This document summarizes the key findings of a 2015 Australian consumer research study on loyalty programs. Some of the main points covered include:
- Membership of loyalty programs has slightly decreased from 88% in 2013 to 84% in 2015. The average number of program memberships remains around 4.
- The percentage of active members, defined as using their membership in the last 12 months, has increased significantly from 28% in 2013 to 59% in 2015.
- Programs continue to be seen as valuable by most members, with over 80% tending to buy more from brands they have a membership with.
- The top mentioned programs doing a good job remain Coles/flybuys, Woolworths
Experian dv2020 - the new rules of customer engagement - emea research reportAltan Atabarut, MSc.
The document discusses how customer expectations are rising and how data and analytics can help organizations improve the customer experience. It finds that customer experience will be the ultimate differentiator by 2020. Organizations intend to use more internal data, negative data, and transactional data over the next five years to develop a holistic view of each customer. Big data is predicted to transform customer experience models, but organizations need better tools to capitalize on new data sources and reduce the "data to decision disconnect".
Covers ROI of email. Consumer preference for email. Benefits of email. Explanation of permission for email: opt-in vs opt-out. Highlights CAN SPAM rules. Discusses deliverability of emails. Reviews lead nurturing through email. Explains scoring leads. Gives examples for email content, frequency and recency. Shows email data on timing, open rates, click through rates, device statistics, and subject lines. Details two email case studies.
The public health insurance exchanges have been in operation for nearly three years now and may be opening the door for a new generation of engaged health care consumers. Deloitte’s 2016 Survey of US Health Care Consumers sought to understand their satisfaction with coverage, confidence in handling future health care costs, use of online services, knowledge of costs, and how they shop for coverage. http://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/health-care-consumers-health-insurance-exchanges.html
Findings reveal:
o Exchange consumers say they are satisfied with their coverage at the same rate as people with employer coverage
o More exchange consumers feel prepared to handle future costs and able to access affordable care than last year
o More than twice as many exchange consumers report using online information sources to shop for a policy than the average consumer, including those with employer coverage
o More exchange consumers say they understand their costs than consumers with employer coverage, and when they used their coverage, few had surprise out-of-pocket costs
o Exchange consumers shop around for coverage and evaluate the total costs before making decisions, and they continue to be willing to accept network tradeoffs for lower payments
2013 Industry survey Dgm affiliate survey final chris garnerChris Garner
Nice retrospective on the Australian Market. I was responsible for this paper generating local insights from market intelligence and macro analysing global marketing to predict how the performance marketing would grow over time. Ground breaking for its time
Using Call Driver Analytics to Improve Customer CareRAYA CX
This international retail chain enlisted RCX to improve the quality of its customer service. RCX conducted a call driver analysis to identify the longest handle calls and create targeted training. They developed a new knowledge base and quality monitoring system. These efforts led to a 25% reduction in customer care effort, a 40% decrease in repeated calls, and a 15% increase in employee satisfaction.
2015 Email Marketing Industry Census - The Results Adestra
Now in its 9th year, the census reveals that email is still in the running for top spot when it comes to return on marketing investment. However, there is still a wide gap between companies who see excellent ROI from their investment, and the ones that struggle. The census has shown that team structure is one of the factors affecting this gap.
Join us for a discussion of the key findings from this year’s census report, so you can benchmark your email marketing in areas like mobile, automation, best practice and budgets.
In September 2014, ASI® commissioned a study to be conducted with corporate end-buyers about their gift-giving plans for the 2014 holiday season. Respondents were screened to ensure that they had final purchase authority or significant influence over the gift-giving decisions for employees and customers/prospects.
A total of 303 end-buyers who met these criteria responded to the survey. Survey responses were collected between September 30th and October 27th.
