Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. Target has put sales personnel in select departments, and it is debuting eight new store brands. Retailers drop their prices to bring more shoppers into their stores.

Retail 124

Retail Rewards Programs Sales Loyalty 124

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. I am a huge fan since it has saved me more than once. Image credit: oddsock via Creative Commons license.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. One specific segment that fast-casual brands should be catering their services towards are millennials.

Brands 63

Brands Consumers Rewards Programs Ecommerce 63

Beyond Philosophy

OCTOBER 30, 2017

But true loyalty can’t be bought with rewards perks. You’ve got to consistently provide an experience that makes customers want to be loyal to your brand. In taking the rewards experience approach, hotels are making a perfectly rational assumption. Does a better rewards program help? What about you?

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

Joe Rawlinson

JULY 24, 2019

In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream. From expeditious customer service and product quality to brand values and convenience, there are a host of factors that influence customer satisfaction. Customer Reward Programs. This practice has a lot of merits.

Loyalty 107

Loyalty Sales First Call Resolution Rewards Programs 107

CSM Magazine

DECEMBER 10, 2021

Unfortunately, in customer service settings, these sentiments affect much more than employee happiness or turnover—often impacting customer interactions and even customer satisfaction with your brand. There is a number of ways to do this, but developing an official Voice of the Employee (VoE) is a great place to start. About the Author.

Customer Journeys 98

Customer Journeys Employee Experience Omni-Channel Employee Engagement 98

Beyond Philosophy

MARCH 14, 2016

When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. The guy in front of me in line who buys a small coffee gets the same reward, but he didn’t spend as much money or buy as many items as me. Rewards programs are tricky, though.

Loyalty 60

Loyalty Rewards Programs Consulting Customers 60

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Industry 48

Industry Brands Rewards Programs Loyalty 48

ShepHyken

MAY 30, 2022

This is Where Rewards Programs Lose Most of Their Members by Jenn McMillen. My Comment: If you have a rewards program, is it working? Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more.

Customer Service 14

Customer Service Rewards Programs Poor Customer Service Self Service 14

Beyond Philosophy

APRIL 13, 2018

And, for heaven’s sakes, loyalty reward programs and loyalty cards do not build loyalty. The rewards you get for giving a brand your business only become part of the offer in most customer’s minds.). When you consider all these things, it is clear why customer loyalty is something every brand wants.

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. I like these changes.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

C Space

APRIL 2, 2020

The Brand Move Roundup – April 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – April 3, 2020. Read More.

Brands 52

Brands Banking Healthcare Government 52

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. Self-selection bias; this is the big loyalty program measurement challenge. This makes sense. How is it possible to see this? Get in touch, we’d love it talk. www.returnonloyalty.com.au.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. Self-selection bias; this is the big loyalty program measurement challenge. This makes sense. How is it possible to see this? Get in touch, we’d love it talk. www.returnonloyalty.com.au.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

Second to None

FEBRUARY 4, 2020

By cutting out the wholesaler middle-man, brands are setting themselves up to better understand what their customers are looking for within the sales interaction, therefore helping to establish better and longer customer relationships. In fact, 25% of Hilton’s most loyal guests interact with the brand through these direct channels.[2]

Consumers 67

Consumers Strategy How To Hospitality 67

ProProfs Chat

DECEMBER 7, 2018

Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Brand promise- Be sure to live up to your Brand promise of two-day package delivery; otherwise it’s a classic case of overpromising and under delivering. It’s the holidays, so it is a great time to REWARD your customers! Tweet this. And solve it fast.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Beyond Philosophy

NOVEMBER 16, 2016

Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand. Take the new Starbucks rewards program ( please!). In the past, customers received a point every time they made a purchase and earned a reward after 12 points. Change the Product, Change the Feelings. What business doesn’t?

Social Media 60

Social Media Rewards Programs Consulting Customers 60

Second to None

APRIL 12, 2018

These sites may contain information about customer experience, reviews, and overall brand sentiment that happen in real time. Consider honing in on repeat guests and incentivizing them with a customer loyalty program. For instance, if a customer shares their email, in exchange they can join a rewards program for free.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

Beyond Philosophy

OCTOBER 10, 2016

As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. When things get ambiguous or difficult to evaluate, customers may use their high-level impressions of the brand, the retailer, or the service provider to guide their evaluations or what we call a “halo effect.”

Hotels 60

Hotels Rewards Programs Retail Consulting 60

Service Untitled

MARCH 24, 2014

In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.

