ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. They are repeat and loyal customers who are crucial to a company or brand staying in business.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

JANUARY 26, 2025

My Comment: We kick this weeks Top Five roundup off with advice from the CXO of one of the most recognizable brands, Verizon. Whenever you can learn from a leader of an iconic brand, jump on it! Most agree that loyalty programs make them feel more connected to the brand. The title sums up the gist of the article.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

Experience Investigators by 360Connext

AUGUST 23, 2018

Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. But, customers interact in big ways and small with your brand. “Our customers LOVE our loyalty program.” appeared first on Customer Experience Consulting.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. A strong customer experience strategy enables you to create a truly customer-centric brand. Of course, these wont happen overnight.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

BirdEye

MARCH 17, 2023

In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency. In this article, we’ll explore the world of small business consulting and how you can become a successful small business consultant to help business owners get the most out of their business.

Consulting 98

Consulting Social Media Financial Strategy 98

GetFeedback

JANUARY 28, 2020

Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers. Implementing proper customer retention strategies can help you build solid relationships with customers who can also become your brand ambassadors. So let’s get started. What is customer retention?

Social Media 322

Social Media Customer Retention Strategy Video 322

ShepHyken

OCTOBER 25, 2021

(Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer loyalty is no more than repeat transaction behavior. Thank you CH Consulting Group!).

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

Beyond Philosophy

JUNE 11, 2015

For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. also has no loyalty program. In the U.S.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Michelli Experience

MARCH 1, 2016

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Loyalty Programs 100

Loyalty Programs Loyalty How To Customers 100

Beyond Philosophy

MAY 10, 2017

And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway? Loyalty means you’ve made an emotional attachment. That’s loyalty. Customer loyalty is a bit different. True loyalty is based on shared values, positive emotional experiences and trust.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. The following table is an example of a brand showing the same set of actions to all users.

Loyalty 95

Loyalty Brands Loyalty Programs Multi-Channel 95

Michelli Experience

OCTOBER 24, 2017

A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? A Consultant’s View. A Different Era.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

APRIL 18, 2017

Most people would choose (A), and in fact that’s been the trend with brands over the past few years. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. However, McKinsey reports that fewer people are actively engaged in these programs today than in the past.

Sales 124

Sales Loyalty Programs Consulting Comparison 124

ShepHyken

APRIL 29, 2019

A digital marketing strategy is absolutely crucial for every brand. The website provides the customer with an exclusive insight into what the brand offers. 76% of Customers Choose Loyalty Programs that Collect ONLY Name and Phone Number by Michael Guta. Inspirational Book on Customer Experience by Extens Consulting.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 100

Loyalty Measurement Tools Data 100

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The employees liked the new uniform and how it made them feel — more confident, and more prideful in the brand and their job.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Michelli Experience

NOVEMBER 8, 2017

In fact, I work with consulting clients to look at the authenticity and impact of word choices across all aspects of their sales or service delivery. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Personal Benefits. Michelli, Ph.D.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

InteractionMetrics

JANUARY 7, 2025

The Power of Personas and Critical Moments Effective journey maps focus on key customer personas and highlight the “moments of truth”the interactions that have an outsized impact on the customers experience and loyalty. Consultants can help businesses clarify these nuances. To watch the recording, click here. Takeaway #4.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Lumoa

JUNE 26, 2023

Nike, another well-known retail brand, achieved higher annual revenue by investing in multiple channels. Buyers will get a connected brand experience throughout all channels, including physical outlets, e-commerce stores, social media pages, and even through SMS and push notifications.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Second to None

MARCH 22, 2019

1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in unique ways. Online Influence.

Connections 75

Connections Brands Social Media Loyalty Programs 75

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Customer Bliss

JUNE 6, 2017

Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. He had been a huge Starwood guest during his road warrior consultancy days.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Over half also cited brand advocacy as a key factor.

Loyalty Programs 40

Loyalty Programs Loyalty Study Customers 40

Beyond Philosophy

SEPTEMBER 2, 2019

The Problem with Loyalty Programs. Furthermore, firms use loyalty programs that are not designed to encourage loyalty as we’ve defined it. You have the same problem with customer loyalty at your organization. When your loyalty program gives cash back, or points, or upgrades, etc.,

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

InMoment XI

OCTOBER 8, 2024

What is A Customer Experience Improvement Program? A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. Customers will become loyal to your brand after a varying number of positive experiences.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Experience Investigators by 360Connext

MAY 24, 2017

Because the magic of a great customer experience is tied directly to our emotional connection to a brand. But when treated well day after day and month after month, we build an authentic relationship with a brand. “ Am I expected to mention our loyalty program anymore? Why isn’t that happening this time?”

Hotels 125

Hotels Infographics Loyalty Programs Customer Experience Professionals 125

ShepHyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Great customer experience leads to brand loyalty. Pedowitz offers five tips for brands to enhance the customer experience and in the process build brand loyalty: . Anticipate needs.

Tips 113

Tips Customer Experience Loyalty Loyalty Programs 113

Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others.

Hospitality 74

Hospitality Travel Industry Brands 74

ShepHyken

APRIL 9, 2018

His brand new book, “ Never Lose a Customer Again ,” is just out. How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program.

Net Promoter Score 94

Net Promoter Score Customer Service Loyalty Programs Chatbots 94

SuiteCX

JUNE 15, 2017

Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Especially if a loyalty program is part of your strategy. Self-selection bias; this is the big loyalty program measurement challenge. This makes sense.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Especially if a loyalty program is part of your strategy. Self-selection bias; this is the big loyalty program measurement challenge. This makes sense.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

Second to None

MARCH 22, 2019

1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in different ways. Online Influence.

Connections 63

Connections Brands Social Media Voice of Customer 63

Michelli Experience

MARCH 11, 2016

Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. Two: Mobile Loyalty Programs Work. An astounding 90 percent of smartphone users enrolled in mobile loyalty clubs have found them beneficial.

Technology 100

Technology Company Marketing Loyalty Programs 100