ShepHyken

JANUARY 26, 2025

Consumers Crave More Than Discounts From Loyalty Programs by John Pedini (Forrester) Most global consumers belong to at least one loyalty program, including 90% of online adults in the US, in Europe-5 (88%), and in Australia (93%). Most agree that loyalty programs make them feel more connected to the brand.

Article 66

Article 2025 Customer Service Loyalty Programs 66

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. Invest in Customer Loyalty Strong customer loyalty is key to reducing churn. Besides improving customer experiences, you can encourage loyalty with rewards and incentives. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

The DiJulius Group

APRIL 19, 2022

A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. The post A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS appeared first on The DiJulius Group. Read Full Article.

Metrics 122

Metrics Customer Experience Loyalty Programs Financial 122

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. My Comment: A new metric?

Article 62

Article Customer Service Loyalty Programs 2024 62

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. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program.

Banking 195

Banking Customer Experience Financial Touchpoint 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 71

2025 Article Loyalty Programs Customer Service 71

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ProProfs Chat

MAY 31, 2019

How to Cultivate Customer Loyalty. The primary purpose of a customer loyalty program is to leverage the current customers into promoting the brand and retaining new customers. The question arises as to what approach should a business take to cultivate brand loyalty among its customers. It is Cost Effective.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score Omnichannel 66

Brandwatch CX

MARCH 27, 2025

Customer success (tell them how good they are) Customer loyalty programs are a mixed bag. Some say that they foster loyalty. It’s also important to celebrate success , and make it an important metric internallyif you havean ongoing relationship with clients.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

PK

JULY 1, 2020

Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. By one metric—retention rate—the retailer’s program was still successful. The post Mine your data before you change your loyalty program appeared first on PK. But while […].

Loyalty Programs 81

Loyalty Programs Loyalty Retail Metrics 81

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

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. By translating feedback into strategy and keeping teams aligned on customer needs, they turn CX from just another metric into a real competitive advantage. More on that next. The solution?

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. 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. How Is Customer Retention Measured? Accessed 9/19/2024.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InteractionMetrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Develop Reward and Loyalty Programs Loyalty programs aren’t just about offering punch cards or reward points (although sometimes, they can be).

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52

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

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. This brand loyalty is reinforced by an ongoing positive relationship between a customer and a business and damaged by poor experiences.

Loyalty Programs 52

Loyalty Programs Loyalty Rewards Programs Customers 52

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

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Create Loyalty Programs with Enticing Rewards. Another excellent way to sustain customer lifetime value is to create a loyalty program.

Blog 111

Blog Loyalty Programs Loyalty Lifetime Customer 111

BirdEye

FEBRUARY 5, 2025

How to create a solid restaurant social media marketing strategy 21 tips for restaurant social media marketing Key metrics to monitor when optimizing your restaurant social media marketing FAQs about restaurant social media marketing Birdeye makes restaurant social media marketing easier Why restaurant social media marketing is important?

Social Media 104

Social Media Marketing Metrics Events 104

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. Points-Based Loyalty Programs Starbucks has a points-based loyalty program.

Loyalty Programs 52

Loyalty Programs Retail Loyalty 2030 52

Thematic

APRIL 1, 2025

Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). Thankfully, modern customer insight programs use analytics tools (and, increasingly, AI) to simplify this process. CRM and Sales Data: Purchase histories link customer value to feedback.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Happy or Not

DECEMBER 17, 2024

A clear understanding of these objectives helps your customer success team focus on what needs to be achieved and what metrics to track. 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.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Loyalty 36

CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. Loyalty program ideas: Offer exclusive discounts or early access to sales for repeat customers. You can engage and reward them while keeping costs under control.

NPS 52

NPS Net Promoter Score E Commerce E-support 52

Customer Bliss

OCTOBER 11, 2016

He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. Power-winning guest loyalty program. He initiated and is leading the strategic transformation of HHonors from a program for only frequent travelers to a club more relevant to all travelers.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

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

APRIL 29, 2019

Your Most Important Business Success Metric? Customer Loyalty! Franchising.com) Marketers are besieged with metrics. ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. by Chad Storlie.

Article 19

Article 2019 Loyalty Programs Customer Service 19

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 So we add: · It must be easy.

Loyalty 116

Loyalty Loyalty Programs 2017 Books 116

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Optimove

NOVEMBER 26, 2024

What Metrics Should Marketers Track to Evaluate Success? These metrics should align with business goals and customer behavior patterns. Recommended KPIs: Engagement Metrics: Open rates, click-through rates, and response rates for emails and other channels. How Will Insights from Phase One Inform Multi-Channel Strategies?

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

InMoment XI

FEBRUARY 9, 2011

Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult. Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean?

Loyalty Programs 150

Loyalty Programs Presentation Customer Satisfaction Metrics 150

InMoment XI

FEBRUARY 9, 2011

Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult. Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean?

Loyalty Programs 150

Loyalty Programs Presentation Customer Satisfaction Metrics 150

InMoment XI

FEBRUARY 9, 2011

Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult. Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean?

Loyalty Programs 150

Loyalty Programs Presentation Customer Satisfaction Metrics 150

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Gold metrics are the key to multiplying value.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

InMoment XI

JANUARY 17, 2024

Operational metrics: Monitoring and managing metrics such as check-in/check-out times, room cleanliness, and service response times should help you identify areas where operational efficiency can enhance the overall guest experience.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Totango

JULY 1, 2022

One of the most important loyalty metrics is the Net Promoter Score (NPS) , which uses a scale of 0 to 10 to measure a customer’s willingness to recommend a company, product, or service to a friend or colleague. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B Loyalty Net Promoter Score B2C 114

SurveySensum

NOVEMBER 1, 2024

You can measure conative loyalty by looking at metrics like customer retention rate and loyalty program participation. Key metrics here include NPS , CLV, and repurchase rate. ‘The Worn Wear’ loyalty program calls for buying secondhand, repairing, and recycling old products.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52