Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

PK

JANUARY 25, 2019

There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer behavior offers insights that loyalty marketers should leverage when designing and implementing loyalty programs.

Loyalty Programs 53

Loyalty Programs Loyalty Gamification Consumers 53

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. Utilize analytical tools to make sense of your customer data and VOC feedback.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. The customer experience has evolved. Why hasn’t loyalty? Customer singular.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

Lumoa

MAY 19, 2022

Insights about the top performing shopping app categories (spoiler: beauty and grocery apps). Textual examples of customer reviews that illustrate their pain points. Non-app related variables that impact customer experience. Loyal customers can result in more referral sales and a higher loyalty program subscription rate.

Report 195

Report Ecommerce Retail Customer Satisfaction 195

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

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. To get insight from your customers, make sure that they feel part of a mutually beneficial relationship.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Oracle

APRIL 8, 2021

Nominations are due April 16 – don’t miss your chance to be recognized for your great customer experience efforts during 2020. Loyalty programs are more popular than ever. As brands in every industry face more competition, customer loyalty is becoming harder to earn. ” LEGO is loyalty-obsessed.

Loyalty Programs 52

Loyalty Programs Loyalty Customer relationships Customer Experience 52

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Optimove

NOVEMBER 26, 2024

Map these insights to other channels (e.g., Use data to prioritize channels most likely to enhance customer experience and ROI. For example, if email data shows that high-value customers respond well to cross-selling offers, those offers can be adapted for in-app messaging or social ads to reach customers where they’re most active.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Lumoa

JANUARY 19, 2023

And it will make it easier to build strong relationships and a strong culture of customer centricity. For example, you will be starting to ask questions like: how does a shorter average response time help us achieve better retention? Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Optimove

JUNE 22, 2023

Perhaps the most compelling use-case for beacons, however, is that they enable brands to capture invaluable customer data as they move around a physical location in real-time; where do they spend most of their time in-store? Which areas do they avoid, or pass through quickly? Which products do they purchase together? Irresistible!

Customer Engagement 98

Customer Engagement Technology Engagement Loyalty Programs 98

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. A world-beating program in travel. Velocity: a leader in modern loyalty.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Examples Customer Journeys Social Media 52

Method:CRM

JULY 11, 2022

While many factors contribute to customer experience, the primary touch points are people and products. Have you ever been impressed by how helpful a product is, or delighted at just how invested a customer support rep is in solving your issues? These are examples of how people and products deliver a great customer experience. .

Customer Journeys 92

Customer Journeys Customer Experience How To Loyalty Programs 92

CloudCherry

JULY 25, 2018

Iconic firms often deploy “next-generation self-service, loyalty program management, and ‘voice of the customer’ survey analytics.”. 91% of respondents from Iconic firms indicate that they use AI solutions to some degree to increase customer satisfaction, as compared with 42% of overall respondents.”.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Lumoa

NOVEMBER 21, 2023

Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis. It helps Starbucks to personalize their communications, marketing, loyalty programs, and even keep a tab of in-store inventory. And this was just one example.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Retently

APRIL 5, 2024

Sales Opportunities: An omnichannel strategy allows retailers to engage with customers at various touchpoints, increasing the opportunities for cross-selling and upselling. Whether a customer reaches out via social media, calls the customer service hotline, or asks for help in-store, the quality of service should be unwavering and responsive.

Retail 78

Retail Engagement Strategy Customer Experience 78

Retently

OCTOBER 23, 2024

Include a Save Functionality : Provide customers with the ability to save their payment and shipping information to save them time on future purchases. A great example of this is Amazon ‘s 1-Click feature , which allows customers to purchase items with just a single tap, bypassing the need to re-enter payment or shipping details.

Ecommerce 109

Ecommerce Survey Retail NPS 109

ChurnZero

APRIL 12, 2022

A CCO can help create a culture that makes the customer a top priority, ensuring that departments work together to offer an elevated customer experience at every touchpoint. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

PK

MAY 12, 2020

It’s increasingly important that loyalty strategies continue to evolve with customer demand, which means companies looking to re-design or launch a mobile app should keep these guidelines in mind as they incorporate their loyalty programs. In short, mobile empowers brands to engage customers in new ways.

Loyalty 52

Loyalty Loyalty Programs Apparel Guidelines 52

Currency Alliance

MARCH 5, 2019

Loyalty Coalitions are Morphing into Marketplaces. What’s the Role of Points in Modern Loyalty Marketing? How to Earn Loyalty Through Payments. Are We Ready for Blockchain Loyalty Programs? Loyalty Brands Perform Better in Coalitions. How Can Customer Experience Drive Loyalty?

Loyalty 58

Loyalty Loyalty Programs Entertainment Consulting 58

Currency Alliance

JUNE 1, 2020

Loyalty marketing is a mix of science and art, but in its most basic form, loyalty programs are a value exchange. The customer shares information and gives the brand permission to communicate in exchange for better experiences and value. They don’t use the data that customers provide. Ways to build perceived value.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Currency Alliance

JULY 16, 2020

A common method to enhance customer understanding is partnering with other companies through loyalty programs. The participating brands, in turn, can share the shopper insights so they may better engage high-potential prospects. The problem for many loyalty programs isn’t lack of profit; it’s wasted potential.

ROI 52

ROI Loyalty Data Loyalty Programs 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Happy or Not

JANUARY 3, 2022

For example, retailers are using a wide number of systems to follow transaction data, traffic hours, customer insights, loyalty programs, online shopping information or location-based technology. .

Omni-Channel 69

Omni-Channel Ecommerce Loyalty Programs Roadmap 69

Happy or Not

DECEMBER 9, 2024

Responding to customer feedback The feedback loop is key to providing exceptional customer service, which drives loyalty. When customers report issues, businesses that respond with quick solutions are more likely to increase retention rates. These efforts strengthen relationships and encourage long-term loyalty.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

Currency Alliance

MAY 20, 2024

Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake. Every bank needs a loyalty strategy – even if they don’t have a points-based loyalty program.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. Building such habits is precisely what loyalty programs do. . The massive potential of loyalty marketing in mobility. This image shows spending categories relevant to most consumers.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

SurveySensum

DECEMBER 22, 2022

A VOC program helps you achieve the following. Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program. Enhance customer experience . Actively listen to your customers . Here’s an example.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. 3 benefits to improve customer retention with analytics. Think again. Predictive Analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

SurveySensum

AUGUST 1, 2023

How to Leverage Customer Feedback to Build Customer Loyalty? 7 Best Practices for Building Customer Loyalty in Retail? Personalization at Every Touchpoint: Implement personalization across all touchpoints of the customer journey, including website interactions, emails, mobile apps, and in-store experiences.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. Hybrid points programs. Online-to-offline.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. The 40-60% of less frequent customers are a far larger commercial opportunity.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52