Loyalty 58

Loyalty Loyalty Programs Rewards Programs Transportation 58

ShepHyken

APRIL 20, 2020

My Comment: I’ve always said that many loyalty programs are often marketing programs, where repeat purchases earn points or free merchandise. A research team at Washington University Business School came out with some interesting research about how just being part of a simple loyalty or rewards program, drives repeat business.

Loyalty Programs 51

Loyalty Programs Customer Service Rewards Programs Consulting 51

Micah Solomon

DECEMBER 4, 2015

I’ve never heard: “I’m loyal to Apple because of their [nonexistent] rewards program.” ” That’s because true customer loyalty has a limited relationship to customer loyalty programs, customer loyalty cards, customer loyalty rewards. Dubious at best. Emphasis mine.]. How can that be?

Loyalty 40

Loyalty Rewards Programs Consulting Loyalty Programs 40

CSM Magazine

OCTOBER 4, 2023

Brands should ask themselves the following questions to get the best out of their loyalty programmes and stay one step ahead of the competition. Do your customers value the rewards the scheme provides? Sometimes creativity and partnerships with other brands can help create an enticing incentive. How easy is it for them to join?

Loyalty 59

Loyalty How To Banking Airlines 59

Inbenta

JUNE 30, 2021

TravelClub is the leader reward program in Spain with over 6 million subscribers. Especially in Covid and post-Covid times where face-to-face support is less preferred by customers, chats have become a new and easy-to-use channel to reach brands and companies. . TravelClub. With over 5.5 Chatbot examples in the retail industry.

Chatbots 105

Chatbots Examples Self Service Insurance 105

Oracle

APRIL 23, 2019

That way, you can make an informed decision by looking back at your loyalty rewards program and say, “Are these people redeeming these points? How are they interacting with our brand?” ” And that is really the information a loyalty manager needs to drive that loyalty program. How are they clicking?

Analytics 45

Analytics Loyalty Rewards Programs Retail 45

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success.

Tourism 56

Tourism Travel Customer Service Airlines 56

Service Untitled

OCTOBER 15, 2010

Granted, there is a rewards program, but my usual discount is $1.50, and I have to use it within a few weeks otherwise the offer expires. Incentives for new customers are commonly very aggressively marketed; more than “rewards&# or “discounts&# for current customers.

Rewards Programs 44

Rewards Programs Loyalty Loyalty Programs Exercises 44

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Reward programs still have an important part to play in this effort; but they are only part of the picture. Big brands mimicking strategies pioneered by upstart challengers. 2018 saw a 14.2%

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

SurveySensum

FEBRUARY 26, 2024

One-on-one expert consultation for CX implementation The tool also provides you with CX consultations with top CX experts. Best Features The platform provides several powerful features, such as rewards and recognition programs; employee discounts, along with communication tools.

Tools 52

Tools Survey Employee Engagement Culture 52

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. Using that information, our focus is to provide strategies for growth and long-term customer retention while serving as a partner in disruption for challenger brands looking to uncover new growth by reshaping the restaurant category.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

Material works with some of the largest and most innovative restaurant brands. Using that information, our focus is to provide strategies for growth and long-term customer retention while serving as a partner in disruption for challenger brands looking to uncover new growth by reshaping the restaurant category.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Service Untitled

SEPTEMBER 17, 2010

I recently had an experience with a live chat that was not very good and disappointing at best. It’s amazing what you learn about doing things right when you experience a business doing it wrong!

Poor Customer Service 42

Poor Customer Service Customer Service Retail Rewards Programs 42

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. The loyalty program is not a barnacle that has been attached to the business. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. This led many banks in Europe to close their rewards program over the past three years.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

delighted

NOVEMBER 5, 2019

Customer experience must now be consistent across all touchpoints to ensure customer needs are being met wherever customers choose to interact with your brand. Successful retail brands will outpace their competition by reaching customers with both physical and digital presences. Brick and mortar, or digital?

Retail 40

Retail Customer Experience Omni-Channel Effort Score 40

SurveySensum

FEBRUARY 28, 2024

Not just that, it’s not just a product, a dedicated CX consultant comes along that helps you every step of the way – from creating surveys to analyzing results and taking action on the feedback – all aligned to your business objectives. It has customizable surveys to align with your company’s branding.

Tools 52

Tools Feedback Analysis Survey 52

SurveySparrow

MARCH 29, 2023

Videos that talk about your brand also work. Here’s what you should do in the awareness stage: Provide your target audience with information that will help them understand your brand and the values that you stand for. Share the benefits of using your brand’s products and services. Offer a free consultation call.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52