The document summarizes the findings of a survey about digital transformation priorities and objectives for businesses. The survey found that digital transformation is the top strategic priority for most companies and the pace of change is accelerating. Companies see digital disruption as an opportunity for competitive advantage. Improving the customer experience is the most common customer-focused objective for digital transformation initiatives in 2016. While companies are generally confident in meeting their 2016 objectives, the survey identified that increasing senior leadership sponsorship and oversight is the greatest change needed for many companies to succeed.
Experian dv2020 - the new rules of customer engagement - emea research reportAltan Atabarut, MSc.
The document discusses how customer expectations are rising and how data and analytics can help organizations improve the customer experience. It finds that customer experience will be the ultimate differentiator by 2020. Organizations intend to use more internal data, negative data, and transactional data over the next five years to develop a holistic view of each customer. Big data is predicted to transform customer experience models, but organizations need better tools to capitalize on new data sources and reduce the "data to decision disconnect".
Covers ROI of email. Consumer preference for email. Benefits of email. Explanation of permission for email: opt-in vs opt-out. Highlights CAN SPAM rules. Discusses deliverability of emails. Reviews lead nurturing through email. Explains scoring leads. Gives examples for email content, frequency and recency. Shows email data on timing, open rates, click through rates, device statistics, and subject lines. Details two email case studies.
The public health insurance exchanges have been in operation for nearly three years now and may be opening the door for a new generation of engaged health care consumers. Deloitte’s 2016 Survey of US Health Care Consumers sought to understand their satisfaction with coverage, confidence in handling future health care costs, use of online services, knowledge of costs, and how they shop for coverage. http://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/health-care-consumers-health-insurance-exchanges.html
Findings reveal:
o Exchange consumers say they are satisfied with their coverage at the same rate as people with employer coverage
o More exchange consumers feel prepared to handle future costs and able to access affordable care than last year
o More than twice as many exchange consumers report using online information sources to shop for a policy than the average consumer, including those with employer coverage
o More exchange consumers say they understand their costs than consumers with employer coverage, and when they used their coverage, few had surprise out-of-pocket costs
o Exchange consumers shop around for coverage and evaluate the total costs before making decisions, and they continue to be willing to accept network tradeoffs for lower payments
2013 Industry survey Dgm affiliate survey final chris garnerChris Garner
Nice retrospective on the Australian Market. I was responsible for this paper generating local insights from market intelligence and macro analysing global marketing to predict how the performance marketing would grow over time. Ground breaking for its time
Using Call Driver Analytics to Improve Customer CareRAYA CX
This international retail chain enlisted RCX to improve the quality of its customer service. RCX conducted a call driver analysis to identify the longest handle calls and create targeted training. They developed a new knowledge base and quality monitoring system. These efforts led to a 25% reduction in customer care effort, a 40% decrease in repeated calls, and a 15% increase in employee satisfaction.
2015 Email Marketing Industry Census - The Results Adestra
Now in its 9th year, the census reveals that email is still in the running for top spot when it comes to return on marketing investment. However, there is still a wide gap between companies who see excellent ROI from their investment, and the ones that struggle. The census has shown that team structure is one of the factors affecting this gap.
Join us for a discussion of the key findings from this year’s census report, so you can benchmark your email marketing in areas like mobile, automation, best practice and budgets.
In September 2014, ASI® commissioned a study to be conducted with corporate end-buyers about their gift-giving plans for the 2014 holiday season. Respondents were screened to ensure that they had final purchase authority or significant influence over the gift-giving decisions for employees and customers/prospects.
A total of 303 end-buyers who met these criteria responded to the survey. Survey responses were collected between September 30th and October 27th.
The document summarizes the findings of a survey about digital transformation priorities and objectives for businesses. The survey found that digital transformation is the top strategic priority for most companies and the pace of change is accelerating. Companies see digital disruption as an opportunity for competitive advantage. Improving the customer experience is the most common customer-focused objective for digital transformation initiatives in 2016. While companies are generally confident in meeting their 2016 objectives, the survey identified that increasing senior leadership sponsorship and oversight is the greatest change needed for many companies to succeed.
