What you didn't know about loyalty and customer experience


Published on

Loyalty rewards are way beyond punch cards! Customer experience is tied to how customers and employees feel rewarded for doing business with you!

Published in: Business
  • Be the first to comment

What you didn't know about loyalty and customer experience

  1. 1. The Changing Experience of Loyalty and Rewards August 2013
  2. 2. Acquisition and growth are key objectives in any business, but what about loyalty and retention? Though many companies feel they are rewarding their customers and employees sufficiently, they often find that they still have a revolving door. Let’s take a closer look at who they are rewarding, how and why. Do your customers and employees really feel rewarded by what you offer?
  3. 3. Only 31% of Americans thought their loyalty program communications were relevant to them, according to a report from Colloquy, and that was in 2011. They still want to be rewarded, but how? Punch cards no longer cut it. We need to think about what’s next. Click to Read
  4. 4. I’m really, really excited about reviewing Jay Baer‘s new book, Youtility: Why Smart Marketing is About HELP and not HYPE. There is a lot here – and I’d recommend anyone interested in how to get into customers’ hearts and minds read this. Here are some key takeaways. Click to Read
  5. 5. The game is changing fast! One company has begun testing a program that gives customers a new way to win rewards. It’s intriguing, but is this the golden ticket to rewarding customers, or just a day pass? Watch our special video and let us know what you think. Click to Read
  6. 6. While traditional stores recoil at the idea their stores are becoming showrooms for online retailers as customers scan items to check prices and order online, some innovative retailers have embraced these 3 concepts as the way their customers do business. Click to Read
  7. 7. If it’s time to mix up the rewards or even just watch the budget on your employee referral reward bank, some ways to reward employees go beyond the usual. Here are 5 ways you can stay below the budget and still delight employees with the recognition they deserve. Click to Read
  8. 8. There are two questions I receive from business contacts regularly. “How can we increase loyalty?” “How can we get more word-of-mouth business?” They are actually two sides of the same coin, in my humble opinion. Click to Read
  9. 9. Most companies, I’d argue, don’t demonstrate mutual loyalty to their customers. Is this fair? I don’t think so. And most customers don’t, either. Here are some common mistakes companies make, loosening or breaking the ties that bind them to their customers. Click to Read
  10. 10. The advertisements for customer rewards only apply to those shiny, new customers, not the old dusty ones paying their bills on time each month and providing most of the company revenue. Don’t throw your customers away! Click to Read
  11. 11. Investing in the customer experience, making it seamless and proactively supporting customer habits has helped Sephora grow 150% via their mobile shopping channel from 2012 – 2013! Find out how Sephora earned our 360Connext stamp of approval. Click to Read
  12. 12. I’ve spent a lot of time lately exploring the question: What Causes Loyalty? One client believed it was punch cards. Another thought it was a product that works as expected. I disagree. Here are 3 ideas to consider as you look ahead to what will cause lasting loyalty. Click to Read
  13. 13. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market meaning more new customers. How many incentives are tied to real customer satisfaction and loyalty? Click to Read
  14. 14. We made this Microinteraction of the Month to show stereotyping can be harmful for business. If the business is leery of people coming in, then why wouldn’t the patrons be dubious? Take a closer look and you’ll see what we mean! Click to Read
  15. 15. (You gotta click for a closer look!) Don’t let the “micro” part fool you- microinteractions often have a huge impact on the customer experience. That is why we just can’t get enough of ‘em! So get social with us! Send us yours and maybe it will be featured next month!
  16. 16. CXI®Club Newsletter Thanks to our community for joining us in our discussions about Loyalty and Rewards all month. Want to join in? You’ve already found us, so let’s stay in touch! @jeanniecw Google+ Pinterest 360Connext CXI® Club Instagram Jeannie Walters @360Connext RSS 360Connext.com