Beyond Philosophy

MARCH 14, 2016

When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. In changing its program, Starbucks has tapped into one of the key elements of customer loyalty. Rewards programs are tricky, though. How many rewards cards do you have in your wallet?

Loyalty 60

Loyalty Rewards Programs Consulting Customers 60

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. But this strategy does nothing to build customer loyalty. This makes for a memorable day, and positive memories build loyalty and long-term value. Unbelievable!

Retail 124

Retail Rewards Programs Sales Loyalty 124

Beyond Philosophy

OCTOBER 30, 2017

Loyalty Points Don’t Lead to True Loyalty. But true loyalty can’t be bought with rewards perks. In taking the rewards experience approach, hotels are making a perfectly rational assumption. Hotel loyalty is a more complex subject than you might imagine. Does a better rewards program help?

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

InMoment XI

OCTOBER 8, 2024

Some of the benefits of improving customer experience include: Increased Customer Loyalty When you have a consistently positive customer experience, you will create loyal customers. But, by improving customer experience, you will have no problem achieving these customer milestones and increasing customer loyalty.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Beyond Philosophy

OCTOBER 2, 2017

Realizing the only way to build Customer loyalty is through Customer memories. Realizing the only way to build customer loyalty is through customer memories. Every Customer Experience professional wants to build customer loyalty. Experiences do not form customer loyalty, but memories of experiences do.

Customer Experience Professionals 229

Customer Experience Professionals Trends Customer Experience Rewards Programs 229

Experience Investigators by 360Connext

APRIL 23, 2015

It also stores all your travel reward program membership numbers, your points, and includes alerts about flights, seat trackers for crowded airplanes, and more. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Beyond Philosophy

FEBRUARY 20, 2017

To see how this plays out in a customer context, think back to the new rewards program Starbucks unveiled last year. The old program rewarded people based on how many drinks they bought. The new one rewards people based on the amount of money they spend. The Secret to Rewarding Customer Loyalty.

Rewards Programs 121

Rewards Programs Customer Journeys Consulting Policies 121

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Do your customers value the rewards the scheme provides?

Loyalty 59

Loyalty How To Banking Airlines 59

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. For anyone not familiar with the Amazon loyalty program, there are estimated to be about 20 million Prime members in the United States. And why does this happen?

Loyalty 58

Loyalty Loyalty Programs Rewards Programs Transportation 58

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. 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. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

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

ShepHyken

NOVEMBER 26, 2018

(The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. My Comment: In the 1980’s I read that it costs five times more to acquire a new customer than to keep an old one.

Customer Service 86

Customer Service Airlines Employee Engagement Rewards Programs 86

Oracle

APRIL 23, 2019

So this persona that we’re looking at right now is loyalty manager, but there are other personas available, and customers can build their own. So let’s say I was a loyalty manager, there might be things I’m particularly interested in. What has driven customers back into our stores? How are they clicking?

Analytics 45

Analytics Loyalty Rewards Programs Retail 45

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.

Loyalty 40

Loyalty Rewards Programs Consulting Loyalty Programs 40

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 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. 6] If your customers feel that their needs are being neglected in lieu of fashionable trends, their loyalty to your brand will deter. Loyalty and Rewards.

Industry 73

Industry Brands Rewards Programs Loyalty 73

Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. White-glove service is about four things: personalization, memorization, anticipation and response to requests,” advises Ron Kaufman , consultant and New York Times bestselling author of Uplifting Service.

Hospitality 74

Hospitality Travel Industry Brands 74

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. 1. Looking beyond transactional rewards. One brand even overcame the persistent limitations of blockchain to run a successful trial.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Banks have been in and out of rewards programs for decades – but their focus ebbs and flows depending on the economic cycle as well as the regulatory framework.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Second to None

APRIL 3, 2018

2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty. By establishing this loyalty via online interactions, your brand will be cementing its place as a significant player in the industry, especially as these avenues become more pervasive.

Brands 63

Brands Consumers Rewards Programs Ecommerce 63

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. They consult with you to get you the best.

Loyalty Programs 50

Loyalty Programs Customer Service Rewards Programs Consulting 50

Beyond Philosophy

NOVEMBER 16, 2016

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. How people feel about your product is an important part of their forming loyalty to you. They changed it recently, and customers didn’t like it. Then, fix it!

Social Media 60

Social Media Rewards Programs Consulting Customers 60

Second to None

APRIL 12, 2018

Segmentation and target marketing will better engage your customers, build loyalty, increase customer lifetime value, and improve your return on investment.” Customer loyalty program data. Consider honing in on repeat guests and incentivizing them with a customer loyalty program.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

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. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service Airlines 56

ProProfs Chat

DECEMBER 7, 2018

Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Show your customer how grateful you are for their patronage this year and do not just roll out any reward program, make sure it demonstrates your understanding of your customer’s interaction with you through the year. Let’s take a look at their advice below.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Service Untitled

JULY 30, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Advantages of using customer loyalty programs Cheryl July 30, 2010 Customer Service , Proactive No Comments I was just at Petco to buy dog food, and the cashier asked me if I wanted to join their customer loyalty program.

Loyalty Programs 41

Loyalty Programs Rewards Programs Loyalty Exercises 41

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. 6] If your customers feel that their needs are being neglected in lieu of fashionable trends, their loyalty to your brand will deter. Loyalty and Rewards.

Industry 48

Industry Brands Rewards Programs Loyalty 48

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

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. You could begin a loyalty and rewards program to keep people coming back. However, it’s probably not happening the way you think it is. This presumption is only partway true.

Hotels 60

Hotels Rewards Programs Retail Consulting 60

Service Untitled

APRIL 14, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Credit cards offer extra customer service perks Cheryl April 14, 2010 Behind the Scenes , Customer Service , Little Things, Big Differences , Specific Companies No Comments My new Nordstrom credit card came in the mail, and I was pleasantly surprised.

Rewards Programs 41

Rewards Programs Hotels Travel Airlines 41

Service Untitled

SEPTEMBER 21, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

Company 47

Company Customer Service Representative Customer Service Training Training 47

Service Untitled

SEPTEMBER 17, 2010

Service Untitled The blog about customer service and the customer service experience. 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

NobelBiz

JULY 31, 2023

Elevating Customer Satisfaction: A Direct Line to Loyalty A seamless call queuing system ensures every customer receives the attention they deserve, transforming mere callers into loyal advocates. By intelligently matching customers with the right agents and reducing hold times, businesses forge a direct path to customer loyalty.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Strativity

APRIL 27, 2023

Margin matters now more than ever A handful of restaurant category brands invested early in proprietary customer engagement platforms and were rewarded with enduring positions of strength, while other brands struggled to pivot. to arrange a free growth consultation. This is a way to give brand credit back where it belongs.

Strategy 52

Strategy e-support Roadmap Customer relationships 52