Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? That’s not good news for those brands I’m signed up with, is it? customer loyalty programs and yet is only active in 3.9. And research from Capgemini points out that almost 90% of social media comments on loyalty programs are negative.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. It enables you to pinpoint specific user profiles for re-engagement. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You’re not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Don’t miss the next episode!

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Retently

NOVEMBER 27, 2024

With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: Personalization makes customers feel understood, increasing their likelihood of repeat purchases and brand loyalty. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Regular communication helps build trust and keeps customers engaged with your services.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision?

Loyalty Programs 93

Loyalty Programs Loyalty Fashion Financial 93

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. A few of my favorite examples of how brands are getting it right: 1.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Kayako

MAY 30, 2017

People are becoming fickle and disloyal to specific brands” say some marketing experts who also advise businesses to focus on chasing new clients. The first is a pyramid with your company’s core values at the base, going up to your ability to engage with guests and fellow employees, solve problems, and deliver great customer service.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

QuestionPro Audience

JANUARY 3, 2017

Moreover, a variety of opportunities exist to engage with travelers. However, airlines are losing the opportunity to extend loyalty programs through food and beverage services. In-flight entertainment is another service commonly offered by airlines that could be expanded to increase customer loyalty.

Airlines 150

Airlines Loyalty Brands Industry 150

C3Centricity

MAY 12, 2024

According to a report by Epsilon , 80% of consumers are more likely to purchase from a brand that provides personalized experiences. Spotify exemplifies personalization by using sophisticated algorithms to tailor playlists to individual tastes, improving user engagement and increasing subscription retention rates. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

ProProfs Chat

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

ShepHyken

FEBRUARY 16, 2025

What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.

Loyalty Programs 80

Loyalty Programs Customer Service Customer Journeys Loyalty 80

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

GetFeedback

FEBRUARY 6, 2019

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Don’t be afraid to mention that in your re-engagement campaign.

Survey 186

Survey Engagement How To Tips 186

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Every interaction at every stage of the customer’s journey can affect loyalty.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

rethinkCX

FEBRUARY 17, 2025

In todays competitive market, understanding the psychology behind customer loyalty can help brands cultivate long-lasting relationships with their audience. By leveraging emotional connections, personalized experiences, and trust-building strategies, businesses can turn one-time buyers into brand advocates.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

ECXO

JANUARY 21, 2025

Reputation Ruined: Apex went from being a beloved brand to a cautionary tale in the tech world. Claras disappointment with Apex stemmed from feeling undervalued despite years of loyalty. Losing trust with loyal customers can destroy a brands foundation. By then, it was too late.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

rethinkCX

FEBRUARY 17, 2025

However, retaining subscribers and ensuring long-term engagement require a customer experience (CX)-driven approach. With customer expectations rising , brands must leverage personalization, AI, and proactive support to maintain loyalty and reduce churn. Key CX Strategies to Keep Subscribers Engaged 1.

Gamification 52

Gamification Engagement Customer Engagement e-support 52

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Brandwatch CX

MARCH 27, 2025

Relationship marketing is a long-term strategy, and that might put some brands off. If you have the conviction to engage in itand stick with it, your business can see long term benefits. Customer service (talk to them sweetly) Customer service has to be the number one priority for brands hoping to succeed at relationship marketing.

Customer relationships 93

Customer relationships Marketing How To Social Media 93

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape?

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

ShepHyken

FEBRUARY 3, 2025

How does a business enhance customer loyalty without relying on points or discount programs? Top Takeaways People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.

Loyalty Programs 80

Loyalty Programs Loyalty Connections Brands 80

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

CSM Magazine

APRIL 3, 2025

Transforming Customer Engagement with NFTs and Loyalty Programs Web3 platforms are leveraging non-fungible tokens (NFTs) and blockchain-based loyalty programs to reimagine customer engagement strategies: Dynamic Rewards : Traditional loyalty programs are static, often requiring customers to accrue points that may have limited value.

Customer Experience 52

Customer Experience Loyalty Programs Government Gamification 52

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. Ryan Ostrom , Chief Marketing Officer and former brand leader at GNC, Yum!

Strategy 64

Strategy Marketing Customer Experience Social Media 64

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. Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Whenever you can learn from a leader of an iconic brand, jump on it!

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

GetFeedback

JANUARY 28, 2020

It’s no doubt that you are using social media to engage with your customers. Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers. Social media releases new features and technologies that allow marketers to engage and retain customers easily.

Social Media 322

Social Media Customer Retention Strategy Video 322

CloudCherry

JULY 25, 2018

For their purposes, an Iconic firm is one that maintains “the highest levels of customer experience and have world-leading brand recognition” and also possess other key distinctions from their counterparts, such as: Being omnichannel leaders. The report focuses on “Iconic firms” and contrasts them to those that are not iconic.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

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. What customer traits or characteristics influence engagement or purchasing decisions for these segments? Of course, these wont happen overnight.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. A transaction may be hours, days, or weeks down the road. #4.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. The right marketing strategies involving both on and off your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales.

Sales 111

Sales Customer Engagement e-support Engagement 111