Optimove

DECEMBER 31, 2024

This post offers 25 insights for marketers eager to leverage AI for personalized customer journeys, build loyalty through multichannel consistency, and boost retention and revenue with data-driven, customer-centric strategies. Discover which level you are on and how you can move up.

2025 69

2025 Customer Engagement Engagement E Commerce 69

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. True customer loyalty extends beyond transactional interactions and loyalty programs. 95% of your customers will be friendly, regular people.

Customer Centricity 93

Customer Centricity Culture Loyalty Programs Loyalty 93

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel.

Customer Centricity 98

Customer Centricity Loyalty Programs Loyalty Financial 98

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. The Importance of Reducing Customer Churn A customer-centric approach cant succeed without addressing customer churn. 64% of loyal customers are more likely to purchase frequently.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Indeed, even those considered the flag-bearers for customer centricity – like Amazon – receive bad press. Let’s learn from some of the best. Unfortunately, very few brands have.

Article 78

Article 2024 Customer Service 2025 78

Experience Investigators by 360Connext

JANUARY 7, 2025

Define the CX Strategy elements we explored above, including a customer-centric vision statement and measurable CX goals. Why are you starting on this journey of customer experience? What do you believe it will do for your business outcomes and customers?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

OCTOBER 23, 2024

Keep customers in the loop with personalized messages about account activity, new products, or special offers. Regular communication helps build trust and keeps customers engaged with your services. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Financial Touchpoint 195

ShepHyken

JUNE 7, 2021

Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Article 141

Article 2021 Customer Service Loyalty Programs 141

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

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

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. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

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. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

Retently

MARCH 11, 2025

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. A CX Manager researches loyalty programs to: Boost customer lifetime value (LTV) Giving customers a reason to return and keep purchasing.

Management 115

Management Customer Experience Roadmap NPS 115

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Implement a loyalty program : Reward loyal customers with discounts, free products, or upgrades to gamify the brand experience (and trigger dopamine!). Loyalty programs give customers a perceived return on their investment and reward them for their loyalty. But be careful with these programs.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture.

Customer Centricity 101

Customer Centricity Loyalty Programs Loyalty Metrics 101

Experience Investigators by 360Connext

NOVEMBER 2, 2021

If your goal is to be more customer-centric during the onboarding process, then it helps to consider what actions you will take to achieve that. That means including their everyday frustrations and real-life obstacles along the customer journey. . Don’t shortchange Step # 1 above – Deciding on the goal of the project.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

CSM Magazine

MARCH 28, 2025

Acknowledge Customer Loyalty Reward long-term customers through loyalty programs , discounts, or personalized offers to show appreciation. Be Proactive Contact customers with updates , special offers, or reminders before they even realize they need your help.

Customer Service 59

Customer Service Loyalty Programs Social Media Culture 59

Happy or Not

DECEMBER 17, 2024

Customer retention and customer loyalty are crucial indicators of a successful voice of the customer program, and customer loyalty program examples can further demonstrate their impact. The best customer loyalty programs take customer input seriously and use it to make improvements.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Loyalty 36

CSM Magazine

DECEMBER 17, 2024

Seamless Loyalty Programs Loyalty programs can deliver massive customer retention benefits when personalized appropriately. Reverse ETL ensures loyalty platforms are synced with up-to-date data, automatically updating points balances and surfacing personalized rewards in real-time.

E Commerce 52

E Commerce Insights E-support Customer Experience 52

Beyond Philosophy

JUNE 9, 2015

Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity. Cute slogans for PR and minor changes to annoying, internally focused fees do not make a great Customer Experience. New Webinar: How to Design & Build an Effective Loyalty Program.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

CSM Magazine

OCTOBER 15, 2024

.” – Damon Richards “Your most unhappy customers are your greatest source of learning.” ” – Bill Gates Building a Customer-Centric Culture “Customers will never love a company until the employees love it first.” ” – Simon Sinek “The customer’s perception is your reality.”

Customer Experience 52

Customer Experience Loyalty Programs Advertising Culture 52

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Forrester's Customer Insights

OCTOBER 25, 2022

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Championing a customer-centered mindset within the company.

Chief Customer Officer 128

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 128

CSM Magazine

OCTOBER 21, 2024

Train Your Team to Be Customer-Centric Your team is the backbone of your customer service efforts. Therefore, it’s essential to train your employees to adopt a customer-centric mindset.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. Videos to motivate a customer-centric business. What if customers become friends? I hope to pass that knowledge onto you.

Loyalty Programs 79

Loyalty Programs E-support Loyalty Rewards Programs 79

Thematic

APRIL 1, 2025

Clear objectives keep your efforts customer-centric and business-focused. " Loyalty programs, customer newsletters, exclusive offers Positive feedback from customers in loyalty program; repeat purchase rates increasing slowly Mapping out the journey also boosts cross-team collaboration.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

C3Centricity

MAY 12, 2024

Nordstrom sets a high standard in this regard, famously accepting the return of car tyres they never sold to satisfy customer expectations and demonstrate their commitment to service. Another company renowned for its customer service is Zappos , an online retailer. I bet you’ve clicked on many of their suggested titles.

Loyalty 104

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 104

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. The concept of desire is loyalty on steroids.

2016 78

2016 Article Customer Service Loyalty Programs 78

Optimove

DECEMBER 30, 2024

Marketers can develop highly targeted campaigns by creating interactive, trust-building experiences that foster transparency and customer loyalty. #4 4 Focus on Retention Over Acquisition Prioritizing Long-Term Customer Value Keeping existing customers is far more cost-effective than acquiring new ones.

2025 52

2025 Marketing Download Loyalty Programs 52

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty.

Hotels 195

Hotels Guest Experience Travel 2023 195

Retently

JANUARY 25, 2023

Launch loyalty programs For 78% of US consumers , a good loyalty program encourages them to buy more, while 72% are more likely to recommend brands to others. Additionally, it can also help attract new buyers, as potential customers may be more likely to shop with a brand that offers a loyalty program.

Loyalty Programs 31

Loyalty Programs Advertising Loyalty Social Media 31

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Be it Alexa, Google, Siri, etc.,

Article 85

Article 2019 Customer Service Social Media 85

Beyond Philosophy

APRIL 30, 2015

So now what do we do to build Customer Loyalty? Loyalty Programs Disappoint Customers. Are Loyalty cards about loyalty or just another form of offering benefits? It’s clear loyalty programs don’t always drive loyalty , however. Take a look at your loyalty program.

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

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. How do you build the right onboarding process that’s built around your core values and that customer centricity?

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

ShepHyken

AUGUST 11, 2024

Good Loyalty Programs Drive Word-of-Mouth Recommendations by Bryan Wassel (Grocery Dive) Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found. But there’s more. Don’t overlook the data! consider attending the event.

Article 88

Article Customer Service Loyalty Programs 2024 88

SurveyGizmo

FEBRUARY 4, 2021

For an organization that truly wants to become customer-centric, then they need a strategy for building customer loyalty. And building a loyal customer base should be one of their goals when launching a VoC program. Striving for a superior customer experience should go hand-in-hand with your VoC program.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98