ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision?

Loyalty Programs 92

Loyalty Programs Loyalty Fashion Financial 92

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. With InMoments social listening tool , you can track brand and product mentions to see what customers have to say. Another benefit of educating your customers is brand credibility.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise. My Comment: I’ve written many articles about loyalty programs.

Article 69

Article 2024 Customer Service Loyalty Programs 69

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. Did you know that social media is the number one discovery channel for products?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. A few of my favorite examples of how brands are getting it right: 1.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. Step #1: Design Your Program. This is an opportunity to figure out the drivers of repeat purchases for your specific brand and its products, and apply those across the board.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty?

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

ShepHyken

FEBRUARY 16, 2025

What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.

2025 79

2025 Article Customer Service Loyalty Programs 79

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Every interaction at every stage of the customer’s journey can affect loyalty.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

InMoment XI

DECEMBER 1, 2021

And the goal of that process is to drive a deeper sense of loyalty. There is clearly some overlap between both programs, so how can brands utilize one to inform the other? If a customer isn’t satisfied with the proposed exchange your loyalty program offers, they won’t buy in. would if a discount is involved.

Information 195

Information Loyalty Insights Marketing 195

Brandwatch CX

MARCH 27, 2025

Relationship marketing is a long-term strategy, and that might put some brands off. Customer service (talk to them sweetly) Customer service has to be the number one priority for brands hoping to succeed at relationship marketing. Customer success (tell them how good they are) Customer loyalty programs are a mixed bag.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

Optimove

DECEMBER 31, 2024

Loyalty Program ROI : 85% of engaged customers participate in loyalty programs, driving recurring revenue and a 25% improvement in retention rates. Zero-Party Data Value : Consumers willingly share preferences in exchange for better experiences; brands using zero-party data see 15% higher response rates.

2025 69

2025 Customer Engagement Engagement E Commerce 69

ShepHyken

MARCH 10, 2025

Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are. Here’s how to keep trust alive.

2025 69

2025 Article Loyalty Programs Customer Service 69

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. They are repeat and loyal customers who are crucial to a company or brand staying in business.

Article 62

Article Customer Service Loyalty Programs 2024 62

CloudCherry

JULY 25, 2018

For their purposes, an Iconic firm is one that maintains “the highest levels of customer experience and have world-leading brand recognition” and also possess other key distinctions from their counterparts, such as: Being omnichannel leaders. The report focuses on “Iconic firms” and contrasts them to those that are not iconic.

Technology 170

Technology Brands Customer Experience Omnichannel 170

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

ShepHyken

JANUARY 26, 2025

My Comment: We kick this weeks Top Five roundup off with advice from the CXO of one of the most recognizable brands, Verizon. Whenever you can learn from a leader of an iconic brand, jump on it! Most agree that loyalty programs make them feel more connected to the brand. The title sums up the gist of the article.

Article 66

Article 2025 Customer Service Loyalty Programs 66

CSM Magazine

APRIL 3, 2025

Transforming Customer Engagement with NFTs and Loyalty Programs Web3 platforms are leveraging non-fungible tokens (NFTs) and blockchain-based loyalty programs to reimagine customer engagement strategies: Dynamic Rewards : Traditional loyalty programs are static, often requiring customers to accrue points that may have limited value.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. 32% of all customers would stop doing business with a brand they loved after one bad experience. ( American Express ). Temkin Group ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. A transaction may be hours, days, or weeks down the road. #4.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. A strong customer experience strategy enables you to create a truly customer-centric brand. Of course, these wont happen overnight.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

MAY 4, 2015

Why is this such bad news for your brand? The physical store and its online extension are the bread and butter of most customer experience programs. You’ve built a brand and a reputation around your in-store experience. And I think this is typical of how most view the customer experience. And it doesn’t stop here.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

ShepHyken

FEBRUARY 3, 2025

7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective. Here are seven signs your loyalty program may need a redesign. Here are seven reasons why a loyalty program might fail.

2025 73

2025 Article Customer Service Loyalty Programs 73

ShepHyken

JANUARY 5, 2025

Thank you for letting us be a part of your 2024and well see you next year for a brand-new season! Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. The goal is to create an emotional connection.

2025 69

2025 Article Customer Service Loyalty Programs 69

ShepHyken

FEBRUARY 3, 2025

How does a business enhance customer loyalty without relying on points or discount programs? Top Takeaways People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition. Customers are willing to pay more for excellent service.

Loyalty Programs 79

Loyalty Programs Loyalty Connections Brands 79

CSM Magazine

NOVEMBER 6, 2024

Many brands now offer low-cost franchise opportunities for veterans , making it easier for them to enter the business world without a heavy upfront investment. This approach allows them to build a business that benefits from both brand recognition and personal connections. A loyalty program doesn’t have to be complicated.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52

CSM Magazine

JULY 5, 2024

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs?

Loyalty Programs 52

Loyalty Programs Loyalty Measurement Brands 52

Experience Investigators by 360Connext

JANUARY 12, 2015

We are most likely loyal to some brand or another. They earn your loyalty because of how they make you feel. Now consider the last time you talked up a brand without any reward except sharing the good news. All loyalty and authentic word-of-mouth marketing results are based on emotion. Some swear by Nike.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape?

2025 76

2025 Consumers Insights Marketing 76

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Define and consider the specific points of interaction between each customer persona and your brand. Their goals with your brand. Tap into what’s most necessary for leaders in your organization to understand how the customer is really feeling and interacting with your brand. Use a common template to create all your personas.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375