Thematic

JANUARY 29, 2025

Here, similar comments or responses are grouped into themes to understand what customers are really saying. These techniques help you analyze customer feedback by grouping similar responses. Think of it like organizing your closet: once you sort everything into categories, you can clearly see what you have and what’s missing.

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

Experience Investigators by 360Connext

APRIL 23, 2015

It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization. It also stores all your travel reward program membership numbers, your points, and includes alerts about flights, seat trackers for crowded airplanes, and more. What if you have lots of them?

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Beyond Philosophy

DECEMBER 14, 2023

Loyalty Programs Rarely Build Loyalty Regarding distinguishing between loyalty, inertia, and Delta, many organizations do not realize that their rewards programs do not build loyalty. The rewards program becomes part of the offer. For example, Delta recently changed its rewards program.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

BirdEye

FEBRUARY 19, 2021

One of our customers, The Saxton Group , started offering delivery fees at $2.99 The Saxton Group accomplishes this by offering discount codes that come with every third-party delivery. These discounts can only be redeemed when a customer downloads The Saxton Group’s mobile app.

Tips 93

Tips Loyalty Programs Rewards Programs Social Media 93

Beyond Philosophy

MARCH 14, 2016

When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. Starbucks is recognizing this by rewarding customers not just for coming into the store, but for buying large seasonal coffee drinks, Starbucks mugs and sandwiches, and Starbucks packaged coffee in the grocery store.

Loyalty 60

Loyalty Rewards Programs Consulting Customers 60

ShepHyken

SEPTEMBER 9, 2019

When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.

Customer Service 101

Customer Service Loyalty Programs Loyalty Rewards Programs 101

ShepHyken

NOVEMBER 26, 2018

(The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. Boston Consulting group confirms that the numbers haven’t changed much; $7 to keep an existing customer versus $34 to acquire a new one.

Customer Service 88

Customer Service Airlines Employee Engagement Rewards Programs 88

InteractionMetrics

MARCH 27, 2025

Here are some common rewards models you can consider offering to your customers: Points-Based Rewards Programs: Points accumulate toward free or discounted items to motivate repeat business (Starbucks does this brilliantly through their My Starbucks Rewards program).

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Retently

OCTOBER 23, 2024

Customers answer on a scale of 0-10, and based on their responses, they are grouped into Promoters , Passives , or Detractors. Improve Physical Store Layout : Group similar products together and use clear signage to guide customers through your store easily. How satisfied are you with the rewards program?

Ecommerce 109

Ecommerce Survey Retail NPS 109

Beyond Philosophy

APRIL 30, 2015

Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets. New survey results from Colloquy confirms the disenchantment with loyalty programs, reporting that 54% of Americans are not satisfied with the reward offerings of their loyalty programs.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Happy or Not

DECEMBER 17, 2024

These channels can include online surveys, customer interviews, focus groups, social media listening, online reviews, customer support interactions, and more. Review your rewards program, loyalty strategy, and customer interactions regularly to ensure they align with customer needs and expectations.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

SuiteCX

JUNE 15, 2017

Especially if a loyalty program is part of your strategy. Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. Self-selection bias; this is the big loyalty program measurement challenge.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Especially if a loyalty program is part of your strategy. Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. Self-selection bias; this is the big loyalty program measurement challenge.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

ShepHyken

OCTOBER 6, 2024

What All World-Class Customer Experience Brands Have in Common by John DiJulius (The DiJulius Group) Most companies have multiple statements—a mission, purpose, and core values. These brands have cracked the code of loyalty programs. Again, they are points and rewards programs that drive repeat business.

Customer Service 82

Customer Service Loyalty Programs Loyalty Rewards Programs 82

CSM Magazine

DECEMBER 10, 2021

The best VoE programs integrate a mix of employee surveys, active listening, and reward programs to both standardize and incentivize routine feedback that can help identify common pain points that take place across the full employee experience and remedy them before they create a turnover problem.

Customer Journeys 98

Customer Journeys Employee Experience Omni-Channel Employee Engagement 98

SurveyGizmo

MAY 28, 2020

Responsible for the entirety of the employee experience – recruiting and retaining the very best people, developing meaningful benefits and rewards programs, providing professional development, and managing day-to-day employee needs – our plates are full. Yet Human Resources teams are often spread thin.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

Second to None

APRIL 3, 2018

As the power dynamics shift between different customer segments, it is important that your brand is monitoring the way that each group perceives your current offerings, and that you formulate a specific plan as to how you will attract and retain your target customer demographic. Additionally, millennials spend 10.6%

Brands 63

Brands Consumers Rewards Programs Ecommerce 63

ShepHyken

NOVEMBER 25, 2022

Rewarding customer loyalty shows customers that you value their patronage. You can offer loyalty points, discounts, and exclusive deals as part of your customer rewards program. . Businesses can collect this information through surveys, interviews, focus groups, and customer data.? .

Customer Service 85

Customer Service Rewards Programs Customer relationships e-support 85

Optimove

OCTOBER 17, 2019

In content-based programs, the customer can access the service an unlimited amount of times within a specific time; Product-based customers are likely to have one interaction with the brand during each period. Mostly, VIP customers are a relatively small group of customers who generate a large portion of the company’s revenue.

Rewards Programs 63

Rewards Programs Groups Loyalty Social Media 63

SurveySensum

JULY 11, 2023

The Temkin Group, ROI of Customer Experience report implies that ‘loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.’ One good strategy to boost customer loyalty is – the REWARDS program. How do they do it? But that’s not all.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

ShepHyken

JULY 6, 2018

Loyalty and rewards programs. I often find that contestants are more motivated when grouped together according to their baseline performance. Here are just some of the things you may choose to focus on: NPS (Net Promoter Scores). Sales revenue. Promotions. High-margin products. New product lines. Team vs. Team. Store vs. Store.

