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 60

Loyalty Programs Loyalty Airlines Hotels 60

Kustomer

NOVEMBER 25, 2021

So, the article you’re referring to, we wrote this article back in 2010. This was a multi-year, probably 10 year plus research effort. I mean that was 2010 you said was that came out a couple of years later. So given that I still think it’s right, I know repeat channel flipping is bad Matt.

Customer Service 84

Customer Service Effort Score Self Service Customers 84

Kustomer

MARCH 12, 2020

Back in 2010 Matt Dixon wrote an article titled “Stop Trying to Delight Your Customers”, that went against all of the strategies companies currently use to create a positive customer experience and motivate meaningful interactions. First is channel stickiness. This was a multi-year, probably 10 year plus research effort.

Effort Score 52

Effort Score Self Service Customers Net Promoter Score 52