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

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 90

Loyalty Programs Loyalty Fashion Financial 90

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

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.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

ProProfs Chat

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Rewards Programs 96

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. Loyalty: “What’s in it for me?” Starbucks ranked well above others in terms of being a “great loyalty program.”

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

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. They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels.

Management 115

Management Customer Experience Roadmap NPS 115

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 52

Retail Loyalty Loyalty Programs Omnichannel 52

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 77

2025 Article Customer Service Loyalty Programs 77

GetFeedback

DECEMBER 21, 2018

Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price. 90% of millennials prefer smartphones for customer service/support interactions. 30% of consumers are switch providers because they feel that there is no reward for loyalty. McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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. Thus, a major driver of brand loyalty in recent years has been value.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

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. Brand loyalty is driven by emotional connections. Conclusion on customer loyalty.

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

CSM Magazine

FEBRUARY 6, 2025

Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level. Deepens Relationships Offering personalized items as rewardswhether after a purchase, during events, or even as part of a loyalty program creates a memorable moment for customers.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

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

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. AI-Enhanced Segmentation : AI-driven segmentation ensures hyper-relevant campaigns, reducing unsubscribe rates by 20%.

2025 69

2025 Customer Engagement Engagement E Commerce 69

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. Not doing so is a risk to the long-term survival of your company!

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

FEBRUARY 3, 2025

What role does employee interaction play in creating memorable customer experiences? How does a business enhance customer loyalty without relying on points or discount programs? Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs.

Loyalty Programs 77

Loyalty Programs Loyalty Connections Brands 77

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

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Loyalty Programs 62

Loyalty Programs Loyalty Customer Experience Customer Centricity 62

ShepHyken

JANUARY 28, 2025

Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. In reality, they are marketing programs that do a great job of bringing customers back. Technology Can Replace Human Interaction : Companies have tried, and it doesnt work.

Loyalty Programs 90

Loyalty Programs Customer Service Training Workshop Culture 90

InMoment XI

MAY 14, 2022

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. And that’s where true brand loyalty is born. A Few Examples from Best-In-Class Brands. is about so much more than a brilliant piece of jewelry.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Joe Rawlinson

NOVEMBER 3, 2024

It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. This boosts productivity and alleviates work stress.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

CSM Magazine

NOVEMBER 6, 2024

A franchise that prioritizes customer care earns loyalty, boosts its reputation, and encourages positive word-of-mouth. Good service builds customer loyalty, making people feel valued and understood. Each positive interaction leaves a lasting impression, encouraging customers to return.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52

Experience Investigators by 360Connext

AUGUST 23, 2018

But, customers interact in big ways and small with your brand. So journey maps that reflect touchpoints as only big interactions like “pay at the cash register” miss ways to show real customer empathy. That interaction is one of many steps for the customer. “Our customers LOVE our loyalty program.”

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

ShepHyken

JANUARY 5, 2025

Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates. The goal is to create an emotional connection.

2025 68

2025 Article Customer Service Loyalty Programs 68

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Define and consider the specific points of interaction between each customer persona and your brand. This is where you might outline use cases, customer roles (like buyer versus end-user in B2B), and where they interact along the customer journey. Use a common template to create all your personas.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Hotels Social Media Hospitality 195

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Chatbots are being used to take customer orders, speed interactions, increase access, generate leads, and for a variety of other uses. It’s simple: Chatbots can’t perform or answer “sophisticated interactions.”.

Article 148

Article 2021 Customer Service 2026 148

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

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

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?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

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.

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

CSM Magazine

DECEMBER 17, 2024

Heres why: Real-Time Insights for Real-World Actions Imagine a scenario where your company detects a frustrated user during an interaction with customer support. For instance, a support agent dealing with a query will see purchase trends, past interactions, and sentiment analysisall without having to dig through data silos.

E Commerce 52

E Commerce Insights E-support Customer Experience 52

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty? There is an out and out need to rethink what brand loyalty really means.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93