Customers Rock!

JUNE 26, 2011

Unable to do that due to the aforementioned company policy (and with no other potential trips on the horizon), my friend lost his accrued points (and a future flight to Europe). Now, this happens all the time; that is the part of the formula for points-based loyalty programs.

Airlines 190

Airlines Customer Service Loyalty Programs Social Media 190

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JANUARY 17, 2024

The Importance of Guest Experience Management Guest experience management is vital for hospitality brands looking to build a positive reputation, foster customer loyalty, achieve competitive differentiation, and ultimately drive long-term success and profitability. Guest experiences impact reputation.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Southwest mirrors these high-trust customer policies with equally trustful employee policies.

Policies 63

Policies Customer Experience Airlines Government 63

ECXO

JANUARY 21, 2025

They offered a 90-day return policy, no questions asked. Customer experience isnt just about answering emails or fixing problemsits about building trust, fostering loyalty, and showing customers that they matter. NovaTech seized Apexs market share by offering better support and customer-friendly policies.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Service Untitled

APRIL 21, 2014

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Possibly Related Posts: More to customer loyalty than just having a great product Most of us take great pride in the excellent products.

Loyalty 83

Loyalty Effort Score Retail Loyalty Programs 83

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. It shows customers their voices are heard , leading to higher loyalty and retention. Post-purchase confusion Do customers struggle to track orders, understand return policies, or contact support?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Steve DiGioia

NOVEMBER 2, 2015

Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? What about a simple return policy ; a policy where the customer is not forced to espouse the failed merits of the product in order to justify returning the item? But what is it that keeps them coming back?

How To 100

How To Loyalty Programs Policies Loyalty 100

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Retaining Loyalty : Even if you manage to attract customers, keeping them loyal is a whole different ball game.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. AI-Enhanced Segmentation : AI-driven segmentation ensures hyper-relevant campaigns, reducing unsubscribe rates by 20%.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

BirdEye

APRIL 28, 2023

Therefore, using a referral program to help spread the word about your business can help you acquire new clients and increase client loyalty. Content marketing A lot of consumers prefer to conduct their own research before buying an insurance policy. Loyalty program Client churn is an ongoing issue for the insurance industry.

Insurance 98

Insurance Strategy Marketing Social Media 98

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. Successful programs pave the way to increased sales and can drive market share. Here are 3 ways to improve loyalty in 2019. Be transparent.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

ShepHyken

SEPTEMBER 8, 2024

a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction. Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty? My Comment: If you have a loyalty program, this article is for you.

Customer Service 84

Customer Service Self Service Loyalty Programs Customer Service Training 84

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program. This math does not break, by the way.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

Lumoa

JUNE 26, 2023

But some purchase processes are complicated, decreasing customer satisfaction and loyalty. You can build engagement by hosting social media contests, creating an in-store loyalty program, or simply asking customers to like their favorite posts from your brand. This will help you generate a lot of more leads. The result?

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The biggest factor in customer loyalty is empathy. Implement a regular “loyalty huddle” with your team.

Loyalty 101

Loyalty Loyalty Programs Culture Leadership 101

Talkdesk

DECEMBER 18, 2020

For brands with high-end items, consider a policy that implements a personal touchpoint from one of your customer care representatives shortly after the sale. This helps offset buyer’s remorse in the days following a high ticket purchase and helps build long-term loyalty.

Retail 106

Retail Apparel Data Ecommerce 106

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. Core functionality of the loyalty points bank.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Comm100

JUNE 13, 2018

Loosen Up on Your Return and Exchange Policies. Give your customers peace of mind by enacting liberal return policies. There are many ways that your e-commerce business could make return policies more appealing for the holiday season. For e-commerce businesses, facilitating exchanges marks another big win. Encourage Research.

Tips 168

Tips Self Service e-support Social Media 168

Pointillist

JUNE 15, 2018

Is Retention About Churn or Loyalty? Another source of confusion is that in some industries retention is synonymous with churn, while in others it goes hand-in-hand with loyalty. An advanced identity matching approach will compare the values in customer identifiers (such as email address, loyalty card number, cookie ID, etc.)

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

CX Journey

OCTOBER 24, 2018

Be upfront about your policies and the attention to detail you offer to make sure your customers are happy. Start a Loyalty Program Loyal customers are five times as likely to buy from you again and more likely to forgive an error on your part. Building loyalty takes time and commitment.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

Currency Alliance

DECEMBER 7, 2021

I heard it once, two weeks ago at a loyalty conference in London. Loyalty trends were being discussed, as well as what had been hot topics in prior years – some of which just faded away as fads. Most companies need to stay focused on what we call Loyalty Imperatives for this decade. The Loyalty Imperatives answer that question.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

ProProfs Chat

DECEMBER 4, 2020

Create Better Customer Loyalty Programs. A brainstorming session between customer service and marketing teams can solve a lot of marketing challenges, one of them being how to promote a loyalty program among customers. You definitely want to create a loyalty program that customers eagerly want to join.

