Can AI Improve Your Loyalty Program?
Forrester's Customer Insights
MARCH 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
B2C Loyalty Programs Marketing 
Frightening Issues That Haunt Marketers: From Marketing to Mobile
Optimove
OCTOBER 5, 2023
As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing. Others
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Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs
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 […]
Changing Your Loyalty Program? Here’s What To Consider
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.
Top 5 Customer Service & CX Articles for Week of April 29, 2024
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. My Comment: Let’s move away from loyalty programs but stay with trends.
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. It is trusted by 92% of consumers.
How Customer Loyalty Can Drive B2B SaaS Business Growth
Totango
JULY 1, 2022
First, we’ll discuss what customer loyalty is. Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. What Is Customer Loyalty? What Are Key Differences between Customer Loyalty for B2B and B2C Brands?
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Paid Loyalty Programs Pique Premium Interest
Forrester's Customer Insights
MAY 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
Next-Generation Loyalty Marketing (for experts)
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.
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5 Top Customer Service Articles of the Week 10-25-2021
ShepHyken
OCTOBER 25, 2021
(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. Next Generation Loyalty – Part One by Braden Kelley. Loyalty is more than points. It awards points, miles, etc.
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Meet Forrester’s New Principal Analyst Covering Loyalty Marketing: John Pedini
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.
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New Forrester Research: B2B Should Use B2C Customer Loyalty Principles
Influitive
APRIL 22, 2015
For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one. B2B Loyalty, The B2C Way.
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5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. 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. Absolutely!
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Creating Customer Personas: Solutions to 4 Common Challenges
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Personas are often used in marketing and sales efforts, and those names apply to those types of personas. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Personas are often based on research, including customer segmentation and market research data.
Top 5 Customer Service & CX Articles for the Week of September 11, 2023
ShepHyken
SEPTEMBER 10, 2023
How to Make Loyalty a New Business Line for your Brand? by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program. Here’s how. must practice.
Top 5 Customer Service & CX Articles for Week of February 5, 2024
ShepHyken
FEBRUARY 4, 2024
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. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.
10 Inspiring B2B Loyalty Program Examples from Successful Companies
SmartKarrot
APRIL 20, 2022
From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. But, implementing these programs in Business-to-Business (B2B) environments can be a little different. Let’s start with understanding what the B2B loyalty program is and how it works.
Smart CRM Basics: Customer Engagement Strategies You Don’t Want to Miss
Optimove
JULY 12, 2021
Implement rewards/points programs, membership/loyalty programs, and VIP clubs to incentivize customers to increase engagement with your brand. If you want to learn more about how to use customer engagement strategies to maximize loyalty and lifetime value, feel free to? How Do You Measure Customer Engagement?
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How Consumers Really Feel About Your Loyalty Program
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.
5 Top Customer Service Articles For the Week of January 20, 2020
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?
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B2B Marketers: Borrow From B2C Loyalty Tactics To Deepen Business Relationships
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.
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NPS in Retail: Everything You Need to Know in 2024
SurveySparrow
FEBRUARY 27, 2024
In the B2C industry, retail comes third, with insurance and financial services holding the first and second positions, respectively. You can get a better look at the NPS scores of others in B2C from the following graph. Promoters, or customers who are likely to recommend a retailer, exhibit a higher degree of engagement and loyalty.
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5 Essential Steps for Customer Journey Mapping Initiatives
ChurnZero
MAY 18, 2021
Each business has its own unique propositions, target markets, and market environments, based on which the customer journey map has to be crafted. From a digital marketing perspective, the best way to address these questions would be by creating web pages and copy that will answer these questions for the customer.
B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now
Daniel Group
AUGUST 13, 2021
To learn where your company needs to improve its CX program, take our Customer Experience Maturity Assessment based on our extensive customer feedback data from our 30+ years of surveys and market research across multiple markets. Strategy + Business: The untapped potential of B2B customer loyalty programs.
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5 Top Customer Service Articles For the Week of April 20, 2020
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.
5 Top Customer Service Articles For the Week of May 4, 2020
ShepHyken
MAY 4, 2020
Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Smart idea!
Level Up Your Loyalty Marketing With Zero-Party Data
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.
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Prepare For 2023: Sharpen Your Loyalty Data Collection This Holiday Season
Forrester's Customer Insights
NOVEMBER 1, 2022
Use your loyalty program to collect consumer data and boost B2C sales this holiday season.
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5 Top Customer Service Articles for the Week of October 28, 2019
ShepHyken
OCTOBER 28, 2019
(CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Frankly, I’m surprised that loyalty, service and experience are separate. For that matter, let’s toss in marketing – because, isn’t all of this marketing? ” My Comment: The title of the article intrigued me.
How to boost your business messaging with text abbreviations
BirdEye
NOVEMBER 7, 2023
Effective SMS marketing By using abbreviations while promoting, you can ensure that your messages are concise yet compelling. Marketing campaigns SMS marketing campaigns, email subject lines or social media posts can benefit from concise yet catchy text abbreviations. Example: Customer: “When will my order arrive?”
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7 Great Customer Engagement Ideas
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. Rewards will differ from B2B to B2C customers.
Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
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?
Quick Ways to Adjust Your Communications for COVID-19
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? In many ways, it means marketers need to adapt and to reinvent themselves.
Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen
Customer Bliss
JANUARY 18, 2018
To begin the process, Kathy and her team aligned silos across functional groups, which included understanding inventory and supply levels, distribution and warehouse teams, marketing, merchandising, customer care, and tech and operations. Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it.
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Customer Experience: Why are Customer and Buyer Journey Maps Important?
SmartMessage Blog
OCTOBER 27, 2022
In this article, we will detail this concept for you and discuss why you need to pay attention to the customer and buyer journey while creating your marketing strategies. The concept of customer experience map also appears in the marketing world as a customer journey or customer journey map. What is a Customer Experience Map?
It’s High Time to Enhance Your Event Ticketing App With Advanced Functionality
CSM Magazine
SEPTEMBER 18, 2018
Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity. From multiple payment methods and location-based marketing to loyalty programs and customized recommendations, you have much freedom for refining your ticketing app.
Implementing 24/7 Customer Service for Your Business? Here Are 9 Good Reasons Why You Should!
Kustomer
JANUARY 11, 2022
With this market only growing, there’s never been more potential for an online business to expand and see greater profits. 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. Meeting Market Demand.
Breaking down the walls: Loyalty Magazine Awards 2019
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. Looking beyond transactional rewards.
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A “Material” Announcement from Our CEO
Strativity
JULY 16, 2020
In 1992, we were a small 30-person market research company named Lieberman Research West, working hard to regain our footing after a challenging economic recession that coincided with the first Persian Gulf War. When we added more outside companies to deliver new marketing capabilities to our growing family, we became LRW Group.
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Brands Win the Long Game by Doing This
Oracle
MAY 23, 2018
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. By combining B2B and B2C ecommerce, cycles can be cut dramatically to get products on shelves faster.
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Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?
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?
If You Want Customer Loyalty, You Need A Value Exchange
Forrester's Customer Insights
FEBRUARY 13, 2024
I regularly have discussions with clients who want to create a loyalty program.
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34 Reality Check: 5 Roadblocks to Blockchain Loyalty Tech
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.
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Virgin Shows Links Between Employee Experience and Customer Experience
Beyond Philosophy
JUNE 21, 2015
Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.
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