This document contains the code for a customizable Tumblr theme. It includes default variables for colors, images, text, and links. It also includes CSS styling for layout, typography, and other design elements. The theme is fully responsive and uses fixed positioning for elements like the sidebar, title, and navigation. When implemented, this code would generate a blog with the specified styling and functionality.
For love or_money_loyalty_research_2015Adam Posner
Consumer research study taking the pulse on Australian loyalty programs and their impact on customer loyalty.
70 page insight-packed report
Tracks the pulse of change to benchmark results from 2014 and 2013 research studies
Reveals new insights that impact on brand loyalty and loyalty program success
For the first time, reviews 28 Australian loyalty programs
The document contains the default variables and styling for a blog theme. It includes variables for colors, images, text, links and more. The styling section defines the visual design elements like colors, spacing, sizing etc. for different page elements like body text, links, posts, sidebar etc. The body contains the basic structure and elements for the blog layout, including the sidebar, posts and pagination sections.
The document contains the code for customizing the layout and appearance of a blog template. It includes CSS styles and HTML markup for elements like the sidebar, posts, text formatting, and links. Default color variables and text are defined that can be customized. The template provides a fixed sidebar layout with options to include a title, description, links, author credit, and pagination for navigating posts.
This document summarizes the key findings of a 2015 Australian consumer research study on loyalty programs. Some of the main points include:
- Membership in loyalty programs has slightly decreased from 88% in 2013 to 84% in 2015. However, the average number of memberships per person has remained steady at around 4.
- The percentage of actively engaged members, defined as using their membership in the last 12 months, has increased significantly from 28% in 2013 to 59% in 2015.
- Immediate price discounts and point-based redemption programs remain the most important benefits to members, preferred over tiered membership levels.
- The research also identified 9 new insights into what impacts brand loyalty and loyalty program success, such
Twitter wants to expand its user base and brand presence beyond its current 500 million users. It will launch a social media marketing campaign to introduce new and potential users to the "Twitter Universe." The campaign will target new users, potential users, and businesses. Tactics will include promoted ads on Twitter and the login page, a 30-second YouTube commercial, a free mobile app, encouraging businesses to use hashtags and Twitter names, expanding to blogs about business advertising, and allocating 10-12% of its estimated $1 billion 2014 revenue to the digital marketing efforts.
Members are willing to share some personal information with loyalty programs if:
- They understand how their data will be protected and used in a relevant way to benefit them.
- Loyalty programs are transparent about what data they collect and how it will be used.
- In exchange, members receive meaningful rewards tailored to their interests and preferences.
However, members will be reluctant to share information or defect from programs if they feel their data is being mined or used for irrelevant purposes. The appropriate use of member data is key to maintaining trust in the relationship.
The document discusses the ill effects of radiation from mobile towers, including:
1) It can damage the brain blood barrier, DNA, and increase cancer and infertility risks, especially for children and pregnant women.
2) Exposure near mobile towers is linked to neurological diseases like Alzheimer's and Parkinson's.
3) Studies show mobile tower radiation may negatively impact trees, bees, and birds and their ability to navigate and breed properly.
4) The government has initiated monitoring of mobile tower radiation levels and imposing penalties for exceeding limits but there are still concerns about long term low-level exposure risks.
This document summarizes the key findings of a 2015 Australian consumer research study on loyalty programs. Some of the main points include:
- Membership in loyalty programs has slightly decreased from 88% in 2013 to 84% in 2015. However, the average number of memberships per person has remained steady at around 4.
- The percentage of actively engaged members, defined as using their membership in the last 12 months, has increased significantly from 28% in 2013 to 59% in 2015.
- Immediate price discounts and point-based redemption programs remain the most important benefits to members, preferred over tiered membership levels.
- The research also identified 9 new insights into what impacts brand loyalty and loyalty program success, such
For love or_money_loyalty_research_2015Adam Posner
Consumer research study taking the pulse on Australian loyalty programs and their impact on customer loyalty.
