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. References Forbes.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ShepHyken

FEBRUARY 16, 2025

I refer to this as corporate love. 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. My Comment: One of my favorite customer experience topics is loyalty programs.

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

Experience Investigators by 360Connext

NOVEMBER 2, 2021

A customer persona helps humanize the customer to the point you might refer to them by a fictional name. This will help limit the urge to include too much nuance and help your teams refer to personas in a consistent way. and refer to pronouns as “they.” The Solution: Refer to Your Goals. Watch for gender-specific wording.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

InMoment XI

NOVEMBER 18, 2024

It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. References HubSpot. This data can help you identify high-value customers, track purchasing trends, and evaluate the success of certain promotions, packages, or discounts. Consumer Trends Report. ( [link] ).

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

GetFeedback

DECEMBER 21, 2018

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. 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.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Retently

MARCH 11, 2025

Personalized responses Instead of generic answers, they should reference past orders, browsing history, and previous interactions. Key considerations: Hyper-personalization Does the platform allow agents to reference past orders, preferences, and conversations seamlessly? The solution?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. Introduce loyalty programs to reward long-term customers for their continued use of your banking services. References McKinsey & Company. Accessed 10/14/2024.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

JANUARY 26, 2025

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company. A company usually follows a set of KPIs.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

FEBRUARY 3, 2025

7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective. Here are seven signs your loyalty program may need a redesign. Here are seven reasons why a loyalty program might fail.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Implement a loyalty program : Reward loyal customers with discounts, free products, or upgrades to gamify the brand experience (and trigger dopamine!). Loyalty programs give customers a perceived return on their investment and reward them for their loyalty. But be careful with these programs.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ProProfs Chat

MAY 31, 2019

How to Cultivate Customer Loyalty. The primary purpose of a customer loyalty program is to leverage the current customers into promoting the brand and retaining new customers. The question arises as to what approach should a business take to cultivate brand loyalty among its customers. Share Customer Experiences.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score How To 66

Oracle

SEPTEMBER 16, 2020

Loyalty programs will act as a key differentiator for brands and can be used to better connect with customers and foster an engaged community. They can, for example, Accelerate the training of new customer behaviors with the exchange of loyalty currency (i.e. In this new landscape, retailers can disrupt or be disrupted.

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

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

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

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

CSM Magazine

JULY 5, 2024

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs?

Loyalty Programs 52

Loyalty Programs Loyalty Measurement Brands 52

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

CX Journey

JUNE 29, 2017

There's no explanation of how he's going to improve customer relationships or what that strategy is that he's referring to. Lampert is implying (he cites in one article that his turnaround is based on the new Sears loyalty program), there's more to it than offering loyalty programs.

Loyalty Programs 135

Loyalty Programs Loyalty Customer Retention Retail 135

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? Winning loyalty programs in 2025. Customer singular.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

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

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

Kayako

AUGUST 21, 2018

Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Offer a Worthwhile Loyalty Program. Whatever the motive behind their loyalty, your business benefits substantially when customers stick around.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

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

Retently

JANUARY 25, 2023

Launch loyalty programs For 78% of US consumers , a good loyalty program encourages them to buy more, while 72% are more likely to recommend brands to others. Additionally, it can also help attract new buyers, as potential customers may be more likely to shop with a brand that offers a loyalty program.

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

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

Optimove

FEBRUARY 12, 2025

Examples: Make sure to: Provide discounts on spring-themed items for holiday shoppers Launch loyalty programs that give early access to seasonal collections Promote Christmas in July campaigns to re-engage customers mid-year #4. Also try using gamification to power customer interaction through fun and exciting tournaments or programs.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

InteractionMetrics

MARCH 27, 2025

Develop Reward and Loyalty Programs Loyalty programs aren’t just about offering punch cards or reward points (although sometimes, they can be). Theres tons of room for creativity when you offer a loyalty program. And when you build a good loyalty program, customers feel truly valued.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Lumoa

AUGUST 25, 2020

BUILD LOYALTY PROGRAMS Returning customers are an asset to your brand, and you must reward their customer loyalty to keep them coming back. For example, you can create a referral program wherein you offer specific discounts or free trials to the accounts referred by your existing customers.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Retently

JUNE 28, 2022

Considering that 73% of consumers are more likely to recommend a brand with a good loyalty program, putting together one is worth the try. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

InMoment XI

FEBRUARY 7, 2024

Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. References Skyscanner. After the stay, hotels can leverage AI-powered chatbots to collect customer feedback and resolve outstanding issues. Intelligent Digitized Experiences Hotel guests expect an experience.

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

SEPTEMBER 3, 2019

Wait to create loyalty programs until you learn more about your customer base, their spending habits, and their wants and needs. Then build your loyalty program using this data. Most loyalty programs are really marketing programs. True loyalty involves an emotional connection.

Customer Centricity 98

Customer Centricity Loyalty Programs Loyalty Metrics 98

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. You can refer to the original show notes to see some other specific tactics that Eric addressed in our interview.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Totango

JULY 1, 2022

One of the most important loyalty metrics is the Net Promoter Score (NPS) , which uses a scale of 0 to 10 to measure a customer’s willingness to recommend a company, product, or service to a friend or colleague. How customers answer this question reflects their satisfaction with your company and their attitude toward referring you to others.

B2B 114

B2B Loyalty Net Promoter Score B2C 114