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

NOVEMBER 27, 2024

With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Whether you’re just starting out or looking to level up, these insights will give you the tools to succeed in a fast-paced industry. Let’s dive in!

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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 71

Customer Service Loyalty Programs Retail Automotive 71

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. Ryan Ostrom , Chief Marketing Officer and former brand leader at GNC, Yum!

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Retently

OCTOBER 23, 2024

The ecommerce industry has seen tremendous growth in recent years, with more and more businesses shifting online to sell their merchandise. 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.

Ecommerce 109

Ecommerce Survey Retail NPS 109

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

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

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

InMoment XI

SEPTEMBER 1, 2022

The market may be vast, but there is a finite number of potential customers, so making a good lasting impression is key to keeping the customers you have already won, regardless of the industry you’re in. But a “good” retention rate is highly varied by the industry you’re in. What Is Customer Retention? Recover Customers Effectively.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. This means that all interactions and touchpoints the guest has with your brand are considered. Guest experience isn’t a department.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. Key Considerations for Transition: Phase 1 (Email Focus): Start by optimizing the email program with robust data analysis, clear segmentation, and personalized messaging.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

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. Why hasn’t loyalty? Why should investing in loyalty be different?

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 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

InMoment XI

FEBRUARY 7, 2024

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. So much time locked inside caused a massive correction.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Oracle

JUNE 10, 2019

If a one-size-fits-all formula of a successful marketing strategy existed, then a loyalty program would be one of the most important variables in it. Customers want to feel special, and loyalty programs give them the sought-after sense of exclusive treatment and engagement. Common types of loyalty programs.

Loyalty Programs 49

Loyalty Programs Loyalty Entertainment Touchpoint 49

Thematic

APRIL 1, 2025

For B2B, segments might be by industry or company size. Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? A typical customer journey looks like this: Under each phase, list touchpoints (e.g., Importantly, break down data silos.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

CSM Magazine

OCTOBER 21, 2024

In today’s fast-paced digital world, providing an exceptional customer experience is crucial for any business, especially in industries like software development. A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. In some ways, it’s surprising how little the supermarket industry has moved on. For an industry of such powerful businesses, which have embraced technology for decades, this is a missed opportunity. Loyalty programs are essentially a value exchange.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

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

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. But there’s more. Don’t overlook the data!

Self Service 88

Self Service Customer Service Loyalty Programs Travel 88

Optimove

FEBRUARY 12, 2025

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more 12 Customer Retention Strategies Here are the twelve best customer retention strategies for keeping holiday shoppers engaged long after the holiday decorations come down: #1.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

BirdEye

MARCH 10, 2022

In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint. Customer experience is the sum of all the experiences that your customer has across every touchpoint. Why customer experience is key for loyalty programs. What is customer experience?

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

Lumoa

NOVEMBER 21, 2023

It helps Starbucks to personalize their communications, marketing, loyalty programs, and even keep a tab of in-store inventory. The platform combines machine learning and other AI technologies with human-built rules specific to each industry and is sometimes also tweaked to match the business requirements of our biggest customers.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Stronger Competitive Advantage In competitive industries, customer experience is often a key differentiating factor. billion in additional annual revenue depending on your industry.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Pointillist

JUNE 15, 2018

Retention can often be a confusing concept, nebulous and shifting in meaning from industry to industry. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. When it comes to the automobile industry, that number is higher still—as much as 5 years. Is Retention About Churn or Loyalty?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

ShepHyken

APRIL 14, 2024

Many of the articles in these weekly roundups are tied to specific industries. It also includes a short list of what to consider when protecting customer loyalty. Loyalty Programs Should Encourage Competition. Loyalty programs typically offer their members savings or perks.

Net Promoter Score 78

Net Promoter Score Loyalty Programs Customer Service Ecommerce 78

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. Yet like many hotels, most hotel loyalty programs are homogenous.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

delighted

OCTOBER 3, 2024

Artificial intelligence is transforming the online shopping experience Ecommerce is one of the many industries leveraging generative AI to increase efficiency and transform retail experiences. Brands are leveraging customer data for personalized experiences Brands collect data at various touchpoints across the ecommerce customer journey.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

InteractionMetrics

JANUARY 7, 2025

By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company. Opportunities: Areas where improving the experience can drive loyalty, revenue, or efficiency.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

BirdEye

DECEMBER 27, 2024

Google restaurant reviews are crucial, but review websites like Yelp, Facebook, and industry-specific platforms can also significantly impact your visibility. 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

Customer Guru

JUNE 26, 2018

Its purpose is to create a harmonious and seamless customer experience across all touchpoints or channels – whether customers are shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store. Loyalty programs are super-powerful marketing tools. Creating loyal customers. Do let us know!

Omni-Channel 82

Omni-Channel Retail Loyalty Programs Social Media 82

CX University

NOVEMBER 21, 2020

Legal divisions have had to adapt their speech to be more understandable and much like the IT industry, consumer and data protection laws have completely disrupted their space. Across this wide array of customer touchpoints, customers perceive a brand holistically and not the individual business units that make up the organisation.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. I love that!)

Customer Service 85

Customer Service Retail Customer Retention Loyalty 85

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 73

Customer Service Loyalty Programs Contact Center Financial 73

ShepHyken

DECEMBER 26, 2022

There is something here for every type of business and industry. 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. Let me count the ways!

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

BirdEye

APRIL 1, 2025

Industry data shows that a 1-star increase on the Yelp review platform can result in a 59% boost in revenue , with higher Average Daily Rates (ADR) and better conversion rates. Emotional loyalty, built through proactive review engagement, is often more powerful than loyalty programs or discounts.

Hotels 52

Hotels Management Guest Experience Hospitality 52