70 page insight-packed report
Tracks the pulse of change to benchmark results from 2014 and 2013 research studies
Reveals new insights that impact on brand loyalty and loyalty program success
This digital marketing plan aims to raise awareness of Under Armour's women's yoga apparel by creating a blog called "Yoga Journeys" that profiles women practicing yoga in UA gear. It will also promote the blog on social media platforms like Facebook, Twitter, and a new "UA Women" YouTube channel. The total budget is $199,000 which will go towards planning, creating and maintaining the blog and social media accounts over a one-year period with goals of increasing engagement on all platforms.
For Love or Money 2016_ExecSummary_FINALAdam Posner
This document provides an executive summary of a research study on Australian loyalty programs and their impact on customer loyalty. Some key findings from the study include:
1) Membership in loyalty programs remains steady, with 82% of Australians enrolled in at least one program. On average, members belong to 3.9 programs.
2) Engagement with loyalty programs is changing, with members being less actively engaged with all of their programs but more engaged with most programs.
3) The top 10 most mentioned loyalty programs doing a very good job according to members are Coles/flybuys, Woolworths Rewards, Qantas Frequent Flyer, Virgin Velocity, MYER one, Priceline Sister
The document discusses effective communication skills, including the communication process, active listening, non-verbal communication, presentation skills, and using communication to build understanding. It describes the key steps in the communication process as the source encoding a message, choosing a channel to transmit it through, the receiver decoding the message, and providing feedback. It emphasizes active listening, making eye contact, using facial expressions and gestures, posture, proximity, and paralinguistics to enhance non-verbal communication. Effective presentation skills discussed include proper dress, documents, body language, attitude, confidence, and understanding cultural contexts.
The study "For Love or Money 2013 Consumer Study into Australian Loyalty Programs" surveyed over 1000 Australian consumers and found 88% of those aged over 16 belong to a loyalty progam.
http://www.chrispattas.com/business/2013/5/29/do-consumers-buy-more-from-a-business-with-a-loyalty-program
All rights belong to: www.directivity.com.au & www.citrus.com.au
CRM and loyalty marketers at all major retailers know that today’s mobile consumers are evolving rapidly, and have heightened expectations for their favorite retailers. What they may not know is that new mobile technologies, such as Google Wallet and Apple’s Passbook, are transforming retailer’s ability do deliver value to their most loyal customers. When used in tandem with loyalty programs, these innovative mobile wallets can amplify loyalty programs by making them more relevant, contextual, timely and useable.
Featuring: Emily Collins, analyst at Forrester Inc., and Julie Novack, Senior Vice President of Mobile Solutions at Vibes.
Here is the 2018 summary report for LoyalT, the most complete study on loyalty program performance in Canada.
You will discover
- The methodology
- The possession and usage rate for loyalty programs in Canada
- The importance of personalized offers
- Mobile App usage
- The impact of a program on purchase frequency and concentration
- Millenials and how they use loyalty programs
- Top 10 programs in Canada
A personalized report for every program analyzed is also available. Please contact us at info@r3marketing.ca for more details.
Expert strategies for your loyalty programArun Krishnan
The document provides an overview of strategies for implementing a successful loyalty program using SAP Loyalty Management. It discusses the current state of customer loyalty, an overview of SAP Loyalty Management capabilities, a case study of a loyalty program implementation, and 8 leading practices for a loyalty program. The leading practices include focusing on acquiring customer data, aligning the loyalty experience to the brand, engaging members with personalized content, excelling at core program benefits, harnessing partner networks, empowering brand advocates, increasing member wallet share, and reducing marketing costs.
