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. But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers.

Information 195

Information Loyalty Insights Marketing 195

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them.

Banking 195

Banking Customer Experience Financial Touchpoint 195

delighted

OCTOBER 22, 2024

Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences. Leveraging tools that collect customer insights and data, ecommerce brands can readily gather the information they need to better serve their customers. Not sure where or how to get started?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

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. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InteractionMetrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Takeaways from the Customer Journey Mapping Roundtable Takeaway #1. What is Customer Journey Mapping?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 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. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

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 116

Management Customer Experience Roadmap NPS 116

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. Retail Pharmacy.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

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. For more insights on customer engagement, contact us to request a demo.

2025 69

2025 Customer Engagement Engagement E Commerce 69

GetFeedback

JUNE 11, 2019

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. But this does not need to be done on an individual level with each customer. Brand loyalty is driven by emotional connections.

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 72

Loyalty Programs Loyalty Omnichannel Events 72

GetFeedback

DECEMBER 21, 2018

Only 19% of businesses report that they have a dedicated customer experience team to manage the experience. ( Genesys ). 30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 22, 2022

Inferred Feedback Methods : Customer behaviors on your website : use this data to see behaviors such as if customers are abandoning items in their cart, or perhaps there are web pages that are visited less often than others and have room for optimization. Bringing Voice of Customer Examples to Life.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

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

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

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. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

InMoment XI

MAY 4, 2023

expecting parents, new college students) to provide an ecosystem of products at specific points in those customer journeys. To strengthen their customer experience strategy, companies should focus on providing stellar customer journeys, inspiring their teams, and activating their promoters.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

Kitewheel

JULY 27, 2020

Why Customer Loyalty Programs Matter. Customer loyalty programs influence the likelihood that a customer will continue purchasing from a given company rather than their competition. So, what makes a customer loyal to a brand? The Benefits of Loyalty Programs .

Loyalty Programs 52

Loyalty Programs Loyalty Rewards Programs Customers 52

ShepHyken

DECEMBER 9, 2022

He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. What do customers expect from contact centers? . The takeaway?

Customer Journey 126

Customer Journey Brands Sales Contact Center 126

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. First, we’ll hear from Kathy Tobiasen , the Vice President of Customer Experience at The Nature’s Bounty Company.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important?

Measurement 195

Measurement Hotels Social Media Hospitality 195

ChurnZero

MAY 18, 2021

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? A good customer journey map is like Google Maps for your customers. It helps you tell the story of your customer’s experiences with your brand across all touchpoints.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

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. The customer experience has evolved. Why hasn’t loyalty? according to the study.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Absolutely!

Article 139

Article 2021 Customer Service Loyalty Programs 139

InMoment XI

OCTOBER 3, 2024

Customer retention is your organization’s ability to keep your existing customers coming back to you over a set period. This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Why is Customer Retention Important? Accessed 9/19/2024.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

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.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 49

Loyalty Programs Loyalty Omnichannel Events 49

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. Positive guest experiences lead to higher customer satisfaction levels. Guest experiences impact reputation.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #1: Invest in omnichannel retailing.

Loyalty 79

Loyalty Brands Loyalty Programs Customer Journey Mapping 79

Happy or Not

DECEMBER 17, 2024

Creating a winning voice of the customer (VoC) program is crucial for businesses that wish to thrive in today’s competitive landscape. This guide will cover seven essential steps to build a VoC program that improves customer experience, drives brand loyalty, and increases retention.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Loyalty 36

Alida

FEBRUARY 22, 2017

Why then do the tools companies use to get closer to their customers focus on the number and size of transactions? Many systems, such as CRM, measures the number of transactions a customer has with a brand. Loyalty program software does something similar, tracking how much people spend with a company.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

CSM Magazine

MARCH 28, 2025

P ersonalised experiences Casinos work hard to make sure that their customers feel valued individually. Online casinos have their own version of this, with loyalty or VIP programmes that reward players with personalised experiences on their site. And they do that by offering personalised service.

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Getting customers engaged in shorter-term activities often bodes well for long-term customer retention.

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. To get the best results out of your digital customer journey, your touchpoints can’t be held in silo.

Customer Journey 90

Customer Journey Social Media B2C Omnichannel 90

InMoment XI

OCTOBER 4, 2024

As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. Importance of Customer Experience Management Focusing on delivering a positive customer experience gives you a crucial edge over your competition. It helps enhance customer loyalty.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

BirdEye

APRIL 23, 2025

A focused CX strategy enhances customer satisfaction, loyalty, and overall business outcomes. Post-purchase engagement : From feedback requests to loyalty programs, Australians appreciate brands that stay engaged with them after the sale to ensure satisfaction and encourage repeat business. The result?

Customer Experience 52

Customer Experience Social Media Net Promoter Score Omnichannel 52