ShepHyken

JULY 24, 2017

5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

ShepHyken

JULY 24, 2017

5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

PK

JUNE 5, 2018

Sharing how Vans’ deep understanding of its own culture and history provided a platform to launch their loyalty program, which has resulted in incredible market demand since launch. Partner at Lenati, Martin Mehalchin took the stage Wednesday to present on personalization and innovation in experiential loyalty.

Loyalty Programs 40

Loyalty Programs CRM Loyalty Conference 40

Currency Alliance

FEBRUARY 15, 2018

This has come at the cost of innovation, experimentation, and ultimately customer experience. Despite a successful 2017 holiday season [i] , commentators talk of a “retail apocalypse” and stories of store closures abound [ii]. Tesco had once been considered a market leader in launching its loyalty program.

Retail 110

Retail Brands Banking Loyalty Programs 110

SurveySensum

JULY 10, 2023

Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction. Conducting personalized marketing and loyalty programs to elevate the customer experience. So, how can you build customer loyalty and retention?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2]

Retail 54

Retail Brands Fashion Voice of Customer 54

ShepHyken

NOVEMBER 13, 2017

5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner . My Comment: If you have any type of loyalty program, you will want to read this article. Whether you have an onsite or online retail business, you should read and study this article that includes five innovative ways that you can improve customer loyalty.

Customer Service 15

Customer Service Chatbots Social Media Loyalty Programs 15

SurveySensum

JULY 10, 2023

Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction. Conducting personalized marketing and loyalty programs to elevate the customer experience. So, how can you build customer loyalty and retention?

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Currency Alliance

JUNE 11, 2019

The smart ones kept a loyalty strategy even if they eliminated the points, but some foolishly acted as though their rewards program was their loyalty strategy – and threw the baby out with the bath water. in 2017[vii]. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ClearAction

NOVEMBER 25, 2017

Heather Figallo, Southwest’s Senior Director of Innovation & Labs, said the company is the world’s most loved, most flown, and most profitable airline. The 2017 Edelman Trust Barometer revealed all-time lows in businesses on every continent, with significant year-to-year decreases for many countries’ businesses.

Policies 63

Policies Customer Experience Government Airlines 63

Tricia Morris

MAY 31, 2016

Pombriant notes that McKinsey recommends automation, proactive personalization, contextual interaction and journey innovation as four key pillars to achieve customer loyalty.“ Buying customer loyalty doesn’t work anymore,” says Pombriant who notes that traditional loyalty programs may soon be a thing of the past.

CRM 40

CRM Customer Experience Self Service Conference 40

SurveySparrow

JANUARY 7, 2021

If we look back in 2017 , 28% of the SMBs used to spend only 3-5 hours on social media marketing, 27% spend less than 1 hour! . Popular brands like Netflix are taking their personalization process to the next level by showing the right recommendations and innovative offerings.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Currency Alliance

MAY 20, 2024

Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake. Every bank needs a loyalty strategy – even if they don’t have a points-based loyalty program.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

Currency Alliance

NOVEMBER 4, 2022

In 2017, legislation in the European Union reduced the interchange fee from 2-2.5% Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Of course, this has happened before in other jurisdictions. down to 0.3%

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty program management’ was reported as CMO’s lowest priority, with 4.8%

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2018

Second, if you’re already familiar with the economics, it provides a narrative framework for upskilling your own teams, to help everyone you work with understand what will drive success and failure in loyalty marketing. Unfortunately, many loyalty programs still resemble different guys in disparate fields with different cows.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. Material works with some of the largest and most innovative restaurant brands. james.lanyon@materialplus.io

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. ING Direct is one of those brands. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. The Post article was on the heels of articles from Restaurant Business (2018) and The New York Times (2017)—both asserting that there may be too many restaurants. Cheese, FOCUS Brands, Whataburger, 7-Eleven, Keurig, Dr. Pepper, and other brands.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. CXM status quo is on a long slog to CX-centricity because it begins with a program such as customer service, customer voice, CRM, customer loyalty program, or digital marketing.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Currency Alliance

MAY 9, 2019

Tellingly, the greatest investment in vehicles has not been in how the vehicles move, but in “sharing solutions” – with a 32x increase in investment over the 7 years to 2017. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand. With growth, comes competition.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

ProProfs Chat

JULY 30, 2021

Innovation makes you stand out from the crowd and creates an unique form of brand perception. billion worldwide was spent on conducting focus groups in 2017. . This innovative idea lets Disney understand: What characters are well loved by the young crowd? . Further, their innovation did not stop there. Build Brand Equity.

Brands 111

Brands Net Promoter Score Social Media e-support 111

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Retently

MARCH 18, 2019

Even today, Amazon is actually boasting amazing customer loyalty, at least according to Forbes ; however, the company isn’t quite ready to share exact customer numbers. Still, Amazon did state they signed up more new paid members in 2017 than any other year. Unique, Innovative Products and Offers. Airbnb Customer Retention.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Pointillist

MAY 23, 2018

Visualize a “future-state” customer experience to spur innovation. Less than half of respondents (43%) in the 2017 Gartner survey characterize their current efforts as “mostly event-triggered.” Identify the key “make or break it” moments in the overall journey. Identify and prioritize opportunities to improve the customer experience.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Thematic

NOVEMBER 13, 2018

VOC provides good direction for product development as well as product innovation so that you can d evelop improved products that your customers will appreciate as they’ll better fit their requirements. And the most common activity for VOC teams is defining customer experience metrics , and this became even more popular [in 2017].

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101