Experience Investigators by 360Connext

JANUARY 7, 2025

Customer personas represent customers in groups of shared attributes. Personas help you envision real peoples thoughts, feelings, and preferences so you address every groups unique needs as you execute your strategy. Personas are powerful tools, so dont be afraid to experiment with how you track behaviors and create these groups.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. How do you gauge customer value? But how do they define “most valued?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. What is a customer loyalty program? Identify the benefits of your customer loyalty program.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

InMoment XI

DECEMBER 22, 2022

CRM data : whether your brand uses Salesforce or another brand, it can be helpful to overlay operational feedback with CRM elements like purchase history, a loyalty program, or a customer’s store account, which will show an important operational and segmentation piece of the puzzle. Bringing Voice of Customer Examples to Life.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

NOVEMBER 21, 2024

Here are some KPIs in customer experience to help you understand the effectiveness of your CX efforts: Net Promoter Score Net Promoter Score (NPS) is a popular metric for tracking customer loyalty. Responses are categorized into three groups: detractors (0-6), passives (7-8), and promoters (9-10). Collect Customer Data. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Beyond Philosophy

JUNE 11, 2015

For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. also has no loyalty program. In the U.S.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. A transaction may be hours, days, or weeks down the road. #4.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

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

GetFeedback

DECEMBER 21, 2018

Temkin Group ). Temkin Group ). 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. Temkin Group ). 69% of U.S. Forrester ). Mckinsey ). ( Genesys ). CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Retently

MARCH 11, 2025

A CX Manager helps marketing teams use customer data wisely whether its recommending products based on past purchases, segmenting email lists for more relevant messaging, or tailoring promotions to different customer groups. Testing a points-based loyalty program where customers earn discounts on future purchases. The solution?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

ShepHyken

JANUARY 5, 2025

At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates. My Comment: This is an excellent article on customer loyalty programs. The goal is to create an emotional connection. It gets customers to come back again and again.

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

Optimove

JANUARY 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: If marketers can convert one-time fashion and beauty customers into multi-time customers, this will increase lifetime customer value. This post will show the value of multi-time customers and give tips on driving customer loyalty and increasing profits.

Fashion 59

Fashion Gamification Omni-Channel Loyalty Programs 59

Comm100

OCTOBER 8, 2016

Loyalty Programs. For this reason, excellent customer loyalty programs can do wonders for your customer retention plan. Whether you’ve started a loyalty program, or are considering one for the first time, the following tactics will make your customers fall head over heels. Offer special rewards and deals.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

OCTOBER 25, 2021

(Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer loyalty is no more than repeat transaction behavior. Thank you CH Consulting Group!).

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. For instance, airline miles can widely be exchanged out of hotel programs.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

CSM Magazine

NOVEMBER 6, 2024

Getting involved in local events, sponsoring activities, or engaging with neighborhood groups helps a franchise connect with its community. Tools like customer relationship management (CRM) systems, mobile apps, and loyalty programs make it easier for franchises to serve customers better.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Customer Bliss

JUNE 6, 2018

He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. Eric knew that changes had to be integrated into the culture and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections. You get ten great answers.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

OCTOBER 20, 2024

The app is always learning, constantly running micro tests with user groups. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Its library is tagged by genre, era, tempo, mood, and a long list of other characteristics. Let’s learn from some of the best.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

InMoment XI

OCTOBER 3, 2024

While these strategies can vary based on your business model or resources available to your customer experience program, these proven strategies can help any organization reduce customer churn and improve customer retention. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. Why is NPS ® going up or down?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

AUGUST 30, 2019

” It shows that Nivea segmented their sun protection products by gender, skin tone, and even age group. By segmenting your customers into different groups and understanding how these groups differ, you’ll be able to identify product opportunities and create more effective marketing campaigns. Conclusion.

Loyalty Programs 109

Loyalty Programs Lifetime Customer Loyalty Poor Customer Service 109

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. Points-Based Loyalty Programs Starbucks has a points-based loyalty program.

Loyalty Programs 52

Loyalty Programs Retail Loyalty Feedback 52

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Interesting concept! Absolutely!

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Alida

FEBRUARY 22, 2017

the way in which two or more people or groups regard and behave towards each other.” Loyalty program software does something similar, tracking how much people spend with a company. The Oxford dictionary offers two notable definitions of relationships : 1. Let’s consider the metaphor of personal relationships.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Experience Investigators by 360Connext

NOVEMBER 2, 2021

And while a persona for those loyal customers could serve your purposes for a specific loyalty program or VIP service initiative, remember those loyal customers have real lives, too. . There is often overlap between customer groups and you can leverage various pieces of the persona from one to the other.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

The DiJulius Group

APRIL 19, 2022

A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. The post A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS appeared first on The DiJulius Group. Read Full Article.

Metrics 122

Metrics Customer Experience Loyalty Programs Financial 122

Thematic

APRIL 1, 2025

Market Research & Focus Groups: Provide deeper context around customer needs. Customer segmentation is the step where you group customers into categories to understand each group better. Segmentation enables personalized insights—you’ll know what each group cares about. Why personalize?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

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

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. Step 4: develop a plan to act on customer feedback A winning VoC program requires action based on the feedback collected from customers.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

Michelli Experience

OCTOBER 24, 2017

Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty. Never Assume Loyalty.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Alida

APRIL 19, 2017

Others, like Lids Sports Group and Sally Beauty , are re-examining their loyalty programs to lure back customers to their shops. From beacons to virtual reality, companies are experimenting with new ways to make the brick-and-mortar experience seamless and more enjoyable than before.

Retail 173

Retail Company Sports Fashion 173

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. There was a lot of work being done in silos and Kathy needed to figure out how to align the experience across the functional groups.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

CSM Magazine

MARCH 28, 2025

Companies from other industries can take a page out of casinos books and begin segmenting their customer base so they can create tailored experiences to meet the needs of different groups.

Company 52

Company Customer Service Hospitality Exceptional Customer Service 52

SuiteCX

JULY 7, 2017

The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform. 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.

Loyalty 100

Loyalty Measurement Tools Data 100