Forrester's Customer Insights

OCTOBER 15, 2018

Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend.

Loyalty Programs 39

Loyalty Programs Loyalty Consumers Data 39

Kerry Bodine

APRIL 4, 2018

If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. But just as with B2C, these goals and tasks are on your customers’ to-do lists. I need to purchase an MRI machine for the hospital.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Many of the same principles in a B2C loyalty program apply to B2B. Absolutely!

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Their decision-making process , like what media or content they consume, as well as what influences them.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

GetFeedback

DECEMBER 21, 2018

consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. consumers say they’d share more personal information with a company that offers a great experience. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Here’s how. must practice.

Customer Service 85

Customer Service Loyalty Programs Retail Loyalty 85

Customer Bliss

JANUARY 18, 2018

Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it. Start developing consumer insights: why did you leave and how can we earn their trust back? Kathy Tobiasen has spent her career serving customers in both B2B and B2C organizations including Computer Associates, Kaplan Inc.,

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Forrester's Customer Insights

NOVEMBER 18, 2024

In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention.

Loyalty 26

Loyalty Meeting Loyalty Programs Marketing 26

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 65

Customer Service B2B Loyalty B2C 65

Optimove

OCTOBER 5, 2023

They see the need as our survey of consumers regarding marketing fatigue revealed that two-thirds of consumers (66%) want fewer marketing messages, and 27% feel they are bombarded by marketing messages. 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

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

Customer Service 124

Customer Service Loyalty Programs Effort Score Self Service 124

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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 66

Loyalty Programs Customer Service Rewards Programs Consulting 66

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

Forrester's Customer Insights

NOVEMBER 1, 2022

Use your loyalty program to collect consumer data and boost B2C sales this holiday season.

Loyalty 26

Loyalty B2C Data Loyalty Programs 26

Forrester's Customer Insights

MARCH 20, 2015

After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too.

B2C 20

B2C B2B Loyalty Loyalty Programs 20

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

CSM Magazine

SEPTEMBER 18, 2018

Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity. It’s no secret that consumers highly favor personalization. To live up to consumers’ expectations, enhance your mobile app with an advanced recommendation engine.

Loyalty Programs 56

Loyalty Programs Transportation B2C Sports 56

BirdEye

NOVEMBER 7, 2023

Common text abbreviations and their meanings Before delving deeper, let’s familiarize ourselves with a few popular texting acronyms: BRB: Be Right Back TBA: To Be Announced FYI: For Your Information LOL: Laugh Out Loud TBD: To Be Determined IMO/IMHO: In My Opinion/In My Humble Opinion IDK: I Don’t Know B2B/B2C: Business-to-Business/Business-to-Consumer (..)

How To 116

How To Social Media Communication ROI 116

Oracle

MAY 23, 2018

Direct-to-consumer sites are taking off in a major way. At the same time, advancements in lightweight SaaS applications allow brands to stand up and test websites, marketing campaigns, and loyalty programs without an army of experts or developers. Brands finally have a direct window to the consumer. The bottom line.

Brands 49

Brands Ecommerce Apparel B2B 49

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

Strativity

JULY 16, 2020

Sensing that we needed a more clearly defined mission, I developed a growth vision for the company that positioned us more as a consulting firm with a unique ability to use consumer feedback to help companies solve complex marketing and business problems. It starts at the core of what we do. A Material Impact.

Analytics 52

Analytics Consulting Analysis B2C 52

SmartMessage Blog

OCTOBER 27, 2022

What is meant here is the mapping of the phases of being a customer from the moment a brand first touches the consumer, staying as a customer, being satisfied enough to make the purchase again, and the behavioral models in these processes. We can also summarize this concept as presenting a holistic experience of end users.

Customer Journeys 40

Customer Journeys Customer Experience Omni-Channel Analysis 40

Forrester's Customer Insights

FEBRUARY 13, 2024

I regularly have discussions with clients who want to create a loyalty program.

Loyalty 34

Loyalty Loyalty Programs Strategy Brands 34

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

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. For the consumer, this should mean more valuable rewards, and the flexibility to spend loyalty points more easily, in more places.

Loyalty 40

Loyalty Loyalty Programs Technology Brands 40

Forrester's Customer Insights

JULY 15, 2019

Consumers are connected, empowered, and experimental. 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.

Loyalty 44

Loyalty Loyalty Programs Consumers Connections 44

Kustomer

JANUARY 11, 2022

Digitalizing all aspects of your business communications , including offering 24/7 customer service, is likely to improve loyalty and lead more customers to becoming brand ambassadors. It’s also worth looking at implementing loyalty programs for customers who reach this level. Improved Conversion Rates. Leading From the Front.

Customer Service 84

Customer Service e-support Self Service Customer Retention 84

SurveySparrow

DECEMBER 17, 2020

Artificial Intelligence will dominate the world of technology and that of consumer culture for the foreseeable future. Even a non-AI chatbot helps customers find an effective way for consumers to answer their problems quickly. Put across the information on the website in an easy-to-consume manner. Loyalty Programs.

Trends 52

Trends Omni-Channel User Experience Social Media 52

ClientSuccess

JUNE 19, 2019

Coming back to the main point, here are 6 strategies that you can embrace to offer value to customers and enjoy their undivided loyalty and prolonged attention in today’s fleeting consumer age. Demonstrating the latter with great finesse and building customer loyalty is the e-commerce brand, Modcloth. Closing Thoughts.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

SurveySparrow

MARCH 29, 2023

Use a loyalty program software like 99minds to formulate a reward program that makes them stay with you. Examples: Business-to-consumer (B2C): In this case, the business sells to consumers, who are usually individuals. Incentivize your customers for staying loyal to you. Examples: Costco and Walmart.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Forrester's Customer Insights

SEPTEMBER 14, 2022

Loyalty programs, rife with first-party data, are seemingly a salve to the challenges posed by the forces of data deprecation. But even loyalty marketers struggle to effectively collect and use data.

Loyalty 26

Loyalty Data Marketing Loyalty Programs 26

ProProfs Chat

MAY 6, 2020

Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. Consumers are 2x more likely to share their bad customer service experiences than they are their positive. (Source: American Express ) Tweet this. Importance of Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SurveySparrow

JANUARY 7, 2021

According to Salesforce, 80% of consumers said, the experience is as important as products. . In the future, approximately 30% of consumers are planning to shop more on online platforms. Good customer service holds power to transform potential consumers into leads. Several brands track consumers’ data to engage with them.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

BirdEye

DECEMBER 8, 2022

Let’s say you’re a business-to-consumer (B2C) company selling retail products. They can also use these platforms for advertising, customer feedback surveys and polls, providing support, developing loyalty programs, addressing customer complaints/issues, and influencer marketing campaigns.

Social Media 98

Social Media Brands Video Entertainment 98