Blake Morgan

NOVEMBER 12, 2024

Consistency Across All Touchpoints Customers expect consistent quality whether dining in, using the drive-thru, or ordering delivery. Leveraging Technology Technology drives improvements in customer engagement, from AI-powered ordering to personalized loyalty programs.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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. The best customer loyalty programs take customer input seriously and use it to make improvements.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

Optimove

FEBRUARY 12, 2025

Examples: Make sure to: Provide discounts on spring-themed items for holiday shoppers Launch loyalty programs that give early access to seasonal collections Promote Christmas in July campaigns to re-engage customers mid-year #4. Ask for Customer Feedback Requesting feedback shows customers how valuable their opinions are.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Currency Alliance

NOVEMBER 7, 2017

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day. Re-engaging the 80%.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

Optimove

DECEMBER 11, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The 5 best practices to convert new customers into loyal customers Below are the five best practices for turning new customers into loyal ones for years to come.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

ProProfs Chat

FEBRUARY 13, 2020

But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty. Mobile Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Currency Alliance

NOVEMBER 29, 2017

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. We understand that it’s not always easy to personalize as customers expect.

Loyalty Programs 40

Loyalty Programs Loyalty Retail Consumers 40

ShepHyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

Customer Journeys 124

Customer Journeys Brands Sales Contact Center 124

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

Customer Service 82

Customer Service Self Service Loyalty Programs Customer Service Training 82

ShepHyken

SEPTEMBER 19, 2022

The author shares a few ideas and examples on how to deliver on all four of these foundational loyalty strategies. The ‘invisible’ Future of Customer Experiences by Elliot Maras. My Comment: Sometimes, the best customer service is invisible. My Comment: How many different types of loyalty programs are there?

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

InMoment XI

OCTOBER 4, 2024

Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey. It helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CX University

NOVEMBER 21, 2020

Customer satisfaction describes how happy customers are, after using a specific product or service. Satisfaction can then be broken down into perceived value – how customers expect to benefit from using that product or service versus what they actually experience, post-purchase.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ProProfs Chat

FEBRUARY 22, 2019

For effective customer retention, a focused and dedicated approach needs to be kept in mind. And, a well-designed loyalty program can act as a profitable investment and reduce the likelihood of customers going to your competitors. Take the example of Victoria’s Secret loyalty program PINK Nation.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

Lumoa

JUNE 26, 2023

Each stage can be separately rated by consumers, giving a more holistic view of customer satisfaction. Customer Effort Score – CES Customers expect easy processes when availing of a product or service. But some purchase processes are complicated, decreasing customer satisfaction and loyalty.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Retently

APRIL 5, 2024

When employees are happy, well-trained, and fairly compensated, they become the most effective ambassadors for your brand and deliver the customer care that shoppers expect, resulting in satisfied customers. The key lies in recognizing that each customer is unique, and their journey should be just as personalized.

Retail 78

Retail Engagement Strategy Customer Experience 78

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. While the customer is on the train on their way to work, while they are waiting in line for a coffee, or while they lie in bed before they go to sleep.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

InteractionMetrics

FEBRUARY 20, 2025

Encouraging them to leave online reviews or share their experiences on social media can amplify positive word-of-mouth and attract new customers. Responding to both ends of the spectrum shows customers their feedback is truly valued. This strengthens loyalty and keeps your best customers engaged, which leads to better NPS scores.

NPS 52

NPS Net Promoter Score Strategy How To 52

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty 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.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Types of Surveys for Product Usage Product experience can be measured using: CSAT surveys can help gauge customer satisfaction with the quality and performance of the product.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Retently

MAY 9, 2024

Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets. Why is B2B Customer Retention Important? Customers are not static.

Customer Retention 118

Customer Retention B2B Customer Journeys Loyalty Programs 118

Magellan Solutions

SEPTEMBER 27, 2023

The following are some examples of how inbound support affects customer loyalty: Meeting Customer Expectations When customers contact you, they expect you to listen, understand, and help them. They are your customers’ first point of contact. It leads to repeat business. And guess what?

Loyalty 52

Loyalty Loyalty Programs Call Center Customers 52

NobelBiz

OCTOBER 31, 2023

Predictive Analytics By analyzing past interactions and customer feedback, Nobelbiz’s tools can offer predictions on future behavior. This predictive capability can be instrumental in strategizing marketing campaigns, loyalty programs, and more. Learn more about the real-time monitoring capabilities of NobelBiz OMNI+ here.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. Lost ROI on customer acquisition cost.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

ProProfs Chat

DECEMBER 21, 2020

Failing to Deliver as Per Customer Expectations. “ 90% of customers say that brands are failing to meet their expectations. ”. What’s worse is how 94% of marketers are in agreement with the customers about how brands are failing to meet customer expectations. And what are these customer expectations?

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

Optimove

DECEMBER 11, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The 5 best practices to convert new customers into loyal customers Below are the five best practices for turning new customers into loyal ones for years to come.

Lifetime Customer 52

Lifetime Customer Loyalty Programs Social Media e-support 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Totango

JUNE 27, 2019

To succeed in today’s customer-centered economy, you can’t simply focus on attracting new customers. After all, there are plenty of competitors to choose from, and customer expectations are higher than ever. For companies willing to evolve, the benefits of customer lifetime value are many.

Advertising 79

Advertising Loyalty Loyalty Programs Software 79

SurveySparrow

JULY 23, 2023

From the first interaction on social media to the final purchase on a desktop, the Omnichannel experience provides the continuity that today’s customers crave. The Rise of the Chatbots: 24/7 Engagement With customer expectations soaring, businesses are scrambling to deliver top-notch service around the clock1.

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. ING Direct is one of those brands. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

SurveySparrow

DECEMBER 15, 2019

A report by PWC states that the number of companies that invest in creating an omnichannel experience for its customers has increased from 20% to 80%. Still not convinced about creating an omnichannel customer service strategy? It is wise to keep your current customers happy. How exactly do you do that?

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Loyalty Programs 91

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. This became obvious during the past eight months, as some brands were able to continue meeting customer expectations even if the channel of interaction changed due to self-distancing.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Currency Alliance

DECEMBER 7, 2021

But make no mistake; failing in the medium-to-long term on these Loyalty Imperatives will put your customer relationships at risk and ultimately damage your brand. Loyalty programs are no different. Without a brand’s uniqueness, customers don’t really care where they shop.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

SurveySensum

SEPTEMBER 21, 2023

This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment. In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. Businesses must prioritize personalization to meet these expectations effectively.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52