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. My Comment: I’ve written many articles about loyalty programs.

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Article 2024 Customer Service Loyalty Programs 68

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

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting.

Brands 259

Brands Hotels Consulting Workshop 259

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Experience Investigators by 360Connext

JULY 13, 2015

Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. Reward Investments In Customer Loyalty. Rewarding employees on customer loyalty and proactive participation in that will help them see the need to focus on current customers.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8

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Loyalty Loyalty Programs 2017 Books 116

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.

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Loyalty Airlines Banking 2007 172

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

ShepHyken

DECEMBER 16, 2024

Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Not doing so is a risk to the long-term survival of your company! My Comment: A new metric?

Article 62

Article Customer Service Loyalty Programs 2024 62

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

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Are Your CX Metrics Hurting Your Customer Experience?

Article 65

Article 2025 Customer Service Loyalty Programs 65

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Featured Opinion Review airlines Customer Experience customer service linkedin loyalty management travel'

Airlines 307

Airlines Customer Experience Travel Books 307

Experience Investigators by 360Connext

AUGUST 23, 2018

“Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. appeared first on Customer Experience Consulting. Customer Empathy Means Going Beyond the Obvious.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Article 151

Article 2021 Customer Service Loyalty Programs 151

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. for the dollars spent.

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Article 2021 Customer Service 2026 148

Experience Investigators by 360Connext

MAY 4, 2015

You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. More Posts Follow Me: The post Closing the Customer Experience Gap With Mobile appeared first on Customer Experience Consulting. Customers in your store are given your utmost attention.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Such consultants may look at onboarding with the help of online courses.

Loyalty 88

Loyalty Loyalty Programs Consulting B2B 88

Beyond Philosophy

DECEMBER 12, 2016

Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. Customers expect easy return options, real incentives for bothering to sign up for a loyalty program, and that you know the difference between them, a loyal customer making a legitimate purchase and an imposter.

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Loyalty Programs Books 2015 2016 157

BirdEye

MARCH 17, 2023

In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency. In this article, we’ll explore the world of small business consulting and how you can become a successful small business consultant to help business owners get the most out of their business.

Consulting 98

Consulting Social Media Financial Sales 98

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

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Customer Retention 2024 Guest Experience Loyalty Programs 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

InteractionMetrics

JANUARY 7, 2025

The Power of Personas and Critical Moments Effective journey maps focus on key customer personas and highlight the “moments of truth”the interactions that have an outsized impact on the customers experience and loyalty. Opportunities: Areas where improving the experience can drive loyalty, revenue, or efficiency.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

GetFeedback

JANUARY 28, 2020

Have you ever wondered why many US companies spend more than $2 billion each year on loyalty programs? Alice Jones is a professional social media consultant and freelance writer from San Francisco, CA. Alice graduated with a Master’s degree and concentrates on such subjects as marketing, freelance, business, and consultancy.

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Social Media Customer Retention Customers Article 322

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. That goes for both good and bad news!

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Loyalty Programs Loyalty 2004 Rewards Programs 45

Michelli Experience

MAY 31, 2018

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post A Loyalty Program Doesn’t Loyalty Make {Infographic} appeared first on Joseph Michelli. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Loyalty Programs 12

Loyalty Programs Loyalty Consulting Customer Experience 12

ShepHyken

APRIL 29, 2019

Customer Loyalty! By the way, I like the simple definition the author uses for customer loyalty: “… the ongoing instance of a customer who continues to repurchase from a business when they have competitor and substitute offers available.”. 76% of Customers Choose Loyalty Programs that Collect ONLY Name and Phone Number by Michael Guta.

Article 19

Article 2019 Loyalty Programs Customer Service 19

Influitive

OCTOBER 11, 2015

Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

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Customer Engagement Loyalty Engagement Social Media 111

Alida

JANUARY 19, 2017

In a similar move, Adidas opened a four-level, “stadium retail concept” store in Manhattan that features a personal fitness consultation area, a customization section and locker room-style changing rooms. But there is a bigger, more compelling motivation for these expensive offline retail investments: customer loyalty.

Retail 167

Retail Apparel E Commerce 2016 167

Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. Here’s Why.

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Sales Loyalty Programs Consulting Loyalty 124

Beyond Philosophy

JANUARY 14, 2015

As a customer experience consultant, hearing this represents an experience failure. Recently this retailer has decided to launch a loyalty program. This program is completely separate from being a charge card holder and all the marketing that they’re already directing our way. “You’ll Have To Call Customer Service”.

Customer Experience 164

Customer Experience Loyalty Programs Retail Customers 164

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. It’s time to think differently about customer loyalty.

Loyalty Programs 40

Loyalty Programs Loyalty 2015 Customers 40

ShepHyken

DECEMBER 7, 2020

Numerous experts were consulted. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. My Comment: Want to build repeat business and customer loyalty?

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Article 2020 Customer Service Loyalty Programs 114

Kayako

MAY 30, 2017

“But you don’t have to accept that,” says author and consultant Steven van Belleghem, in this talk What If Customers Became Friends? Van Belleghem says the secret to loyalty is conducting business from the heart, helping people, and always doing the right thing. Customer loyalty programmes…why bother!

Loyalty Programs 73

Loyalty Programs E-support Loyalty Rewards Programs 73

Beyond Philosophy

JUNE 11, 2015

…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

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Loyalty Programs Loyalty Consumers Retail 106

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Are you a loyal employee?

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Rewards Programs Hotels Travel Chief Customer Officer 133