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. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect).

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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

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

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

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. Each touchpoint leads to an emotion.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

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

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

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.

2025 52

2025 Loyalty Loyalty Programs Omnichannel 52

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. Thats three-quarters of your customers!

2025 69

2025 Article Customer Service Loyalty Programs 69

Joe Rawlinson

NOVEMBER 3, 2024

Seamless Loyalty Program Integration The use of OCR technology simplifies the enrollment process for loyalty campaigns. Card scanning plays a crucial role by making client data instantly accessible at every touchpoint. An understanding of individual needs also enables added recommendations and solutions.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Also, it helps you improve all touchpoints. What Is the Customer Journey?

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey Social Media 91

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

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

Oracle

SEPTEMBER 16, 2020

Over the years, the concept of brand loyalty hasn’t changed, but a brand’s approach to customer loyalty and retention has. Customer loyalty is shifting to brands that deliver exceptional customer experiences using more relevant personalization. Maintain communication.

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Your customer journey is composed of a set of touchpoints. Imagine this.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

CSM Magazine

FEBRUARY 6, 2025

Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level. Customers appreciate when brands go beyond generic offerings and provide something tailored just for them. Receiving a product designed just for them becomes a positive memory linked to your brand.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

ProProfs Chat

MAY 28, 2020

No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty?

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Optimove

NOVEMBER 26, 2024

However, customers today interact with brands across multiple channels, including SMS, in-app messaging, social media, and direct mail. Key Considerations for Transition: Phase 1 (Email Focus): Start by optimizing the email program with robust data analysis, clear segmentation, and personalized messaging.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Oracle

FEBRUARY 14, 2020

Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. To retain loyal consumers, and attract consumers with similar buying habits, brands are tasked with rethinking the way that they interact with their consumers.

Loyalty 79

Loyalty Brands Loyalty Programs Customer Journey Mapping 79

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. Each touchpoint leads to an emotion.

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? That’s exactly what customer journey mapping does—charting each step customers take with your business, from first contact to long-term loyalty. Importantly, break down data silos.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. Why hasn’t loyalty? Why should investing in loyalty be different?

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

delighted

OCTOBER 22, 2024

Natively digital, ecommerce offers a brand fluidity that a purely brick-and-mortar business cannot. But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

CSM Magazine

DECEMBER 17, 2024

Enhanced Personalization Todays customers expect brands to know themwhat they want, when they want it, and how they want it. Seamless Loyalty Programs Loyalty programs can deliver massive customer retention benefits when personalized appropriately. This boosts relevance, engages shoppers, and grows conversions.

E Commerce 52

E Commerce Insights E-support Customer Experience 52

InMoment XI

FEBRUARY 7, 2024

What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. Consumers are more likely to engage with and stay loyal to brands they trust.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. At InMoment, we frequently sit down with brand executives and look at real-time metrics that show how much revenue has been recovered due to their closed loop program. Recover Customers Effectively.

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Automotive 195

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Oracle

JUNE 10, 2019

If a one-size-fits-all formula of a successful marketing strategy existed, then a loyalty program would be one of the most important variables in it. Customers want to feel special, and loyalty programs give them the sought-after sense of exclusive treatment and engagement. Common types of loyalty programs.

Loyalty Programs 49

Loyalty Programs Loyalty Entertainment Touchpoint 49

CSM Magazine

OCTOBER 21, 2024

A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty. Provide Multiple Communication Channels Customer communication plays a significant role in shaping their overall experience with your brand.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

Alida

JANUARY 5, 2018

” Brand management becomes holistic. Thinking about the bigger picture isn’t anything new for CMOs, but Forrester says looking at their brand holistically will be imperative in 2018. This means making sure there’s consistency between what the brand is promising consumers and the experience that’s actually delivered.

2018 0

2018 Marketing Multi-Channel Advertising 0

Optimove

FEBRUARY 12, 2025

The Big Picture: Post-holiday customer retention strategies go beyond driving immediate salestheyre about fostering long-term relationships and building brand loyalty. By crafting specific journeys for one-time customers, brands can increase the likelihood of turning them into loyal, repeat shoppers. #

Customer Retention 52

Customer Retention Loyalty Programs Download Loyalty 52

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. What is A Customer Experience Improvement Program? A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

SurveySensum

AUGUST 19, 2024

Recently, Mike was looking for brand-new Nike shoes so he visited their website. This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. What are Customer Touchpoints? When he found the perfect pair, he added them to his cart.

Touchpoint 52

Touchpoint Social Media Customer Journey Feedback 52

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52