InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. 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. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Testing a points-based loyalty program where customers earn discounts on future purchases.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ShepHyken

JANUARY 5, 2025

Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”.

Ecommerce 109

Ecommerce Survey Retail NPS 109

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

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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. and decide how to fix it.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Retently

OCTOBER 1, 2018

CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. Also, it helps you improve all touchpoints. What are Customer Journey Touch Points?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

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. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. The golden benchmark is about $25 USD per year in loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

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

Think Customers

JANUARY 17, 2025

Technology is not the solution, said Martin Urrutia, head of global retail experience and innovation at The LEGO Group. Customers are willing to share data about themselves if they think it will improve their shopping experiences, said Olivia Kwon Best, general manager of Adobes digital strategy group.

Report 52

Report Data Retail Social Media 52

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Great customer experience leads to brand loyalty.

Tips 112

Tips Customer Experience Loyalty Loyalty Programs 112

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

Pointillist

JUNE 15, 2018

Richard Boire, of Boire Filler Group , lays out this difference in a compelling fashion. Different customers will have different experiences and you will visually be able to see each one, the various touchpoints encountered and the actions taken from there. Knowing who is who on the subscriber level is the tricky bit.”.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Talkdesk

DECEMBER 18, 2020

Talkdesk analyzed contact volume from a representative group of our retail customers over the “Cyber Five” holiday shopping weekend (Thanksgiving through Cyber Monday) and found a 48% total increase year-over-year: Why so many returns this year? Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.

Retail 106

Retail Apparel Data Ecommerce 106

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Thematic

OCTOBER 30, 2024

Voice of customer methodology A typical VoC methodology involves the following steps: Define the goals and objectives of your VoC program Clearly outline what you aim to achieve with your VoC program , such as improving customer satisfaction or reducing churn. Take Apple, for example.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

BirdEye

DECEMBER 27, 2024

Follow up meaningfully after private customer feedback before requesting public reviews. Design email sequences that prioritize guest satisfaction before mentioning reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

ChurnZero

MAY 18, 2021

It lays down the probable path that they will take, the multiple touchpoints they will interact with or become exposed to before making a purchase as well as all important post-sale customer engagements. It helps you tell the story of your customer’s experiences with your brand across all touchpoints. Involves multiple touchpoints.

Customer Journeys 84

Customer Journeys Loyalty Programs B2C Touchpoint 84

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home. What sets an exceptional retail customer experience apart?

Retail 78

Retail Engagement Strategy Customer Experience 78

ShepHyken

DECEMBER 26, 2022

Seriously, here are 13 ways that a group of savvy Forbes Council members compiled for us. Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

ClearAction

SEPTEMBER 22, 2022

Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters. Customer Success + Loyalty programs. Lost ROI on customer acquisition cost.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Retently

FEBRUARY 20, 2023

A simple question, “On a scale of 0-10, how likely are you to recommend our company to a friend or colleague” is used to assess the success of a business and the loyalty of its customers. NPS survey template Respondents are grouped into three categories based on their answers. The same is valid for loyalty programs.

Ecommerce 142

Ecommerce NPS Effort Score Analysis 142

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.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySensum

AUGUST 1, 2023

7 Best Practices for Building Customer Loyalty in Retail? With SurveySesum, you can easily: Launch CSAT, CSI, SSI surveys, and more Collect omnichannel feedback in real-time Identify touchpoints with the most friction with journey-based dashboards Identify top trends and sentiments from thousand of feedback in just a few minutes.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Oracle

JULY 15, 2019

When targeting Gen X consumers, it’s important to consider loyalty programs, long-term offerings, and building a relationship over the CX lifecycle. Appealing to Millennials is more about delivering at each brand touchpoint, with pressure to reconfirm a brand’s value during every interaction. Values matter.

B2B 64

B2B Entertainment Loyalty Programs Consumers 64

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. Norwegian Air Shuttle and Strawberry Hospitality Group have made public their intention to shake up their market.

Loyalty 59

Loyalty Trends Data Marketing 59

BirdEye

NOVEMBER 7, 2023

Imagine yourself sitting in a café observing a group of people using abbreviations like ‘BRB’, ‘IDK’, and ‘ICYMI,’ in their text messages. Say goodbye to missed customer touchpoints and elevate your service game. Are you interested in enhancing your customer connections?

How To 116

How To Social Media Communication ROI 116

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Rebalancing loyalty program economics.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

CSM Magazine

FEBRUARY 29, 2024

This will allow you to create targeted campaigns and messages that resonate with each group. This will enable you to provide a seamless experience across all touchpoints. Implement loyalty programs: Use loyalty programs to gather more data on customer preferences and to reward customers for their repeat business.

Omni-Channel 52

Omni-Channel Connections Loyalty Programs Chatbots 52

Ann Michaels and Associates

MAY 13, 2020

You can get feedback from a variety of customers at different touchpoints to gain overall satisfaction data without risking your customers tuning out. Just like not inundating customers with multiple surveys over time, focusing solely on customers who subscribe to a loyalty program isn’t the answer either. Keep it simple.

Feedback 52

Feedback Tips Social Media Ecommerce 52

Currency Alliance

JUNE 19, 2019

Independent of individual program achievements, the most important development across the industry has not been in individual technological triumphs, but a hastening structural shift in how brands understand and approach the purpose of their loyalty programs. Collecting data at more touchpoints is very useful.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49