InMoment XI

NOVEMBER 21, 2024

A higher response rate provides a wide range of customer insight, making it easier to understand and address common issues. Customer Lifetime Value (CLV) CLV helps estimate the total revenue a customer will bring during their entire relationship with the business. Collect Customer Data. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Teletech

NOVEMBER 5, 2014

For many businesses, one of the most significant benefits provided by a loyalty program is tracking the purchases made by individual customers over time. This generates what you might call "longitudinal customer insight." There’s more… To read the rest of this blog posting click here. roi loyaltyprogram'

Loyalty Programs 60

Loyalty Programs Loyalty ROI Customer Insights 60

ShepHyken

MAY 26, 2023

She writes about next-generation loyalty programs and how they can enhance customer experience. These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

Forrester's Customer Insights

AUGUST 4, 2021

A loyalty program is a great way to collect zero-party data. Read how your loyalty program can be a powerful tool in the post-cookie world.

Loyalty Programs 65

Loyalty Programs Loyalty Data Tools 65

Forrester's Customer Insights

MARCH 26, 2024

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

Loyalty Programs 53

Loyalty Programs Loyalty Strategy B2C 53

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

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

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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

Forrester's Customer Insights

OCTOBER 25, 2022

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

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

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

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

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

SuiteCX

JULY 7, 2017

It’s designed to give brands visibility on their loyalty program impact in terms of share of wallet, customer segment profitability and loyalty program performance. What brands do with the data is up to them.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

It’s designed to give brands visibility on their loyalty program impact in terms of share of wallet, customer segment profitability and loyalty program performance. What brands do with the data is up to them.

Loyalty 100

Loyalty Measurement Tools Data 100

Forrester's Customer Insights

MARCH 25, 2019

Barneys introduced a new loyalty program this month, and Starbucks announced upgrades to its existing program. Loyalty programs are a hot commodity – and I mean commodity: it’s incredibly hard for brands to maintain a differentiated program. We’re not surprised. Our data shows that […].

Loyalty Programs 42

Loyalty Programs Loyalty Brands Data 42

Lumoa

MAY 19, 2022

A Higher Price Premium Customers are willing to pay up to a 16% price premium across all industries when subjected to a great experience, and this statistic doesn’t factor in higher loyalty rates. 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

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

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

Forrester's Customer Insights

OCTOBER 15, 2018

Points and discounts are the hallmark of most loyalty programs. And, our data shows that they are usually pretty successful in incentivizing purchase behavior: nearly half of US online 18- to 35-year-olds admit that programs influence what they buy and how much they spend.

Loyalty Programs 39

Loyalty Programs Loyalty Consumers Data 39

Forrester's Customer Insights

APRIL 17, 2020

It’s no secret that shoppers love retail loyalty programs. When executed well, loyalty programs deepen customer relationships, drive business results, and even create brand differentiation. For instance, Ulta’s loyalty members account for more than 95% of total revenue, Nordy Club […].

Loyalty Programs 37

Loyalty Programs Retail Loyalty Customer relationships 37

Optimove

NOVEMBER 26, 2024

Key Deliverables: Customer Segmentation: Detailed segments based on lifecycle, behavior, and predicted value. Campaign Performance & Customer Insights: Learnings into engagement metrics, revenue drivers, customer behaviors, and areas for optimization. This ensures alignment between teams and measurable progress.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Optimove

DECEMBER 30, 2024

Data Power: Employ AI to drive real-time customer insights for sharper segmentation and personalization. 2 Swear By Next-Gen Tools Enhancing Engagement Experiment with advanced technologies like emotion AI, digital twins, and spatial computing to revolutionize customer experiences.

Marketing 52

Marketing CRM Loyalty Programs Omni-Channel 52

Forrester's Customer Insights

MAY 7, 2018

Now, Amazon Prime isn’t like other loyalty programs you see in the marketplace. A few weeks ago, Jeff Bezos revealed in the annual shareholder letter that Amazon Prime now has over 100M members. But even more noteworthy than its size is its revenue impact. In 2017, Amazon shipped more than $5B items through Prime.

Loyalty Programs 32

Loyalty Programs Loyalty Customers 32

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? ” Loyalty programs : Geofencing can be used to reward customers who frequently visit specific locations.

Customer Engagement 98

Customer Engagement Technology Engagement Loyalty Programs 98

Method:CRM

JULY 11, 2022

Always strive to make great products or services so customers come back. Find the sweet spot so you don’t turn away customers or lose profits. Loyalty programs: Customers love to be appreciated. Implementing loyalty programs like stamps or discounts can boost the likelihood of customers coming back.

Customer Journeys 92

Customer Journeys Customer Experience How To Loyalty Programs 92

Forrester's Customer Insights

MAY 19, 2023

Premium loyalty programs charge a fee for access to membership or a program tier. In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]

Loyalty Programs 26

Loyalty Programs Loyalty B2C Consumers 26

Forrester's Customer Insights

FEBRUARY 14, 2025

Maximize loyalty program effectiveness with a balanced mix of transactional benefits that offer monetary value, and non-transactional benefits that spark more emotional connections.

Loyalty Programs 26

Loyalty Programs Competitive Advantage Loyalty Connections 26

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

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. The two positions work closely together to ensure that the customer experience is aligned with the organization’s overall strategy and goals.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

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

Forrester's Customer Insights

MARCH 10, 2015

Such fixed, one-dimensional frequent-buyer programs do not create deep connections between the brand and its target customers. Chinese enterprises must revamp their loyalty programs and use digital to introduce more experimental rewards throughout the customer life cycle. Customer Insights'

Loyalty Programs 20

Loyalty Programs Loyalty Customer Retention Customer Insights 20

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

Customer Journeys 52

Customer Journeys Ecommerce Social Media Net Promoter Score 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

ShepHyken

OCTOBER 6, 2023

By going above and beyond to exceed expectations, businesses can foster a more profound sense of loyalty. #2. Implementing a Loyalty Program A loyalty program is one of the best tricks in the hat to improve customer experience and encourage repeat purchases. Claron is a Content Specialist at Beaconstac.

Loyalty 66

Loyalty Tools Social Media Loyalty Programs 66