

After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

Daniel Group

AUGUST 13, 2021

To learn where your company needs to improve its CX program, take our Customer Experience Maturity Assessment based on our extensive customer feedback data from our 30+ years of surveys and market research across multiple markets. Strategy + Business: The untapped potential of B2B customer loyalty programs.

B2B 98

B2B Feedback Loyalty Programs B2C 98

Customer Bliss

JANUARY 18, 2018

To begin the process, Kathy and her team aligned silos across functional groups, which included understanding inventory and supply levels, distribution and warehouse teams, marketing, merchandising, customer care, and tech and operations. Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

ChurnZero

MAY 18, 2021

Each business has its own unique propositions, target markets, and market environments, based on which the customer journey map has to be crafted. From a digital marketing perspective, the best way to address these questions would be by creating web pages and copy that will answer these questions for the customer.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

ShepHyken

SEPTEMBER 10, 2023

How to Make Loyalty a New Business Line for your Brand? by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program. Here’s how. must practice.

Article 86

Article 2023 2028 Customer Service 86

ShepHyken

MAY 4, 2020

Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Smart idea!

Article 76

Article 2020 Customer Service Contact Center 76

ClearAction

MAY 28, 2015

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs. First published at [link].

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ShepHyken

FEBRUARY 4, 2024

How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

2024 66

2024 Article Customer Service B2B 66

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Article 51

Article 2020 Loyalty Programs Customer Service 51

BirdEye

NOVEMBER 7, 2023

Effective SMS marketing By using abbreviations while promoting, you can ensure that your messages are concise yet compelling. Marketing campaigns SMS marketing campaigns, email subject lines or social media posts can benefit from concise yet catchy text abbreviations. Example: Customer: “When will my order arrive?”

Social Media 116

Social Media Communication ROI Sales 116

ShepHyken

OCTOBER 28, 2019

(CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Frankly, I’m surprised that loyalty, service and experience are separate. For that matter, let’s toss in marketing – because, isn’t all of this marketing? ” My Comment: The title of the article intrigued me.

2019 54

2019 Article Customer Service Loyalty Programs 54

Forrester's Customer Insights

MAY 19, 2023

Premium loyalty programs charge a fee for access to membership or a program tier. In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]

Loyalty Programs 26

Loyalty Programs Loyalty Consumers B2C 26

Forrester's Customer Insights

OCTOBER 15, 2018

Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend.

Loyalty Programs 39

Loyalty Programs Loyalty Consumers B2C 39

SurveySparrow

FEBRUARY 27, 2024

In the B2C industry, retail comes third, with insurance and financial services holding the first and second positions, respectively. You can get a better look at the NPS scores of others in B2C from the following graph. Promoters, or customers who are likely to recommend a retailer, exhibit a higher degree of engagement and loyalty.

NPS 52

NPS Retail 2024 Loyalty Programs 52

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Rewards will differ from B2B to B2C customers.

Customer Engagement 62

Customer Engagement Engagement B2C Customer Journey Mapping 62

CSM Magazine

SEPTEMBER 18, 2018

Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity. From multiple payment methods and location-based marketing to loyalty programs and customized recommendations, you have much freedom for refining your ticketing app.

Events 56

Events Loyalty Programs Transportation Sports 56

Kustomer

JANUARY 11, 2022

With this market only growing, there’s never been more potential for an online business to expand and see greater profits. Digitalizing all aspects of your business communications , including offering 24/7 customer service, is likely to improve loyalty and lead more customers to becoming brand ambassadors. Meeting Market Demand.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

ClientSuccess

JUNE 19, 2019

The cosmetics brand, “ Sephora” has managed to pull off the unthinkable & unimaginable popular loyalty program, ‘ Beauty Insider ‘ only by way of referral points! This program rewards users with points for each dollar spent. Automated Marketing for Augmented Engagement. How will this help? .

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

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. Looking beyond transactional rewards.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Oracle

MAY 23, 2018

At the same time, advancements in lightweight SaaS applications allow brands to stand up and test websites, marketing campaigns, and loyalty programs without an army of experts or developers. By combining B2B and B2C ecommerce, cycles can be cut dramatically to get products on shelves faster.

Brands 49

Brands Apparel B2B Retail 49

ReviewTrackers

MAY 8, 2017

The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By Steve Offsey. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Strativity

JULY 16, 2020

In 1992, we were a small 30-person market research company named Lieberman Research West, working hard to regain our footing after a challenging economic recession that coincided with the first Persian Gulf War. When we added more outside companies to deliver new marketing capabilities to our growing family, we became LRW Group.

Consulting 52

Consulting B2C Loyalty Programs Social Media 52

BirdEye

DECEMBER 8, 2022

Let’s say you’re a business-to-consumer (B2C) company selling retail products. Organize important resources that you can use for your marketing efforts. This plays into the idea of “fear of missing out” (FOMO), which can be an effective marketing strategy to make your followers jump on your products at the first available moment.

Social Media 98

Social Media Brands Entertainment Connections 98

SurveySparrow

APRIL 17, 2020

B2B buyers have come to demand much more from their buying journeys, and many expect a buyer experience similar to that of B2C customers. There are several eCommerce platforms available in the market, but which one is the right fit for you? Pick the Right Technology Platform. Invest in a Responsive Website. Simplify Payments.

B2B 52

B2B B2C Demo Feedback 52

ClearAction

AUGUST 21, 2016

To get more insight on this disconnect, I sat down with Lynn Hunsaker , a customer experience expert who helps companies love and be loved by their customers, through her firms, ClearAction and Marketing Operations Partners. Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters.

Brands 54

Brands Customer Experience Social Media 2008 54