ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Wishing you a joyful Christmas and a Hanukkah full of light!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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 Strategy Guest Experience Loyalty Programs 195

ShepHyken

JANUARY 26, 2025

Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

Optimove

MARCH 13, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: With bettor participation skyrocketing, now is the time for gaming operators to refine their engagement and retention strategies to maximize revenue and long-term customer loyalty.

Sports 52

Sports Gamification Loyalty Programs Omni-Channel 52

DCX

DECEMBER 1, 2024

Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. Brainstorm one way to make your physical or digital spaces more engaging—whether it’s hosting events, adding personal touches to online interactions, or rethinking in-store experiences.

Fashion 52

Fashion Culture Trends Connections 52

InMoment XI

OCTOBER 8, 2024

Tracking employee statistics and their engagement with customers will help you train them to provide the best service. Reward Loyal Customers Implement a customer loyalty or rewards program that acknowledges and incentivizes repeat business. Accessed 9/13/2024. Accessed 9/13/2024. Accessed 9/16/2024.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

DCX

DECEMBER 29, 2024

Are you making it engaging or just dumping numbers on them? Whether you’re designing a loyalty program or trying to jazz up your digital experience, take a page from Whoop’s playbook. Who doesn’t love a little tailored advice? How are you showing customer feedback to your team?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

InMoment XI

OCTOBER 4, 2024

For instance, if a customer actively interacts with your brand during the last week of each month, your business could enhance its marketing efforts during this time for increased customer engagement. 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 ROI 195

Optimove

JANUARY 6, 2025

return to repurchase within three monthstarget this window to boost loyalty. Effective Strategies: Personalization, seamless post-purchase, loyalty programs, and omnichannel marketing drive customer retention. Higher Spend: Repeat customers spend 23% more per order than one-time buyers.

Fashion 59

Fashion Gamification Omni-Channel Loyalty Programs 59

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. They expect instant engagement—any time of day.

Hotels 195

Hotels Guest Experience Travel Social Media 195

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Loyalty programs level up with personalization Loyalty programs themselves aren’t a new trend in the world of ecommerce.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Loyalty Programs Should Encourage Competition.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

ShepHyken

SEPTEMBER 8, 2024

a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction. We see this future just ahead of us and believe that adopting the right strategic mindset will separate loyalty leaders from laggards.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Loyalty Programs 74

Loyalty Programs Customer Service Self Service e-support 74

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72

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.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. Many CRM programs, especially post-purchase journeys, often begin with a single channel. For instance, adding SMS reminders or app push notifications can enhance engagement.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Optimove

DECEMBER 11, 2024

1) Collect Data The first time a potential customer engages with you is an ideal opportunity to collect essential information. a discount on their first purchase or enrollment in a loyalty program). An excellent shopping experience is a great driver of loyalty. city populates from zip code, state dropdown lists, etc.).

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Optimove

AUGUST 20, 2024

The report’s findings indicate a substantial increase in betting frequency and engagement, indicating a growing market with more active participants. The report includes a dozen recommendations for sportsbook operators for the 2024-2025 NFL season. Download the report. Download the report.

Loyalty Programs 59

Loyalty Programs Report Trends Groups 59

Retently

JANUARY 25, 2023

What’s more, Google announced it will stop using third-party cookies in Chrome by the end of 2023, to then postpone it to 2024. No less than: Decrease in sales: Due to the limited ability to run personalized ads and effectively understand, reach and engage with the target audience, growth became challenging. The post iOS 14.5:

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. that have not reinvented their business model, are still limping along, but with modest engagement.

Loyalty 59

Loyalty Trends Data Marketing 59

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase.

Customer Service 66

Customer Service Net Promoter Score Loyalty Programs Gamification 66

Gainsight

MARCH 31, 2025

According to Benchmarkits 2024 B2B SaaS Performance Metrics Benchmark Report , the average new customer CAC for B2B SaaS companies is $1.76, while the average expansion CAC is only $1.00. A spike in engagement might be the perfect time to introduce a new feature or discuss additional seats. What a huge difference!