Sales 73

Sales Net Promoter Score Customer Experience Effort Score 73

SuiteCX

JANUARY 19, 2015

Don’t underesDmate the importance of comprehensive execuDon • The most frequent failure point is driven by organizaDons underesDmaDng the key success factors that must be executed well 3 Company Challenge Approach Results Client realized CRM technology plan would not work without a Go-­‐to-­‐ Market Strategy and clearer understanding of Needs/Objec2ves (..)

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

ProProfs Chat

DECEMBER 7, 2018

Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. It’s the holidays, so it is a great time to REWARD your customers! Keeping this in mind, we reached out to customer service experts online and asked for their opinion on how businesses can improve customer service this holiday season.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Currency Alliance

JULY 16, 2020

The running costs of a reward program can be cut to as little as 25% with more affordable microservices – suites of modular applications that can nimbly manage otherwise cumbersome applications. Too many reward programs focus on short-term profits, such as breakage. Reduce running costs with microservices.

ROI 52

ROI Loyalty Data Loyalty Programs 52

CSM Magazine

FEBRUARY 22, 2023

Conduct Customer Research : Gather feedback from customers through surveys, interviews, focus groups etc. Whenever possible think about using rewards programs, dynamic content, targeted emails and thank-you pages. Use this information to create personas and map out their journey with your product or service.

Tips 52

Tips Customer Experience Rewards Programs Omni-Channel 52

BirdEye

JULY 5, 2023

Nike has devised a customer retention strategy via their Nike App, which offers a rewards program and exclusive and early access to products. Nike The company activates relationship marketing especially through celebrities or elite athletes such as Michael Jordan or LeBron James.

Examples 98

Examples Strategy Marketing Social Media 98

Service Untitled

JANUARY 13, 2012

CMO Council, a research group stated consumers have been backing away from reward cards because of the “barrage of irrelevant messages, low value rewards and impersonal engagements.” We’re in the age of instant gratification, and we all want to say we got something for nothing – but is anything ever free?

Loyalty Programs 51

Loyalty Programs Rewards Programs Customer Service Representative Loyalty 51

Up Your Service

MAY 3, 2017

Dave Murray, senior customer experience consultant at the DiJulius Group consulting firm, agrees. Organizations can have great rewards programs, but it’s not sustainable long-term if the service is poor.”.

Hospitality 74

Hospitality Travel Industry Brands 74

CSM Magazine

JANUARY 2, 2023

You can hold focus groups to do more in-depth research. Try instituting a customer reward program, with discounts available after repeat purchases. You can even use mailers and rewards programs by sending physical mailers with discounts or coupons. There are a few ways you can go about it. Final Thoughts.

Rewards Programs 52

Rewards Programs Loyalty Customers Customer Satisfaction 52

Ann Michaels and Associates

JUNE 15, 2020

Answers to the “likely to recommend” question are rated on a scale of 0-10 and the responses are divided into three groups as follows: • Promoters (rating of 9-10)• Passives (7-8)• Detractors (0-6) The Net Promoter Score is determined by subtracting the percentage of detractor responses from the percentage of promoters.

NPS 59

NPS Net Promoter Score Customer Experience Contact Center 59

CSM Magazine

DECEMBER 7, 2021

A customer’s club is a program whereby a group of clients receives several benefits from a business, and in exchange, they offer the firm their loyalty. Create Different Customer Reward Programs. You can also implement customer reward systems to increase the number of devoted clients in your business.

Loyalty 52

Loyalty Rewards Programs Fashion System 52

Service Untitled

APRIL 14, 2010

Their rewards program provides 2 points for every dollar spent at Nordstrom’s and provides for 1 point when I use the card elsewhere. For every 2,000 points I accumulate, I receive a $20.

Rewards Programs 41

Rewards Programs Hotels Travel Airlines 41

Bold360

APRIL 27, 2017

Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success. This can then be used to glean insights from, answer key business questions with, and build loyalty programs that do more than simply rack up unused points in a metaphorical drawer for your most loyal customers.

Tourism 56

Tourism Travel Customer Service Airlines 56

CSM Magazine

AUGUST 23, 2022

Creating a group of brand ambassadors directly correlates to their experiences with your services; providing a fantastic product and outstanding customer service correlates to more references and recommendations to friends, parent groups , family, and associates. Loyalty rewards programs. Thoughtful email marketing.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

Ann Michaels and Associates

MARCH 30, 2019

Answers to the “likely to recommend” question are rated on a scale of 0-10 and the responses are divided into three groups as follows: • Promoters (rating of 9-10). Utilize reward programs like ‘employee of the month’ or competitions that encourage excellent NPS. Reicheld’s premise is simple. Passives (7-8). Detractors (0-6).

NPS 56

NPS Net Promoter Score Customer Experience Contact Center 56

Service Untitled

DECEMBER 24, 2010

Reward programs instrumental for customer loyalty Consumers are definitely making wiser purchases than they did years. Customer satisfaction surveys I used to dabble in some online survey groups to.

Customer Satisfaction 44

Customer Satisfaction Rewards Programs Retail Social Media 44

Service Untitled

JULY 30, 2010

If it costs five times as much to find a new customer when you lose an old one, then reward programs are indeed worth every penny spent. Here are a few examples: Membership programs provides special incentives. So how do you go about having one?

Loyalty Programs 41

Loyalty Programs Rewards Programs Loyalty Exercises 41