Pilotlight provides strategic support to charities and social enterprises through coaching and mentoring from business professionals. A survey of organizations that completed Pilotlight's program in 2014 found:
- 100% of CEOs reported a positive impact on strategic vision immediately following the program
- 93% reported improved financial management two years later
- 81% reported more effective services two years later
The program also had benefits for participating business mentors, with 89% reporting an increased sense of well-being and 96% having a better understanding of social challenges. Pilotlight aims to improve organizational effectiveness and sustainability over the long-term.
This document contains the code for a customizable Tumblr theme. It includes default variables for colors, images, text, and links. It also includes CSS styling for layout, typography, and other design elements. The theme is fully responsive and uses fixed positioning for elements like the sidebar, title, and navigation. When implemented, this code would generate a blog with the specified styling and functionality.
For love or_money_loyalty_research_2015Adam Posner
Consumer research study taking the pulse on Australian loyalty programs and their impact on customer loyalty.
70 page insight-packed report
Tracks the pulse of change to benchmark results from 2014 and 2013 research studies
Reveals new insights that impact on brand loyalty and loyalty program success
For the first time, reviews 28 Australian loyalty programs
The document contains the default variables and styling for a blog theme. It includes variables for colors, images, text, links and more. The styling section defines the visual design elements like colors, spacing, sizing etc. for different page elements like body text, links, posts, sidebar etc. The body contains the basic structure and elements for the blog layout, including the sidebar, posts and pagination sections.
The document contains the code for customizing the layout and appearance of a blog template. It includes CSS styles and HTML markup for elements like the sidebar, posts, text formatting, and links. Default color variables and text are defined that can be customized. The template provides a fixed sidebar layout with options to include a title, description, links, author credit, and pagination for navigating posts.
This document summarizes the key findings of a 2015 Australian consumer research study on loyalty programs. Some of the main points include:
- Membership in loyalty programs has slightly decreased from 88% in 2013 to 84% in 2015. However, the average number of memberships per person has remained steady at around 4.
- The percentage of actively engaged members, defined as using their membership in the last 12 months, has increased significantly from 28% in 2013 to 59% in 2015.
- Immediate price discounts and point-based redemption programs remain the most important benefits to members, preferred over tiered membership levels.
- The research also identified 9 new insights into what impacts brand loyalty and loyalty program success, such
Twitter wants to expand its user base and brand presence beyond its current 500 million users. It will launch a social media marketing campaign to introduce new and potential users to the "Twitter Universe." The campaign will target new users, potential users, and businesses. Tactics will include promoted ads on Twitter and the login page, a 30-second YouTube commercial, a free mobile app, encouraging businesses to use hashtags and Twitter names, expanding to blogs about business advertising, and allocating 10-12% of its estimated $1 billion 2014 revenue to the digital marketing efforts.
Members are willing to share some personal information with loyalty programs if:
- They understand how their data will be protected and used in a relevant way to benefit them.
- Loyalty programs are transparent about what data they collect and how it will be used.
- In exchange, members receive meaningful rewards tailored to their interests and preferences.
However, members will be reluctant to share information or defect from programs if they feel their data is being mined or used for irrelevant purposes. The appropriate use of member data is key to maintaining trust in the relationship.
The document discusses the ill effects of radiation from mobile towers, including:
1) It can damage the brain blood barrier, DNA, and increase cancer and infertility risks, especially for children and pregnant women.
2) Exposure near mobile towers is linked to neurological diseases like Alzheimer's and Parkinson's.
3) Studies show mobile tower radiation may negatively impact trees, bees, and birds and their ability to navigate and breed properly.
4) The government has initiated monitoring of mobile tower radiation levels and imposing penalties for exceeding limits but there are still concerns about long term low-level exposure risks.
This document summarizes the key findings of a 2015 Australian consumer research study on loyalty programs. Some of the main points include:
- Membership in loyalty programs has slightly decreased from 88% in 2013 to 84% in 2015. However, the average number of memberships per person has remained steady at around 4.
- The percentage of actively engaged members, defined as using their membership in the last 12 months, has increased significantly from 28% in 2013 to 59% in 2015.