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

ECXO

JANUARY 30, 2024

” Therefore, businesses should strive to create emotionally engaging experiences for their customers. This can lead to a more engaging and memorable customer experience, fostering loyalty, and encouraging repeat purchases. For a brand, this underscores the importance of creating positive, emotionally engaging experiences.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

Optimove

MARCH 14, 2024

See the difference control groups make in this guide Download Now Why it Matters: With past major sporting events yielding double the revenue compared to the off-season, the Euro 2024 is a marketer’s golden ticket to success and presents a significant opportunity for operators worldwide.

Tips 52

Tips Marketing Sports Gamification 52

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Engaging offers and new products. Ease of use. Heavy adoption by customer base driven by employees actively promoting 4.

Customer Service 77

Customer Service Loyalty Programs Customer Retention Social Media 77

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. Emotional loyalty, built through proactive review engagement, is often more powerful than loyalty programs or discounts.

Hotels 52

Hotels Management Guest Experience Hospitality 52

ShepHyken

JUNE 23, 2024

Rewarding That Loyalty Is Mandatory. My Comment: This is an interesting article on customer loyalty programs. The “3 Things to Remember about Customer Loyalty)” at the top of the article summarizes three important points: 1) Everyone is a VIP somewhere. 3) Tracking customer loyalty boils down to math.

Customer Service 70

Customer Service Loyalty Programs Chatbots Loyalty 70

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? Opportunities: Areas where improving the experience can drive loyalty, revenue, or efficiency.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Retently

AUGUST 12, 2024

Opt for specialized tools for better customization, detailed insights and improved customer engagement. This segmentation allows ecommerce businesses to tailor their marketing strategies, loyalty programs, and customer service efforts to different segments. Integrated helpdesk tools may lack depth.

Ecommerce 79

Ecommerce NPS Retail Software 79

TechSee

JULY 23, 2019

A single POS terminal can manage functions including sales transactions, returns, inventory management, data analysis, CRM and loyalty programs, driving increased adoption of these devices across a wide range of industries. billion by 2024, representing a CAGR of 16.21%. In fact, the POS terminal market was valued at USD 64.38

System 129

System Retail Software Sales 129

SurveySparrow

FEBRUARY 22, 2024

For example, you could automate emails to welcome new customers, thank them for their purchases, or re-engage with those who haven’t interacted with the brand recently. This consistent engagement keeps your brand on customers’ minds. Eventually, it can foster loyalty and encourage repeat business.

Customer Retention 52

Customer Retention Software Gamification e-support 52

SurveySparrow

FEBRUARY 27, 2024

Promoters, or customers who are likely to recommend a retailer, exhibit a higher degree of engagement and loyalty. The insights from the feedback will educate you on why they are not fully engaged. Building Strong Loyalty Programs Offering meaningful rewards is another effective way to improve your NPS score.

NPS 52

NPS Retail Effort Score Loyalty Programs 52

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. Here are the 7 trends in customer service of 2024 that are shaping the future of customer service. However, as we venture into 2024, it’s evident that AI isn’t here to replace humans but to work alongside them.

Trends 52

Trends Self Service Customer Service Chatbots 52

Optimove

DECEMBER 28, 2023

To ensure your customers keep coming back, make a pledge to follow these marketing resolutions in 2024. Enhance customer engagement by leaving rule-based orchestration behind and leveraging AI for decisioning to focus on building deeper and more meaningful relationships with your customers.

CRM 69

CRM Marketing Social Media Analysis 69

Retently

MAY 9, 2024

Investing in customer-centric cultures, using data-driven insights for strategic decisions, creating impactful loyalty programs, and leveraging customer feedback for continuous improvement are essential strategies for successful long-term customer retention. Why is B2B Customer Retention Important?

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

ShepHyken

OCTOBER 1, 2023

So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year? I do like it, but I think it is more about creating a customer loyalty program focused more on repeat business than true loyalty. There is nothing wrong with that! is an excellent way to do so.

Customer Service 70

Customer Service Contact Center Average Handle Time Customer Service Strategies 70