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

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

InMoment XI

OCTOBER 29, 2024

Positive customer experiences give rise to six distinct types of loyalty. Happy customers Price-loyal Convenience-loyal Loyal-to-freebies Loyal-to-loyalty program Truly loyal Happy customers have never had reason to complain. Loyalty-program loyal customers appreciate your loyalty rewards more than the products themselves.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 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

Help Scout

AUGUST 22, 2023

All you need to know about the benefits of customer loyalty programs for small business + examples of 5 types of programs to consider. Read the full article

Loyalty Programs 81

Loyalty Programs Loyalty Article Customers 81

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

GetFeedback

MAY 5, 2019

Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. No matter whether you base your loyalty program on discounts, exclusive vouchers, gifts, or another type of privileges, your customers will appreciate it.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

CSM Magazine

JULY 5, 2024

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs?

Loyalty Programs 52

Loyalty Programs Loyalty Measurement Brands 52

InMoment XI

DECEMBER 22, 2022

CRM data : whether your brand uses Salesforce or another brand, it can be helpful to overlay operational feedback with CRM elements like purchase history, a loyalty program, or a customer’s store account, which will show an important operational and segmentation piece of the puzzle. Bringing Voice of Customer Examples to Life.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

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 157

Article 2021 Customer Service Loyalty Programs 157

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. Customer Empathy Means Going Beyond the Obvious. Positive emotions are great.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Experience Investigators by 360Connext

JANUARY 12, 2015

In fact, they are 70% more likely to do so if they are part of a loyalty program or “VIP” customers. The ways to increase loyalty AND gain more word-of-mouth traction is to treat your customers fabulously.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

ShepHyken

OCTOBER 25, 2021

(Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer loyalty is no more than repeat transaction behavior. It awards points, miles, etc.

Article 154

Article 2021 Customer Service 2026 154

Experience Investigators by 360Connext

JULY 13, 2015

Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. For most organizations, this is a shift from being reactive to proactive. How often do you reach out with relevant, personalized communications?

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

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. In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

2021 163

2021 Article Customer Service Guest Experience 163

Experience Investigators by 360Connext

MAY 4, 2015

You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. What opportunities are companies missing by defining the customer experience within the periphery of your store? Customers in your store are given your utmost attention.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

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 142

Article 2021 Customer Service Loyalty Programs 142

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

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 144

2021 Article Customer Service Loyalty Programs 144

Strativity

SEPTEMBER 23, 2024

The post 12 Rules of Impactful Modern Loyalty Programs appeared first on Material.

Loyalty Programs 52

Loyalty Programs Loyalty 52

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Article 89

Article Loyalty Programs Customer Service 2024 89

eglobalis

DECEMBER 11, 2024

Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers. By continuously refining these strategies based on experimental data, businesses can enhance personalization efforts and drive customer loyalty.

Insights 255

Insights Customer Journey Mapping Omnichannel Effort Score 255

InMoment XI

AUGUST 1, 2024

Offer Loyalty Programs and Incentives As you continue to address and resolve customer pain points, consider building positive customer sentiment by offering a reward or loyalty program for repeat customers. The insights you gain can also inform future improvements in product or service quality.

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

MAY 14, 2022

Instead, it has deliberately positioned itself as a center for wellness, from its on-site illness-prevention services to its comprehensive loyalty program (aptly named wellness+ ) to its online and in-store imagery and messaging focused on healthy families and happy lives.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

GetFeedback

FEBRUARY 2, 2020

Start a customer loyalty program. You can start a credit card rewards program that is very successful with many customers, but it’s important to be transparent about the implications of the card and how much spending they have to put on it in the first month.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

InMoment XI

MAY 4, 2023

Equip your front line employees and customer service representatives (CSRs) with proper product, procedures, and communication for supporting customers in challenging situations Deepen their customer connections / distil a clearer voice of the customer Invest in your current employees to create future leaders If applicable, clarify expectations around (..)

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. ( Genesys ). CallMiner ). 37% of consumers want suppliers to apologize when the service is not satisfactory. CallMiner ). Accenture ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. My Comment: Here is a fascinating article about loyalty and the customer experience. It turns out that loyalty programs that give you points for your business may be taking a second seat to the customer experience.

Article 115

Article 2020 Customer Service Loyalty Programs 115

ShepHyken

APRIL 14, 2024

It also includes a short list of what to consider when protecting customer loyalty. Loyalty Programs Should Encourage Competition. The Reality May Be the Opposite by Alexandru Nichifor and Scott Duke Kominers (SmartCompany) Loyalty programs enable firms to offer significantly lower prices to some of their customers.

Net Promoter Score 80

Net Promoter Score Article 2024 Loyalty Programs 80

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

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

FEBRUARY 1, 2021

Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers.

2021 149

2021 Article Customer Service Rewards Programs 149

Win the Customer

SEPTEMBER 21, 2020

Start a Customer Loyalty Program. Loyalty programs, also known as customer retention program, are a successful way of increasing purchase frequency because they motivate customers to purchase more frequently to earn valuable rewards.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

Experience Investigators by 360Connext

NOVEMBER 2, 2021

And while a persona for those loyal customers could serve your purposes for a specific loyalty program or VIP service initiative, remember those loyal customers have real lives, too. . That means including their everyday frustrations and real-life obstacles along the customer journey. .

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Alida

FEBRUARY 22, 2017

Loyalty program software does something similar, tracking how much people spend with a company. 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.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

ShepHyken

NOVEMBER 3, 2024

Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs.

Article 72

Article 2024 Customer Service Loyalty Programs 72