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 75

Customer Service Loyalty Programs Contact Center Loyalty 75

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 81

Net Promoter Score Loyalty Programs Customer Service Ecommerce 81

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 88

Hotels Loyalty Programs Customer Service Hospitality 88

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. Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty? My Comment: If you have a loyalty program, this article is for you.

Customer Service 91

Customer Service Self Service Loyalty Programs Customer Service Training 91

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 91

Self Service Loyalty Programs Customer Service Airlines 91

delighted

OCTOBER 3, 2024

Not only do consumers benefit from subscribing, earning loyalty points and member discounts, brands also win with subscriptions that create recurring, predictable revenue that helps them continue to grow. 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 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 77

Loyalty Programs Customer Service Self Service e-support 77

ShepHyken

JUNE 17, 2024

Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector. My Comment: This article on customer loyalty appeared in an Australian and New Zealand jeweler magazine. In essence, they’re becoming brand advocates.

Customer Service 91

Customer Service Retail Competitive Advantage Loyalty 91

ShepHyken

NOVEMBER 3, 2024

Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs. You can read the press release here.

Customer Service 73

Customer Service Loyalty Programs Entertainment Loyalty 73

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. The following steps can help improve CX in this area to enhance both satisfaction and loyalty: Make it easier for customers to manage their accounts. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Anything less than meeting those higher expectations results in reduced loyalty. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Customer Service 81

Customer Service Customer Centricity Entertainment Airlines 81

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. And, its customers are loyal.

Customer Service 88

Customer Service Retail Customer Retention Loyalty 88

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Making the program attractive and valuable to your customers is key. Of course, there’s more to this article.

Customer Service 70

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 70

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. My Comment: A good loyalty program helps drive repeat business and, according to the author of the article, is a good strategy for referrals and recommendations. But there’s more.

Self Service 91

Self Service Customer Service Loyalty Programs Travel 91

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 70

Customer Service B2B Loyalty B2C 70

ShepHyken

DECEMBER 16, 2024

Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Not doing so is a risk to the long-term survival of your company! My Comment: A new metric?

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

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 70

Customer Service Net Promoter Score Loyalty Programs Gamification 70

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. Accessed 11/13/2024. References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Retently

JANUARY 25, 2023

It’s still challenging to prove the value of that investment as opposed to customer acquisition; however, the game is clearly changing, prompting ecommerce brands to cherish their most valuable asset – customer loyalty. Ecommerce marketing needed to evolve, prioritizing retention and customer loyalty more than ever. With over 1.8

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

ShepHyken

OCTOBER 6, 2024

7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. Brand Loyalty Is Lagging. What’s emotion got to do with it?

Customer Service 85

Customer Service Loyalty Programs Loyalty Rewards Programs 85

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.

Customer Service 67

Customer Service Self Service Trends Hotels 67

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. While these are necessary, they are often not sufficient in driving customer loyalty and repeat purchases. Brand Transparency: Honesty and transparency can evoke feelings of trust and loyalty.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

Optimove

AUGUST 20, 2024

The report includes a dozen recommendations for sportsbook operators for the 2024-2025 NFL season. – 84% of bettors plan to bet on games in the 2024-2025 season, compared to 70% last year. This underscores the need for sportsbooks to optimize their engagement and loyalty programs. Download the report.

Loyalty Programs 59

Loyalty Programs Report Trends Groups 59

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. My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use.

Customer Service 81

Customer Service Loyalty Programs Customer Retention Metrics 81

ShepHyken

JUNE 23, 2024

Customer Loyalty Matters More Than Ever. Rewarding That Loyalty Is Mandatory. Rewarding That Loyalty Is Mandatory. My Comment: This is an interesting article on customer loyalty programs. 3) Tracking customer loyalty boils down to math. Traditional loyalty programs are based on transactions.

Customer Service 73

Customer Service Loyalty Programs Chatbots Loyalty 73

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

Retently

AUGUST 12, 2024

Key Takeaways NPS mainly gauges long-term customer loyalty, being a key metric for enhancing customer experience in ecommerce and retail. Net Promoter Score is a metric that measures customer loyalty by asking one simple question: “ How likely are you to recommend our product/service to a friend or colleague? ” So, what is NPS ?

Ecommerce 78

Ecommerce NPS Retail Software 78

DCX

DECEMBER 1, 2024

CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected.

Fashion 52

Fashion Trends Culture Connections 52

SurveySparrow

FEBRUARY 22, 2024

Moreover, responsive customer support ensures that customers have a positive experience whenever they need assistance, further cementing their loyalty. Eventually, it can foster loyalty and encourage repeat business. As a result, the satisfaction levels tend to increase, fostering loyalty as well. Please enter a valid Email ID.

Customer Retention 52

Customer Retention Software Gamification e-support 52

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However, without fail, I always get asked what can be done to improve customer loyalty.

Customer Service 67

Customer Service Loyalty Programs Loyalty Customer Service Training 67

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 27, 2024

Net Promoter Score , or NPS, is a crucial metric to gauge customer loyalty and satisfaction. We have already defined that NPS is crucial for understanding customer satisfaction and loyalty. A higher NPS score means excellent customer satisfaction and loyalty, meaning increased customer retention. Let’s not waste any time.

NPS 52

NPS Retail Effort Score Loyalty Programs 52

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article. What an honor.

Customer Service 73

Customer Service Contact Center Average Handle Time Customer Service Strategies 73

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