Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Step 2: Researching Loyalty Programs to Increase Retention Loyal customers spend more and stay longer but keeping them engaged takes more than just good products. The solution?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

NOVEMBER 18, 2024

This data can help you identify high-value customers, track purchasing trends, and evaluate the success of certain promotions, packages, or discounts. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. Here are some trends to watch: 1.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 21, 2024

For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards. A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Beyond Philosophy

AUGUST 25, 2019

Or where, from a customer’s perspective, it can feel creepy. My colleague received a handwritten thank you note on a plane during a flight thanking him for being part of their loyalty program. The post What Type of Relationship Do Your Customers Expect From You? Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Keep customers in the loop with personalized messages about account activity, new products, or special offers.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

ShepHyken

DECEMBER 16, 2024

Loyalty Programs 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 loyalty program must go beyond points, perks, and cash.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

FEBRUARY 3, 2025

The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. After building a relationship, customer spend grows alongside trust. Eventually, loyal customers spend 67% more than new ones. ( Customers enrolled in a loyalty program visit a company’s site 35% more frequently.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) 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.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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

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

Experience Investigators by 360Connext

JANUARY 7, 2025

No matter where you are in your customer experience journey, the CX strategy will provide the direction you need to drive meaningful improvements and prove your results to executives. Stay committed to your strategy and be willing to shift course as new opportunities arise or as your customer expectations evolve.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Oracle

SEPTEMBER 16, 2020

Smart brands exceed customer expectations at every interaction and remember customers don’t think in terms of channels as marketers do. Loyalty programs will act as a key differentiator for brands and can be used to better connect with customers and foster an engaged community.

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

CSM Magazine

NOVEMBER 6, 2024

Leveraging Technology for Better Service Using technology can improve the customer experience at a franchise. Tools like customer relationship management (CRM) systems, mobile apps, and loyalty programs make it easier for franchises to serve customers better. A loyalty program doesn’t have to be complicated.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. for the dollars spent.

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

rethinkCX

FEBRUARY 17, 2025

Brands like Apple, Nike, and Starbucks have successfully built communities where customers feel a sense of belonging ( Forbes ). Consistency & Trust Trust is a major factor in brand loyalty. Customers expect consistent quality, service, and communication. Blockchain-based rewards programs for more transparency.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

GetFeedback

JANUARY 28, 2020

Keep reading to learn powerful strategies to improve customer retention with social media. What are the benefits of customer retention? Have you ever wondered why many US companies spend more than $2 billion each year on loyalty programs? This is because customer retention is more profitable.

Social Media 322

Social Media Customer Retention Strategy Video 322

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. Making data actionable.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

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

GetFeedback

JUNE 11, 2019

Customers first use rational considerations such as price, promotions, and loyalty programs to consider if a product is right for them. Today’s customers are well-informed and have a wide array of options when it comes to choosing which companies they want to invest in.

Study 170

Study Loyalty Connections Loyalty Programs 170

GetFeedback

FEBRUARY 2, 2020

Whether you’re experiencing slowdowns with your delivery, you’re releasing a new product, or anything else, share this with your loyal customer base to build trust.”. Start a customer loyalty program. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

CSM Magazine

DECEMBER 17, 2024

Enhanced Personalization Todays customers expect brands to know themwhat they want, when they want it, and how they want it. By syncing warehouse data back into your customer-facing tools , reverse ETL enables hyper-personalized communication and offerings. This boosts relevance, engages shoppers, and grows conversions.

Data 52

Data e-support Customer Experience Apparel 52

CSM Magazine

MARCH 28, 2025

Its not just about smiling at your customers or apologizing when something goes wrong. Great customer service is about consistently going the extra mile to meet and exceed customer expectations. When customers feel valued and understood, theyre more likely to engage positively with your brand and return in the future.

Customer Service 52

Customer Service Self Service Effort Score Loyalty Programs 52

CSM Magazine

MARCH 17, 2025

Examples of proactive strategies: Send timely order updates and notifications to manage customer expectations. Create and share helpful resources like troubleshooting videos or product guides to prevent unnecessary customer outreach. Loyalty program ideas: Offer exclusive discounts or early access to sales for repeat customers.

NPS 52

NPS Self Service Net Promoter Score e-support 52

Steve DiGioia

MAY 1, 2023

Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business. Rather, it’s become a baseline expectation. This means that providing great service is no longer a unique selling point.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs 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 loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

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

rethinkCX

FEBRUARY 17, 2025

However, retaining subscribers and ensuring long-term engagement require a customer experience (CX)-driven approach. With customer expectations rising , brands must leverage personalization, AI, and proactive support to maintain loyalty and reduce churn. Why CX is Crucial in Subscription Models 1.

Gamification 52

Gamification Engagement Customer Engagement e-support 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. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Optimove

DECEMBER 11, 2024

a discount on their first purchase or enrollment in a loyalty program). Especially with the power of influencers, TikTok and social media in general, the power of a constant visual reminder of your brand shouldnt be underestimated for its power to drive further customer engagement.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report. Customer loyalty trend #1: Loyalty programs will reward for customer advocacy.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

CSM Magazine

OCTOBER 21, 2024

Whether you’re running a software development company or a retail business, you need to take the time to listen and engage with your customers. Conduct surveys, gather feedback, and stay attuned to industry trends to get a better idea of what your customers expect from your products or services.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52