ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ProProfs Chat

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. In his talk, Customer loyalty programmes…why bother! Inspiring interactions and better customer conversations. He stays close to home to give an example.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

InMoment XI

NOVEMBER 21, 2024

2025 Consumer Trends Report The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Customer Effort Score (CES) Did you know that customers with a high-effort interaction become more disloyal compared to just 9% with a low-effort experience? Collect Customer Data. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 10, 2024

Invest in Customer Loyalty Strong customer loyalty is key to reducing churn. Besides improving customer experiences, you can encourage loyalty with rewards and incentives. A good loyalty program goes a long way toward strengthening relationships and increasing customer lifetime value.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. Loyalty: “What’s in it for me?” Starbucks ranked well above others in terms of being a “great loyalty program.”

Customer Confidence 279

Customer Confidence Report Retail Loyalty Programs 279

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Retaining Customers Through Superior Experiences : First impressions matter , but second and third interactions seal the deal. Ecommerce success isn’t static.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Personalized responses Instead of generic answers, they should reference past orders, browsing history, and previous interactions. A CX Managers ultimate goal?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ShepHyken

FEBRUARY 16, 2025

What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

Optimove

DECEMBER 31, 2024

Loyalty Program ROI : 85% of engaged customers participate in loyalty programs, driving recurring revenue and a 25% improvement in retention rates. Mobile-First Engagement : With mobile usage accounting for 65%+ of digital interactions, marketers need to optimize experiences for smaller screens.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Not doing so is a risk to the long-term survival of your company!

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Every interaction at every stage of the customer’s journey can affect loyalty.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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

Kerry Bodine

APRIL 4, 2018

They may even resolve a problem with their bill and sign up for that restaurant’s loyalty program during that visit. That doesn’t mean they won’t have more interactions with your organization (like resolving a billing issue or scheduling maintenance for that MRI), but those interactions will be part of a different journey.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

GetFeedback

DECEMBER 21, 2018

Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price. 90% of millennials prefer smartphones for customer service/support interactions. 30% of consumers are switch providers because they feel that there is no reward for loyalty. McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 1, 2021

If a customer isn’t satisfied with the proposed exchange your loyalty program offers, they won’t buy in. For example, according to our CX Trends report , customers are less likely to share their info when a program only offers to make interactions easier, more efficient, or to deliver personalized recommendations.

Loyalty 195

Loyalty Marketing Loyalty Programs Customer relationships 195

Experience Investigators by 360Connext

AUGUST 23, 2018

But, customers interact in big ways and small with your brand. So journey maps that reflect touchpoints as only big interactions like “pay at the cash register” miss ways to show real customer empathy. That interaction is one of many steps for the customer. “Our customers LOVE our loyalty program.”

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

ShepHyken

JANUARY 28, 2025

Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. In reality, they are marketing programs that do a great job of bringing customers back. Technology Can Replace Human Interaction : Companies have tried, and it doesnt work.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

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

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. What’s regularly missing is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers.

Loyalty Programs 203

Loyalty Programs CRM Customer Relationship Management Loyalty 203

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

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Youll identify metrics youll track to prove these outcomes, and we explain metrics more below.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ShepHyken

FEBRUARY 3, 2025

What role does employee interaction play in creating memorable customer experiences? How does a business enhance customer loyalty without relying on points or discount programs? Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs.

Loyalty Programs 79

Loyalty Programs Loyalty Connections Brands 79

ShepHyken

MAY 26, 2023

She writes about next-generation loyalty programs and how they can enhance customer experience. Traditional Loyalty Programs: Limitations and Challenges Traditional loyalty programs , with their focus on transactional rewards and points accumulation, face several limitations and challenges in today’s competitive landscape.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Define and consider the specific points of interaction between each customer persona and your brand. This is where you might outline use cases, customer roles (like buyer versus end-user in B2B), and where they interact along the customer journey. Use a common template to create all your personas.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Joe Rawlinson

NOVEMBER 3, 2024

It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. This boosts productivity and alleviates work stress.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

CSM Magazine

NOVEMBER 6, 2024

Training should not stop at teaching employees how to use systems or products; it should include guiding them on how to interact warmly and professionally with customers. For example, in a coffee shop franchise, customer service team members who enjoy interacting with people can create a friendly, welcoming environment.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

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

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. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

InMoment XI

AUGUST 1, 2024

Insights into customer emotions and frustrations allow for targeted interventions, leading to smoother interactions and a more positive customer journey. Increased Customer Loyalty : Positive customer sentiment is strongly correlated with higher customer retention and loyalty. Analyze this data to identify areas for improvement.

Measurement 195

Measurement Effort Score How To Hotels 195

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Chatbots are being used to take customer orders, speed interactions, increase access, generate leads, and for a variety of other uses. It’s simple: Chatbots can’t perform or answer “sophisticated interactions.”.

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

InMoment XI

MAY 14, 2022

Instead, it has deliberately positioned itself as a center for wellness, from its on-site illness-prevention services to its comprehensive loyalty program (aptly named wellness+ ) to its online and in-store imagery and messaging focused on healthy families and happy lives. Becoming a Part of Your Customers’ Lives.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

ECXO

JULY 22, 2024

Inspired by Ramli John’s insightful book, “Product-Led Onboarding,” we discovered that while ideal design and user experiences can mitigate the need for extensive onboarding programs, they are not always attainable. Interactive Tutorials: Video tutorials and interactive demos effectively highlight the product’s value proposition.

B2B 207

B2B Customer Experience Self Service e-support 207