ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 144

Customer Service Loyalty Programs Customer Journeys Customer Centricity 144

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. It also includes a short list of what to consider when protecting customer loyalty.

Net Promoter Score 81

Net Promoter Score Loyalty Programs Customer Service Ecommerce 81

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. In addition, the author includes two additional trends.

Loyalty Programs 77

Loyalty Programs Customer Service Self Service e-support 77

Forrester's Customer Insights

OCTOBER 25, 2022

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

Optimove

JULY 12, 2021

Customers have an alternative to almost every brand, and competition is fierce for every industry and vertical out there. That’s why customer engagement must become an essential KPI for every business that cares about loyalty and lifetime value. What Are Some Customer Engagement Strategies? How Do You Measure Customer Engagement?

CRM 98

CRM Customer Engagement Engagement Strategy 98

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. Every business needs a loyalty strategy, but not every business needs a loyalty points program.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours. Conclusion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Let’s say you’re a business-to-consumer (B2C) company selling retail products.

Social Media 98

Social Media Brands Video Entertainment 98

ShepHyken

SEPTEMBER 10, 2023

They quickly switch from one brand to another if these needs aren’t met. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. How to Make Loyalty a New Business Line for your Brand?

Customer Service 91

Customer Service Loyalty Programs Retail Loyalty 91

Optimove

OCTOBER 5, 2023

Marketing blunders that negatively impact brands include overwhelming customers with excessive messages, leading to marketing fatigue, and conflicting messages and promotions across various channels. 79% of consumers in our 2023 Marketing Fatigue survey said they unsubscribed from retail brands in the past three months.

Marketing 119

Marketing B2C Survey Loyalty 119

ChurnZero

MAY 18, 2021

It helps you tell the story of your customer’s experiences with your brand across all touchpoints. Advocacy – The stage where the customer becomes a brand advocate of the brand and begins referring their near and dear ones to the business. . Turn customers into brand advocates. Wrapping it up.

Customer Journeys 84

Customer Journeys Loyalty Programs B2C Touchpoint 84

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 92

Customer Satisfaction Customer Experience B2C Banking 92

Oracle

MAY 23, 2018

All kinds of brands are looking for ways to reach their end-customers better with beautiful websites and carefully orchestrated shopper journeys. But most brands are only seizing half of the opportunity. Brands are competing for less shelf space. Brands are competing for less shelf space. The bottom line.

Brands 49

Brands Ecommerce Apparel B2B 49

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

MAY 4, 2020

At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). Customer Experience is the way!

Customer Service 78

Customer Service Contact Center Retail B2C 78

BirdEye

NOVEMBER 7, 2023

Building relatability and trust Incorporating appropriate acronyms for texting in business communications can portray your brand as relatable. Maintain your brand’s voice Consider your brand as a person. Just like individuals have their own way of speaking, so does your brand.

How To 116

How To Social Media Communication ROI 116

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer. Janice Cuban.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Loyalty Programs 52

Loyalty Programs Customer Service Rewards Programs Consulting 52

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Four Brands Getting Customer Experience Right by Ryan Hollenbeck. And, anytime I can learn from an executive of a world-class brand, I pay attention.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

Beyond Philosophy

JUNE 9, 2015

In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Loyalty 60

Loyalty Loyalty Programs Airlines B2C 60

Beyond Philosophy

JUNE 21, 2015

Without this foundation of trust between employer and employee, there can be no ambassadors, and these ambassadors are a key factor in creating the Customer Experience you want for your brand. Special early-bird registration offer: Free Whitepaper Download, “Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?”.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

CSM Magazine

SEPTEMBER 18, 2018

By building such sponsorship relations with high-profile brands, you’ll be able to achieve two aims at once: engaging mobile users and gaining an extra monetization channel. Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity.

Loyalty Programs 56

Loyalty Programs Transportation B2C Sports 56

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Ask for Customer Feedback.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 60

Customer Satisfaction Customer Experience B2C Banking 60

Kustomer

JANUARY 11, 2022

Providing high levels of customer support — and that includes 24/7 provision — goes a long way toward enhancing the customer journey and experience, as well as the credibility of your brand. It goes beyond repeatedly buying your products or using your services and can elevate a customer to a brand ambassador. Improved Conversion Rates.

Customer Service 84

Customer Service e-support Self Service Customer Retention 84

ClientSuccess

JUNE 19, 2019

Demonstrating the latter with great finesse and building customer loyalty is the e-commerce brand, Modcloth. This brand demonstrates that if you wish to engage with your users on a trusting level, go for the live chat feature. Letting consumers feel understood and most importantly, heard by the brand.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

SurveySparrow

FEBRUARY 27, 2024

It’s a game-changer in retail, turning customers into loyal fans and, even better, into advocates for your brand. A higher NPS score means excellent customer satisfaction and loyalty, meaning increased customer retention. A high loyalty score would mean that the customers trust your brand. What is NPS in Retail?

NPS 52

NPS Retail Effort Score Loyalty Programs 52

Optimove

APRIL 2, 2020

In the past few weeks, I have had many meetings with clients – b2c/d2c brands from different verticals – who all seem to ponder over the same question: what’s the best way to communicate with your customers in such uncertain and sensitive times? Brand B – prefers not to mention it at all. But, how, exactly?

Communication 52

Communication Entertainment Ecommerce Sports 52

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. A few – such as Tarte, a US cosmetics brand – are way ahead of the game.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Strativity

JULY 16, 2020

In the nearly three decades since, our business has steadily marched toward realizing this vision, and our brand identity has evolved along with it. We make a material impact through radical collaboration that ignites growth for the world’s top B2C and B2B brands. It starts at the core of what we do. A Material Impact.

Analytics 52

Analytics Consulting Analysis B2C 52

Currency Alliance

APRIL 26, 2018

But while excited boardrooms spend hours brainstorming ways “to do something with blockchain”, companies risk distracting themselves from real, present opportunities to succeed with loyalty in other ways. First, though, a look beyond most brands’ planning horizons, to exactly how blockchain will benefit the loyalty industry.

Loyalty 40

Loyalty Loyalty Programs Technology Brands 40

ProProfs Chat

MAY 6, 2020

One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This calls for service enhancement, to ensure that you leave a substantial impact on your customers that compels them to come back to your brand frequently. Negative Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SurveySparrow

DECEMBER 17, 2020

The product user experience is also an important element of your overall brand. It puts you under even more pressure because social media can be disastrous for brands when they are outed publicly for their mistakes. People love brands that do not take them for a ride. Brands have truckloads of data about its customers.

Trends 52

Trends Omni-Channel User Experience Social Media 52

Forrester's Customer Insights

JULY 15, 2019

And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn. Brands need strategic guidance to make the most of their […].

Loyalty 44

Loyalty Loyalty Programs Consumers Connections 44

ReviewTrackers

MAY 8, 2017

The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

SurveySparrow

APRIL 17, 2020

B2B buyers have come to demand much more from their buying journeys, and many expect a buyer experience similar to that of B2C customers. In addition to personalization, both B2B and B2C users want quick and simple transactions, which are also secure. Simplify Payments. Collect Customer Feedback Regularly.

Ecommerce 52

Ecommerce B2B Tips Self Service 52