Strategy 98

Strategy Customer Service Marketing Social Media 98

Zeisler Consulting

OCTOBER 13, 2021

What’s worse, I remember when they instituted the policy, they tried to sell it as a relief of hassle: ‘To make it easier for you to redeem your military discount…’ or somesuch, went the description. What a huge mistake and self-goal from a CX perspective.

Loyalty Programs 93

Loyalty Programs Retail Policies System 93

Zeisler Consulting

NOVEMBER 30, 2020

Over the course of two months and four separate interactions, we spent upwards of six hours on the phone or in a chat with agents; some credit card people, some ‘points’ people (a lot of folks don’t know that in many instances, the loyalty program isn’t run by the same company with whom you have loyalty).

Hotels 93

Hotels Loyalty Programs Retail Course 93

Experience Investigators by 360Connext

MAY 4, 2015

You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. What opportunities are companies missing by defining the customer experience within the periphery of your store? Customers in your store are given your utmost attention.

Customer Experience 110

Customer Experience Customer Journeys Conference Retail 110

BirdEye

JULY 14, 2023

Platform penalties: Online platforms, including giants like Amazon and Google , have strict policies against incentivized reviews. Leverage loyalty programs: Reward enthusiastic members of your loyalty program with points or other benefits for leaving a review. What should you avoid when incentivizing reviews?

Guidelines 95

Guidelines Social Media Policies Exceptional Customer Service 95

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. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Beyond Philosophy

JUNE 21, 2015

The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. However, their new parental leave policy represents something deeper than giving new parents time to adjust to their new role. However, the separate area strategy is not the direct path to success for either.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

CSM Magazine

SEPTEMBER 26, 2024

Business owners should also consider creating a user-friendly return policy that is easy to find and understand, showcasing the brand’s commitment to customer satisfaction. The policy should use straightforward language, avoiding legal jargon that can confuse customers.

Customer Satisfaction 52

Customer Satisfaction Strategy Loyalty Programs Policies 52

CSM Magazine

JANUARY 24, 2025

From secure transactions to intuitive design, every detail matters in building loyalty. Transparent Terms and Conditions Policies Clear policies build trust with players. Updating these policies regularly shows commitment to fairness and compliance with evolving regulations.

Customer Centricity 52

Customer Centricity e-support Loyalty Programs Multi-Channel 52

CSM Magazine

OCTOBER 21, 2024

No one wants to be hit with hidden fees or confusing return policies. Loyalty Pays Off: Reward Your Customers Casinos are brilliant at keeping their players hooked with loyalty programs. Loyalty Pays Off: Reward Your Customers Casinos are brilliant at keeping their players hooked with loyalty programs.

Retail 52

Retail Customer Service Loyalty Programs Loyalty 52

ClearAction

MAY 29, 2016

Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks. Value-enhancing occurs through policies and processes of Operations and support functions such as IT, Finance, Facilities, HR, Quality, and so forth.

Customer Experience 97

Customer Experience Marketing Chief Customer Officer Social Media 97

inmoment

JULY 18, 2018

Today’s marketers are increasingly seeing customer experience fall under their umbrella of duties, and it’s easy to confuse CX efforts with traditional marketing approaches such as loyalty marketing programs. However, marketers should be warned that this is a place where “similar” definitely does not mean “equal.”. But why stop there?

Loyalty 40

Loyalty Marketing Loyalty Programs Trends 40

Maz Iqbal

DECEMBER 10, 2014

In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. Because two way loyalty (sticking by one another) is essential to creating the context for greatness to show up from your people.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

ProProfs Chat

APRIL 30, 2020

TaskRabbit also circulated an update of their cancellation fee policy changes to its customers. Create New Reward and Loyalty Programs to Keep Your Customers Engaged. Takeaway: Creating innovative and more lucrative reward and loyalty programs makes your customers feel valued and can spark a positive word-of-mouth v chain.

Engagement 85

Engagement How To Loyalty Programs Social Media 85

Ecrion

JUNE 18, 2020

Your return policy, for instance, may not cover items that have been used after they were received. Showing your audience that you care about their satisfaction (and that you’re grateful for their business) is perhaps the single best way to build customer trust and loyalty. Incorporate a Loyalty Program.

Loyalty Programs 75

Loyalty Programs Sales Loyalty Customers 75