- Immediate price discounts and point-based redemption programs remain the most important benefits to members, preferred over tiered membership levels.
- The research also identified 9 new insights into what impacts brand loyalty and loyalty program success, such
For love or_money_loyalty_research_2015Adam Posner
Consumer research study taking the pulse on Australian loyalty programs and their impact on customer loyalty.
70 page insight-packed report
Tracks the pulse of change to benchmark results from 2014 and 2013 research studies
Reveals new insights that impact on brand loyalty and loyalty program success
This digital marketing plan aims to raise awareness of Under Armour's women's yoga apparel by creating a blog called "Yoga Journeys" that profiles women practicing yoga in UA gear. It will also promote the blog on social media platforms like Facebook, Twitter, and a new "UA Women" YouTube channel. The total budget is $199,000 which will go towards planning, creating and maintaining the blog and social media accounts over a one-year period with goals of increasing engagement on all platforms.
For Love or Money 2016_ExecSummary_FINALAdam Posner
This document provides an executive summary of a research study on Australian loyalty programs and their impact on customer loyalty. Some key findings from the study include:
1) Membership in loyalty programs remains steady, with 82% of Australians enrolled in at least one program. On average, members belong to 3.9 programs.
2) Engagement with loyalty programs is changing, with members being less actively engaged with all of their programs but more engaged with most programs.
3) The top 10 most mentioned loyalty programs doing a very good job according to members are Coles/flybuys, Woolworths Rewards, Qantas Frequent Flyer, Virgin Velocity, MYER one, Priceline Sister
The document discusses effective communication skills, including the communication process, active listening, non-verbal communication, presentation skills, and using communication to build understanding. It describes the key steps in the communication process as the source encoding a message, choosing a channel to transmit it through, the receiver decoding the message, and providing feedback. It emphasizes active listening, making eye contact, using facial expressions and gestures, posture, proximity, and paralinguistics to enhance non-verbal communication. Effective presentation skills discussed include proper dress, documents, body language, attitude, confidence, and understanding cultural contexts.
The study "For Love or Money 2013 Consumer Study into Australian Loyalty Programs" surveyed over 1000 Australian consumers and found 88% of those aged over 16 belong to a loyalty progam.
http://www.chrispattas.com/business/2013/5/29/do-consumers-buy-more-from-a-business-with-a-loyalty-program
All rights belong to: www.directivity.com.au & www.citrus.com.au
CRM and loyalty marketers at all major retailers know that today’s mobile consumers are evolving rapidly, and have heightened expectations for their favorite retailers. What they may not know is that new mobile technologies, such as Google Wallet and Apple’s Passbook, are transforming retailer’s ability do deliver value to their most loyal customers. When used in tandem with loyalty programs, these innovative mobile wallets can amplify loyalty programs by making them more relevant, contextual, timely and useable.
Featuring: Emily Collins, analyst at Forrester Inc., and Julie Novack, Senior Vice President of Mobile Solutions at Vibes.
Here is the 2018 summary report for LoyalT, the most complete study on loyalty program performance in Canada.
You will discover
- The methodology
- The possession and usage rate for loyalty programs in Canada
- The importance of personalized offers
- Mobile App usage
- The impact of a program on purchase frequency and concentration
- Millenials and how they use loyalty programs
- Top 10 programs in Canada
A personalized report for every program analyzed is also available. Please contact us at info@r3marketing.ca for more details.
Expert strategies for your loyalty programArun Krishnan
The document provides an overview of strategies for implementing a successful loyalty program using SAP Loyalty Management. It discusses the current state of customer loyalty, an overview of SAP Loyalty Management capabilities, a case study of a loyalty program implementation, and 8 leading practices for a loyalty program. The leading practices include focusing on acquiring customer data, aligning the loyalty experience to the brand, engaging members with personalized content, excelling at core program benefits, harnessing partner networks, empowering brand advocates, increasing member wallet share, and reducing marketing costs.
