ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Many of the same principles in a B2C loyalty program apply to B2B. Absolutely!

Article 144

Article 2021 Customer Service Loyalty Programs 144

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.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

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

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. 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.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

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.

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

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

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

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 99

2020 Article Customer Service Loyalty Programs 99

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 81

Net Promoter Score Article 2024 Loyalty Programs 81

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 77

E Commerce Article 2024 Loyalty Programs 77

Kerry Bodine

APRIL 4, 2018

We want to map from the awareness phase all the way through retention and loyalty.”. If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. We were going to do the whole lifecycle,” he told me. “We

Customer Journey 123

Customer Journey B2C Insurance B2B 123

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

Optimove

JULY 12, 2021

That’s why customer engagement must become an essential KPI for every business that cares about loyalty and lifetime value. Implement rewards/points programs, membership/loyalty programs, and VIP clubs to incentivize customers to increase engagement with your brand. How Do You Measure Customer Engagement? Reach Out ?at

Customer Engagement 98

Customer Engagement Engagement B2C Workshop 98

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. How to Make Loyalty a New Business Line for your Brand? In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force. Here’s how. must practice.

Article 91

Article 2023 2028 Customer Service 91

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

Daniel Group

AUGUST 13, 2021

Strategy + Business: The untapped potential of B2B customer loyalty programs. This article recommends B2B take some ideas from B2C on customer loyalty programs to keep their customers happy. This one explains why referrals are so important to your business success and provides tips to improve yours.

B2B 98

B2B Feedback Loyalty Programs B2C 98

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

Customer Bliss

JANUARY 18, 2018

Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it. Kathy Tobiasen has spent her career serving customers in both B2B and B2C organizations including Computer Associates, Kaplan Inc., Our way of saying thank you for being a customer without them having to do work.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

ChurnZero

MAY 18, 2021

Be it a B2B or B2C business, assuring your customers that you are a better choice than the competition is easier said than done. For example, on a B2C website, live chat software can make it easier for the customer to find the relevant product. Add loyalty programs to the mix, and you will be able to retain your customers for life.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. But there are innings left to be played.

Article 78

Article 2020 Customer Service Contact Center 78

Optimove

OCTOBER 5, 2023

There’s some hope though, as according to our 2023 B2C Marketers survey , however, 57% of marketers said they plan to invest more in AI and marketing automation in the coming year. Reward User Loyalty: Implement a robust loyalty program that rewards users for their continued engagement with your app. Fright Level: 6.

Marketing 119

Marketing 2023 B2C Consumers 119

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

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 70

2024 Article Customer Service B2B 70

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

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

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. 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.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

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 52

Article 2020 Loyalty Programs Customer Service 52

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. This led many banks in Europe to close their rewards program over the past three years. Or, in the form of the now-prevalent sign-up bonuses that come from switching banks.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Frankly, I’m surprised that loyalty, service and experience are separate. If one of them resonates with you, just click on it and you will be taken to the idea.

2019 54

2019 Article Customer Service Loyalty Programs 54

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. Reward Customer Loyalty.

Customer Engagement 62

Customer Engagement Engagement B2C Customer Journey Mapping 62

SurveySparrow

FEBRUARY 27, 2024

Net Promoter Score , or NPS, is a crucial metric to gauge customer loyalty and satisfaction. We have already defined that NPS is crucial for understanding customer satisfaction and loyalty. A higher NPS score means excellent customer satisfaction and loyalty, meaning increased customer retention. Let’s not waste any time.

NPS 52

NPS Retail 2024 Loyalty Programs 52

Kustomer

JANUARY 11, 2022

Improved Loyalty. Loyalty is about more than customer retention. 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. Improved Conversion Rates. Image source: smartinsights.com.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

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

BirdEye

NOVEMBER 7, 2023

Common text abbreviations and their meanings Before delving deeper, let’s familiarize ourselves with a few popular texting acronyms: BRB: Be Right Back TBA: To Be Announced FYI: For Your Information LOL: Laugh Out Loud TBD: To Be Determined IMO/IMHO: In My Opinion/In My Humble Opinion IDK: I Don’t Know B2B/B2C: Business-to-Business/Business-to-Consumer (..)

Social Media 116

Social Media Communication ROI Sales 116

Forrester's Customer Insights

FEBRUARY 5, 2019

After more than two years of loyalty program limbo and “will they, or won’t they” debates, Marriott unveiled the name of its unified loyalty program: Bonvoy. For Marriott, the stakes […].

Loyalty 44

Loyalty Hospitality Loyalty Programs B2C 44