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Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice. If they arent dealing directly with customers, they are supporting someone who is, or they are part of the process that impacts the overall service and experience.
Lately, I’ve been asked about loyaltyprograms. Any company can create a loyaltyprogram. But, there is some confusion around what exactly a loyaltyprogram is. Anything you do to get a customer to start to do business with you – and gets them to return – could fall under the concept of a marketing strategy.
What Customers Really Want From a LoyaltyProgram by Eileen Stephens (CMSWire) Customerloyaltyprograms have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyaltyprograms in 2025.
Hyper-Personalization – This starts with knowing who your customers are, what they buy, why they buy it and how often they buy. The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break. Connect with Shep on LinkedIn.
LoyaltyPrograms Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyaltyprogram must go beyond points, perks, and cash.
Seven loyaltyprogram types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyaltyprograms report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyaltyprograms. Connect with Shep on LinkedIn.
Consumers Crave More Than Discounts From LoyaltyPrograms by John Pedini (Forrester) Most global consumers belong to at least one loyaltyprogram, including 90% of online adults in the US, in Europe-5 (88%), and in Australia (93%). Most agree that loyaltyprograms make them feel more connected to the brand.
Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. Here are seven reasons why a loyaltyprogram might fail.
My Comment: This is an excellent article on customerloyaltyprograms. It includes compelling reasons to have a program, the benefits of creating one, and findings from research that show what works and what doesnt when it comes to a good loyaltyprogram. The goal is to create an emotional connection.
In a competitive marketplace, this hyper-tailored approach to marketing is the key to creating and keeping customers who love your brand. Personalization, consistency, fun, trust, and a loyaltyprogram are what helps these brands create customerloyalty. Connect with Shep on LinkedIn.
It’s prime time for retailers to grow an Amazon-level loyaltyprogram by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customerloyalty.
(Braden Kelley) Marketers have an overly optimistic perspective on customerloyalty and their implementations of customerloyaltyprograms. The reality is that very few customers are loyal and much of what we speak of as customerloyalty is no more than repeat transaction behavior.
(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again! Absolutely!
Give customers one-on-one attention. If your company has the resources, sometimes offering customers one-on-one attention with an agent can help establish a strong connection that might inspire a customer to stick around. LoyaltyPrograms. Make loyaltyprograms simple and easy.
Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. My Comment: Here is a fascinating article about loyalty and the customer experience.
My Comment: I’ve always cautioned that companies jumping into digital customerservice solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? by Michael Stelzer.
Guide To LoyaltyPrograms For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyaltyprograms to keep customers coming back and transform occasional customers into frequent shoppers.
Nine Areas of Focus for Improved CustomerServiceTraining by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customerservice team plays a large role in that organization’s success. Connect with Shep on LinkedIn.
(The Drum) A study found that customers with high emotional engagement spend two times more on brands they are loyal to than those without an emotional connection. This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. Just kidding!
The principle behind this is that companies create loyal customers by reducing customer effort. My Comment: “Customer Effort” is a great way to measure the convenience of when a customer needs to connect with a company for help or to have a problem solved. by Wise Marketer Staff.
7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customerloyalty. It’s often been thought to be a key driver of loyalty. Connect with Shep on LinkedIn.
Here’s a great line from the article: “Every additional penny that is asked of a customer should be put through a rigorous test.” It also includes a short list of what to consider when protecting customerloyalty. LoyaltyPrograms Should Encourage Competition. Over 90% of businesses today offer a loyaltyprogram.
Good LoyaltyPrograms Drive Word-of-Mouth Recommendations by Bryan Wassel (Grocery Dive) Most customers will recommend brands with good loyaltyprograms, but few pass the test and make members feel recognized, a recent study found. Connect with Shep on LinkedIn. But there’s more. Don’t overlook the data!
Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyaltyprograms offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyaltyprograms.
My Comment: I’ve been studying how different brands are creating successful loyaltyprograms. 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 loyaltyprograms but stay with trends.
If you want to ROCK your loyaltyprogram (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customerloyaltyprograms were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.
Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyaltyprograms — and for good reason. This article includes several insights you need to avoid a customerservice disconnect. Follow on Twitter: @Hyken.
(CMSWire) Customerloyalty refers to customers who continue to do business with a brand as a preference over competitors. Many factors contribute to customerloyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from customer feedback.
The Power of Authentic Branding: Connecting with Customers on a Deeper Level by Syed Balkhi (CustomerThink) In today’s competitive marketplace, it is more important than ever to establish a connection with customers. My Comment: If we want our customers to keep coming back, we must do more than have a good sale.
But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. Smart companies and brands recognize the difference in their customers – specifically their ages. This article has three simple tips on how to connect and attract young consumers.
Beyond Discounts: The New Rules for Today’s Top LoyaltyPrograms by Charlie Casey. They expect their favorite brands to connect with them on a human level. My Comment: If you think that customerloyaltyprograms are about discounts and points, think again. Follow on Twitter: @Hyken.
Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyaltyprograms, flashy gifts, and over-the-top service at one or two big moments.
Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyaltyprograms for a reason.
6 Must-Haves for Your Restaurant’s LoyaltyProgram by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Heavy adoption by customer base driven by employees actively promoting 4. Connect with Shep on LinkedIn. Ease of use.
by Jubin Mehta (The Wise Marketer) Brands really care about customerloyalty but more often than not, the understanding and execution have to go beyond a basic loyaltyprogram. In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force.
Rewarding That Loyalty Is Mandatory. by Joe Procopio (Built In) In the age of AI, the relationship strands between a business and its customers are becoming thinner and thinner, opening up that relationship to various new and more complicated threats. My Comment: This is an interesting article on customerloyaltyprograms.
Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. LoyaltyPrograms – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyaltyprogram.
Top 10 Signs Your LoyaltyProgram Needs Rehab by Dan Jurek. CustomerThink) Customerloyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both.
Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyaltyprogram points (61%), according to Retail TouchPoints research.
CustomerLoyalty and LoyaltyPrograms- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customerloyalty to a business. Connect with Shep on LinkedIn.
My Comment: When our clients are interested in our customerservicetraining for their “new” customerservice/CX initiative, they are excited and ready to start. My Comment: I’m a big fan of loyaltyprograms. However, most companies confuse a loyaltyprogram with a discount or incentive program.
So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. Some companies think they have a loyaltyprogram, but it is actually a marketing program, and there’s a big difference. Loyalty is an emotion.
While subscription models play a role, a crucial strategy involves identifying customer interests. My Comment: Lately, I seem to be attracted to articles on loyaltyprograms. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Connect with Shep on LinkedIn.
Used in a customerservice and support setting, it is a powerful way to make your customersconnect with you and ideally return for more. The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness.
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