InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? We are most likely loyal to some brand or another. You like being loyal to these businesses because they earn your loyalty. 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.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 1, 2021

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. The Difference Between Loyalty Marketing Programs and Customer Experience. The Difference Between Loyalty Marketing Programs and Customer Experience.

Information 195

Information Loyalty Insights Marketing 195

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

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

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

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

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. By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

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. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. It enables you to boost your brand reputation.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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

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

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

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

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

GetFeedback

FEBRUARY 2, 2020

Customer loyalty is at its most basic definition when customers are likely to continue to do business with you. Different companies measure their customer loyalty differently, but an easy way to do it is by looking at a customer’s purchases over their lifetime. The same goes for customer loyalty and its importance.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

SurveySensum

NOVEMBER 5, 2024

Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. Let’s discover its top 6 drivers behind customer loyalty. Strong Loyalty Program Nike’s loyalty program is more than just a point system. Remember its acquisition of Converse?

NPS 52

NPS Loyalty Loyalty Programs Sports 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.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

GetFeedback

JUNE 11, 2019

Indeed, there are many brands with cult-like followings. But why isn’t this level of fandom a reality for every brand? According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences.

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

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

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

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

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

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. Get ready to smile!

2025 69

2025 Article Loyalty Programs Customer Service 69

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Content Speed Matters : In a real-time world, brands leveraging dynamic, fast-moving content see a 20% boost in engagement.

2025 69

2025 Customer Engagement Engagement E Commerce 69

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

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

Beyond Philosophy

SEPTEMBER 2, 2019

When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. Customer loyalty is more than automatic or indifferent behavior. We discussed the two secrets to Customer Loyalty in a recent podcast.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

SurveyGizmo

NOVEMBER 4, 2021

COVID killed brand loyalty. Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics. But the great brand realignment isn’t over. Why Loyalty Matters.

Loyalty 95

Loyalty Brands 2022 Loyalty Programs 95

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

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

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is. Ask Wells Fargo.

Loyalty 172

Loyalty Airlines Banking 2007 172

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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

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