GetFeedback

DECEMBER 21, 2018

Temkin Group ). Temkin Group ). 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( 30% of consumers are switch providers because they feel that there is no reward for loyalty. Temkin Group ). 69% of U.S. Forrester ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. What is a customer loyalty program? What will your customer loyalty program entail?

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

ShepHyken

JANUARY 5, 2025

My Comment: This is an excellent article on customer loyalty programs. 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 loyalty program. The goal is to create an emotional connection.

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

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

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

CSM Magazine

NOVEMBER 6, 2024

This approach allows them to build a business that benefits from both brand recognition and personal connections. Getting involved in local events, sponsoring activities, or engaging with neighborhood groups helps a franchise connect with its community. A loyalty program doesn’t have to be complicated.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Determine what others in your organization need to know to really connect with the person who is your customer. And while a persona for those loyal customers could serve your purposes for a specific loyalty program or VIP service initiative, remember those loyal customers have real lives, too. .

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

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 150

Customer Service Loyalty Programs Chatbots Loyalty 150

Alida

FEBRUARY 22, 2017

the way in which two or more people or things are connected or the state of being connected,” and 2. the way in which two or more people or groups regard and behave towards each other.” Loyalty program software does something similar, tracking how much people spend with a company.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

InMoment XI

OCTOBER 3, 2024

While these strategies can vary based on your business model or resources available to your customer experience program, these proven strategies can help any organization reduce customer churn and improve customer retention. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ShepHyken

OCTOBER 20, 2024

The app is always learning, constantly running micro tests with user groups. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Connect with Shep on LinkedIn. The tags allow Spotify to collate playlists based on your listening habits.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

Comm100

OCTOBER 8, 2016

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. Loyalty Programs. For this reason, excellent customer loyalty programs can do wonders for your customer retention plan.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

AUGUST 30, 2019

” It shows that Nivea segmented their sun protection products by gender, skin tone, and even age group. By segmenting your customers into different groups and understanding how these groups differ, you’ll be able to identify product opportunities and create more effective marketing campaigns. Conclusion.

Loyalty Programs 109

Loyalty Programs Lifetime Customer Loyalty Poor Customer Service 109

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. Why is NPS ® going up or down?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

JUNE 7, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! My take is that the interview is combining elements of a survey and focus group. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B?

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Alida

JULY 17, 2017

Creating shared value is essential for developing an authentic brand and truly connecting with customers. Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers. Develop personal connections with customers. How do insight communities foster this personal connection?

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Michelli Experience

OCTOBER 24, 2017

Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty. Never Assume Loyalty.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Second to None

MARCH 22, 2019

Companies often assume that Millennials and Gen Zers are similar enough to apply the same engagement tactics across both groups. 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

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. Points-Based Loyalty Programs Starbucks has a points-based loyalty program.

Loyalty Programs 52

Loyalty Programs Retail Loyalty Feedback 52

Happy or Not

DECEMBER 17, 2024

Customer retention and customer loyalty are crucial indicators of a successful voice of the customer program, and customer loyalty program examples can further demonstrate their impact. Step 4: develop a plan to act on customer feedback A winning VoC program requires action based on the feedback collected from customers.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. Not every loyalty program seems to appreciate this.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. There was a lot of work being done in silos and Kathy needed to figure out how to align the experience across the functional groups.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

Alida

MARCH 27, 2018

Mandarin Oriental Hotel Group: Not all customers are created equal. Michael Hobson of the Mandarin Oriental Hotel Group was a key draw for many leaders in the room. “Customer loyalty comes from the heart, as opposed to the mind… you have an emotional bond with the customer.”

Brands 124

Brands Hotels Rewards Programs Insurance 124

Second to None

MARCH 22, 2019

Companies often assume that Millennials and Gen Zers are similar enough to apply the same engagement tactics across both groups. 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. 1, 7] [link].

Connections 63

Connections Brands Social Media Voice of Customer 63

InMoment XI

OCTOBER 4, 2024

If you notice a group of customers received discount codes that didn’t work, you can group them together resolve the issue in order to prevent customer churn. A hotel chain implements a loyalty program to reward repeat customers with points that can be redeemed for discounts or other special offers. Porch Group Media.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

OCTOBER 6, 2024

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 customer loyalty. It’s often been thought to be a key driver of loyalty. Here are seven ideas to create emotional connections.

Customer Service 79

Customer Service Loyalty Programs Loyalty Rewards Programs 79

InteractionMetrics

MARCH 27, 2025

This is what allows you to build deeper connections and boost customer loyalty with your buyers. Finally, dont underestimate emotional connection. When you understand these simple psychological principles, customer retention boils down to creating genuine connections and memories. People love feeling special and rewarded.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Customer Bliss

JUNE 6, 2017

Peloton is revolutionizing the fitness industry by merging high design with modern technology to provide access to live and on-demand group fitness classes in the comfort of your home. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. How to Leverage Customer Feedback to Build Customer Loyalty? Seriously, it’s a game-changer!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

CSM Magazine

SEPTEMBER 1, 2021

In a hyper-connected world, social media can be a key component of your customer experience strategy. Use the Group Feature. It is easy to create groups like Prospects, Current Customer, Positive Feedback, and so on. Each group can be assigned a social campaign. Choose a Connected Platform. Align Your Brand Values.

Social Media 93

Social Media Customer Service Tips CRM 93

Optimove

JULY 12, 2021

Customer engagement reflects the depth of the emotional connection a customer has with your brand. The deeper the connection, the more likely a customer will continue spending on your brand and telling others about it. What Are Some Customer Engagement Strategies? How Do You Measure Customer Engagement?

CRM 98

CRM Customer Engagement Engagement Strategy 98

Optimove

MARCH 3, 2025

High retention rates indicate that players are engaging with the platform consistently, spending more time, and forming deeper connections with the games. For example, operators can use behavioral analysis and segmentation tools to categorize players into precise target groups based on their activity, loyalty, or spending.

Strategy 52

Strategy Gamification Loyalty Innovation 52

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82