InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. Positive word of mouth helps you attract prospects away from your competitors.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

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. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

ShepHyken

NOVEMBER 3, 2024

Most consumers like human customer service by Retail Customer Experience (Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.

Article 70

Article 2024 Customer Service Loyalty Programs 70

GetFeedback

DECEMBER 21, 2018

consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. consumers say they’d share more personal information with a company that offers a great experience. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Brandwatch CX

MARCH 27, 2025

It extends content and communications beyond overly promotional messages, intruding into the consumer’s space with a hard sell. With empowered consumers who are spoilt for choice, fostering a relationship to the benefit of the consumer can make you stand out from competitors. Some say that they foster loyalty.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

IntouchInsight

SEPTEMBER 23, 2022

Consumer reactions to this vary greatly. As anyone who has recently filled up their gas tank or purchased groceries will tell you, the cost of living just keeps going up. Some people will shop sales while others will buy in bulk. The common goal, however, is to get the best value for every dollar spent.

Loyalty Programs 118

Loyalty Programs Loyalty Consumers Sales 118

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. of midmarket consumer products businesses, according to new research from SAP Insights.

Article 62

Article Customer Service Loyalty Programs 2024 62

Optimove

DECEMBER 31, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Top 25 Insights: Personalization at Scale : Over 70% of consumers now expect personalized communication tailored to their preferences, not just their demographics.

2025 69

2025 Customer Engagement Engagement E Commerce 69

Oracle

JANUARY 4, 2021

In a recent webinar hosted by Oracle, Vitamix, a leading global manufacturer of high-performance blending technology for consumers and commercial settings, shared three ways to elevate customer experience and deepen loyalty. Design your loyalty program to foster engagement. Read on to learn how.

Loyalty Programs 75

Loyalty Programs Loyalty Brands Webinar 75

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 66

Article 2025 Customer Service Loyalty Programs 66

InMoment XI

MAY 14, 2022

While the intelligence derived from this feedback is critical for an organization to create optimal, personalized customer experiences that drive business value, there is another salient factor that drives consumer behavior: customer-brand identity. A Few Examples from Best-In-Class Brands. Remember the Tiffany example? Wrapping Things Up.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

DECEMBER 1, 2021

If a customer isn’t satisfied with the proposed exchange your loyalty program offers, they won’t buy in. For example, according to our CX Trends report , customers are less likely to share their info when a program only offers to make interactions easier, more efficient, or to deliver personalized recommendations.

Information 195

Information Loyalty Insights Marketing 195

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.

2025 70

2025 Article Loyalty Programs Customer Service 70

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. A set it and forget it approach wont engage todays consumers. Here are seven signs your loyalty program may need a redesign.

2025 74

2025 Article Customer Service Loyalty Programs 74

PK

DECEMBER 21, 2020

Traditional loyalty programs feature points, rewards, and member benefits to promote repeat purchases. But programs like these present a challenge for technology consumer goods with companies who sell devices like […]. The post The engineered experience: Loyalty for technology consumer goods appeared first on PK.

Loyalty 98

Loyalty Consumers Technology Loyalty Programs 98

ShepHyken

JANUARY 5, 2025

With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.

2025 70

2025 Article Customer Service Loyalty Programs 70

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Their decision-making process , like what media or content they consume, as well as what influences them.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

CSM Magazine

APRIL 3, 2025

But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? Web3 loyalty programs use NFTs to offer exclusive experiences, transferable rewards, and tiered benefits that incentivize long-term engagement. Better customer experiences.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

ShepHyken

MAY 26, 2023

She writes about next-generation loyalty programs and how they can enhance customer experience. These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.

Loyalty Programs 62

Loyalty Programs Loyalty Customer Experience Customer Centricity 62

InMoment XI

OCTOBER 3, 2024

While these strategies can vary based on your business model or resources available to your customer experience program, these proven strategies can help any organization reduce customer churn and improve customer retention. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Let’s learn from some of the best.

Article 77

Article 2024 Customer Service 2025 77

Customer Bliss

JANUARY 18, 2018

Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it. Start developing consumer insights: why did you leave and how can we earn their trust back? Our way of saying thank you for being a customer without them having to do work. CX Click To Tweet.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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. For instance, airline miles can widely be exchanged out of hotel programs.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

ShepHyken

MARCH 24, 2025

by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis.

Article 74

Article 2025 Customer Service Healthcare 74

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 155

Article 2021 Customer Service Loyalty Programs 155

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. Step 2: Researching Loyalty Programs to Increase Retention Loyal customers spend more and stay longer but keeping them engaged takes more than just good products. The solution?

Management 115

Management Customer Experience Roadmap NPS 115

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 139

Article 2021 Customer Service Loyalty Programs 139

Joe Rawlinson

NOVEMBER 3, 2024

Seamless Loyalty Program Integration The use of OCR technology simplifies the enrollment process for loyalty campaigns. Enhancing Multi-channel Interactions Modern consumers anticipate consistent service across all channels, be it online, in-store, or over the phone.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

SurveySensum

NOVEMBER 5, 2024

Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41. Let’s discover its top 6 drivers behind customer loyalty. Strong Loyalty Program Nike’s loyalty program is more than just a point system.

NPS 52

NPS Loyalty Loyalty Programs Sports 52

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. The golden benchmark is about $25 USD per year in loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

InMoment XI

OCTOBER 23, 2024

Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. 62% of consumers agree that personalized recommendations are better than general ones.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 195

Hotels Guest Experience Travel 2023 195

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

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. Loyalty program software does something similar, tracking how much people spend with a company. The value of relationships is based on something much deeper. Move beyond transactions .

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

ShepHyken

AUGUST 30, 2019

As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. In fact, the same source showed that 89% of consumers switched to another business after experiencing poor customer service. Create Loyalty Programs with Enticing Rewards. Conclusion.

Blog 110

Blog Loyalty Programs Loyalty Lifetime Customer 110

ShepHyken

APRIL 26, 2021

How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands. How to Provide Great Customer Service on Social Media by Atlanta Small Business Network.

2021 141

2021 Article Customer Service Contact Center 141

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. Here’s a look at the different tactics retailers are experimenting with—and why consumer insight needs to be part of the mix as companies try new ways of reinvigorating sales.

Retail 167

Retail Apparel E Commerce 2016 167