InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

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. It enables informed decision-making for CX teams.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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. The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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

Experience Investigators by 360Connext

NOVEMBER 12, 2014

This is such an amazing example of experiential marketing. 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. The best experiences are all about identity of both the brand and the customers. That’s ok.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

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

C3Centricity

MAY 12, 2024

Here are twenty ways to get started, together with best-in-class examples, but I’d love to hear how you delight your own customers and turn satisfaction into loyalty. According to a report by Epsilon , 80% of consumers are more likely to purchase from a brand that provides personalized experiences. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

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. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. Did you know that social media is the number one discovery channel for products?

Analysis 195

Analysis Customer Journeys Social Media Analytics 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 92

Loyalty Programs Loyalty Fashion Financial 92

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

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

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. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Effort Score Financial 195

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. He stays close to home to give an example. Customer loyalty programmes…why bother! In his talk, Customer loyalty programmes…why bother!

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Comm100

NOVEMBER 23, 2016

So what’s the best, most direct way to show customers your commitment, and inspire loyalty in return? A solid customer loyalty program. If you want to build the loyalty program your customers deserve, this post will give you customer loyalty program ideas to turn everyday shoppers into loyal fans.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs Airlines 100

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. Read on and find out!

Sales 277

Sales Loyalty Programs Social Media Policies 277

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

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. Each of the above examples includes CX metrics you may choose to track. Related resource : Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

DECEMBER 1, 2021

And the goal of that process is to drive a deeper sense of loyalty. There is clearly some overlap between both programs, so how can brands utilize one to inform the other? If a customer isn’t satisfied with the proposed exchange your loyalty program offers, they won’t buy in. would if a discount is involved.

Loyalty 195

Loyalty Marketing Loyalty Programs Customer relationships 195

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

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

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

For example, if you are embarking on a customer journey mapping project with a specific scope, like signing up for a mobile app, then you’ll want to know about the customers who use (or are likely to use) that mobile app. Define and consider the specific points of interaction between each customer persona and your brand.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

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

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. Customers are willing to pay more for excellent service.

Loyalty Programs 79

Loyalty Programs Loyalty Connections Brands 79

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

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

BirdEye

JULY 5, 2023

Benefits of relationship marketing Different types of relationship marketing Top 7 relationship marketing strategies Real-world examples of relationship marketing in action FAQs about relationship marketing Final thoughts on relationship marketing What is relationship marketing?

Examples 98

Examples Strategy Marketing Social Media 98

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

CSM Magazine

NOVEMBER 6, 2024

Many brands now offer low-cost franchise opportunities for veterans , making it easier for them to enter the business world without a heavy upfront investment. This approach allows them to build a business that benefits from both brand recognition and personal connections. Customers want to know what to expect each time they visit.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

CSM Magazine

JULY 5, 2024

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs? Example: Starbucks Rewards Starbucks uses its Rewards program to encourage frequent purchases.

Loyalty Programs 52

Loyalty Programs Loyalty Measurement Brands 52

ShepHyken

OCTOBER 20, 2024

But for the right company or brand, this can work well. How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. For example, 97% of businesses calculate their customer retention rate at least once a year, with 71% of those businesses reviewing their customer retention rate monthly or weekly.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ShepHyken

FEBRUARY 3, 2025

7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective. Here are seven signs your loyalty program may need a redesign. Here are seven reasons why a loyalty program might fail.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. Understanding how customers feel about your brand can help you identify strengths and areas for improvement.

Measurement 195

Measurement Effort Score How To Hotels 195