Beyond Philosophy

JUNE 11, 2015

For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. also has no loyalty program. In the U.S.,

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

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

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us? The solution?

Management 115

Management Customer Experience Roadmap NPS 115

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 65

Article 2025 Customer Service Loyalty Programs 65

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. A high NPS score indicates strong customer satisfaction and brand advocacy.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

JANUARY 7, 2025

You may aspire to accomplish many things with your CX program. I often hear about common goals like: Improve Net Promoter Score (NPS) Reduce customer churn Increase customer lifetime value The Experience Investigators team uses SMIRC goals for CX : Social, measurable, inspiring, relevant, and contextual.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

SurveySparrow

JANUARY 13, 2021

Like the customer net promoter score, eNPS or employee net promoter score helps gauge employee loyalty and engagement. The results you’ll get from the surveys can help you develop new plans and programs to improve the employee experience. . What’s more?

Net Promoter Score 52

Net Promoter Score Culture NPS Measurement 52

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.

Net Promoter Score 91

Net Promoter Score Article 2018 Customer Service 91

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? customer loyalty programs and yet is only active in 3.9. And research from Capgemini points out that almost 90% of social media comments on loyalty programs are negative. You need a better way to create a loyalty program that your customers care about.

Loyalty Programs 60

Loyalty Programs Loyalty Feedback Net Promoter Score 60

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. With decades of expertise in Net Promoter surveys , we know what works. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way.

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 52

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 74

Net Promoter Score Article 2024 Loyalty Programs 74

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. B2B SaaS customer loyalty can be quantified through key performance indicators. Use KPIs like Net Promoter Score to establish goals for your loyalty program.

B2B 114

B2B Loyalty Net Promoter Score B2C 114

ShepHyken

AUGUST 8, 2016

The Star Wars Guide to Net Promote Score by Paul Campillo. The author uses Star Wars examples and artwork throughout the article to teach concepts and strategies related to NPS (Net Promoter Score). 7 Steps to a Flawless Loyalty Program by Timi Garai. But answering them is another story.

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

Genroe

NOVEMBER 15, 2021

The post [CX Tribe] 16 November 2021 – Better Loyalty Program Targeting appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Jake Nickell, founder and CEO of Threadless I’m pretty excited about these CX ideas – does that count? […].

Loyalty Programs 52

Loyalty Programs 2021 Net Promoter Score Loyalty 52

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. Step 4: develop a plan to act on customer feedback A winning VoC program requires action based on the feedback collected from customers.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Loyalty 36

CX University

NOVEMBER 21, 2020

Premium or paid membership loyalty and rewards programs such as Discovery Health’s Vitality make a strong point here and according to a 2019 Customer Loyalty Report , 47% of South African’s conclude purchases that earn rewards or benefits at least several times a week. This article is written by guest author, Chaman Maharaj.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

InMoment XI

OCTOBER 8, 2024

Reward Loyal Customers Implement a customer loyalty or rewards program that acknowledges and incentivizes repeat business. 83% of consumers say that belonging to a loyalty program influences them to buy from a brand again. This should align closely with your brand’s values and overall business strategy.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

SurveySensum

NOVEMBER 5, 2024

Let’s discover its top 6 drivers behind customer loyalty. Strong Loyalty Program Nike’s loyalty program is more than just a point system. NikePlus is a textbook example of how to do customer loyalty right. NikePlus members can access exclusive collections, early drops, workout guidance, and more.

NPS 52

NPS Loyalty Loyalty Programs Sports 52

Beyond Philosophy

SEPTEMBER 2, 2019

The Problem with Loyalty Programs. Furthermore, firms use loyalty programs that are not designed to encourage loyalty as we’ve defined it. You have the same problem with customer loyalty at your organization. When your loyalty program gives cash back, or points, or upgrades, etc.,

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 88

Retail Net Promoter Score Customer Experience Loyalty Programs 88

Retently

OCTOBER 23, 2024

This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Retail 109

Retail NPS Touchpoint Feedback 109

SurveyGizmo

FEBRUARY 4, 2021

Loyalty programs are one method for bringing value to your customers, and to be successful need to deliver upon brand promise and build positive customer experiences. When executed correctly, loyalty programs can often cover potential losses during tougher times because loyal customers will remain customers.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

SurveySensum

NOVEMBER 1, 2024

You can measure conative loyalty by looking at metrics like customer retention rate and loyalty program participation. For instance, Apple is a great example—many of its customers demonstrate conative loyalty by continuing to buy its products due to the strong ecosystem and brand identity, regardless of competitive offerings.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

InMoment XI

JANUARY 17, 2024

To gather both structured and unstructured feedback data, your team can use Likert scales, open-ended questions, and the Net Promoter Score (NPS) survey methodology.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

OCTOBER 4, 2024

A productivity tool startup sends Net Promoter Score (NPS) surveys to its customers and analyzes the responses to see how it can further improve its product. A hotel chain implements a loyalty program to reward repeat customers with points that can be redeemed for discounts or other special offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. Another example of a Golden Question in action occurred when Peppers was working with an automaker that wanted to recruit their customers for an owner loyalty program by giving them a gift. Follow Colin Shaw on Twitter @ColinShaw_CX.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. And generally, a negative score indicates poor performance because of more detractors. More than often, customers are attracted to banks that value them and offer good service.

Banking 52

Banking NPS Financial Net Promoter Score 52

delighted

OCTOBER 22, 2024

Loyalty programs are a great place to start. Collect NPS and CSAT survey feedback during the retention stage At the retention stage, you can collect Net Promoter Score (NPS) survey data to measure customer loyalty. Overall, how satisfied are you with the product you purchased?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

Experience Investigators by 360Connext

MARCH 24, 2020

Your Net Promoter Score or Customer Satisfaction Rating might not look the way it usually does. Put your loyalty program on overdrive by extending point expiration or rewarding engagement with your brand right now. Prepare your leaders that the dip is going to happen. Don’t wait for them to have to ask.

Net Promoter Score 110

Net Promoter Score Customer Journey Loyalty Programs Leadership 110

BirdEye

MARCH 10, 2022

Why customer experience is key for loyalty programs. A loyalty program is a marketing strategy designed to encourage customers to continue to shop at or use the services of a business. Customers are rewarded for their loyalty by giving them incentives like discounts, free products etc.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

Beyond Philosophy

JUNE 11, 2015

…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? This gave gaming something of a Philosopher’s Stone, or magic wand, aura. The post Where Is Gamification Going?

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Thematic

OCTOBER 30, 2024

Net Promoter Score (NPS) : NPS is a metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend the brand to others. Direct customer feedback can provide actionable insights that help retailers enhance loyalty programs.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

ClearAction

DECEMBER 11, 2016

Step into your customer’s shoes and think about it: one part of the company you’re buying from asks you to participate in a survey where you voice certain frustrations, and shortly afterward another part of the company asks you to engage in the loyalty program and promote how wonderful the company is.

Customer Experience 73

Customer Experience Net Promoter Score Loyalty Programs 2010 73

SurveySparrow

SEPTEMBER 22, 2022

The company achieves this through many channels, but one of the most important factors is its Net Promoter Score® (NPS). In case you’re not familiar, NPS is a metric that measures customer satisfaction and loyalty. Loyalty Programs. What is Net Promoter Score?

NPS 59

NPS Net Promoter Score Loyalty Programs Innovation 59