Pilotlight provides strategic support to charities and social enterprises through coaching and mentoring from business professionals. A survey of organizations that completed Pilotlight's program in 2014 found:
- 100% of CEOs reported a positive impact on strategic vision immediately following the program
- 93% reported improved financial management two years later
- 81% reported more effective services two years later
The program also had benefits for participating business mentors, with 89% reporting an increased sense of well-being and 96% having a better understanding of social challenges. Pilotlight aims to improve organizational effectiveness and sustainability over the long-term.
Survey of talent acquisition organizations reveals:
* How to get 28% more hires from referrals by doing this one thing
* Percentage of organizations with formal ERPs and what results they get
* Ways organizations manage and track referrals today, and what challenges they face
* Most popular incentives used to reward successful referrals
* What you can do to generate more hires from referrals without sacrificing quality of candidates
The survey was conducted in April 2015 by SmashFly Technologies, the leading Recruitment Marketing Platform provider: http://smashfly.com
This document summarizes key findings from the 2013 Maritz Loyalty Report on consumer loyalty programs in the United States. Some of the main findings include:
1) Consumers participate in an average of 7.4 loyalty programs but feel they have room for more. Communications play a significant role in satisfaction, but only 53% find communications relevant.
2) Privacy is a growing concern, with 24% citing it as a barrier to enrollment. Personalization requires personal information, but consumers find some uses of data "creepy."
3) Loyalty programs influence consumer behavior, with 57% modifying purchase behavior to earn rewards, but 53% stopped participating in at least one program last year.
The document discusses how smart brands are using customer data and personalized digital marketing strategies across channels to improve customer acquisition, onboarding, engagement, and retention. It provides examples of how companies like Pei Wei, Mint.com, Dreamfields, Royal Bank of Canada, Beyond the Rack, and The Honest Company use email marketing, mobile push notifications, and lifecycle campaigns to better serve customers at each stage of the customer journey. The key takeaway is that understanding individual customer needs and behaviors enables brands to predict relevant content that drives the customer relationship at every touchpoint.
- The document provides an overview and key findings from a survey of 41 customer reference programs.
- While programs excel at producing reference materials and fulfilling requests, customer participation and measuring impact on business outcomes is still lacking.
- To remain relevant in the new subscription economy, reference programs need to focus more on customer retention, experience, and demonstrating value to both internal and external stakeholders.
- Key recommendations include increasing focus on the customer journey, becoming more strategic partners, and better integrating with sales.
This document provides an introduction and table of contents for a market survey report on customer satisfaction with Nokia handsets in Moradabad, India. The introduction describes the objectives of the survey, which was to study customer satisfaction through a questionnaire answered by 50 customers. It also provides background on customer satisfaction and how it is measured in businesses. The table of contents lists 12 chapters and sections that will be covered in the report, including the research methodology, data analysis, findings, and conclusions.
Companies looking to gain greater insight into the success of their corporate citizenship initiatives are turning to the logic model, a tool that accounts for both business and social impact. By bringing this evaluative framework to bear on future initiatives, corporate citizenship managers can link activities and inputs with short- and long-term outcomes to create meaningful change for both participants and the company. In this hands-on workshop, you will be introduced to the logic model and how to apply it to your corporate citizenship programs to show impact.
Transforming Advocacy from Marketing Tactic
to Competitive Advantage
Key results from the 2015 Study on Customer Advocacy and Engagement
By The Center for Customer Engagement and SiriusDecisions
The document discusses DataActiva's approach to measuring customer satisfaction and loyalty through a multi-phase program. It involves conducting qualitative and quantitative research with customers and management to understand needs, expectations, and drivers of loyalty. Metrics and objectives are then developed and tracked over time to provide actionable insights and recommendations to optimize customer value, engagement, and retention. A variety of methodologies are used to collect data on satisfaction with customer service, marketing activities, and overall performance versus competitors.
The document discusses LOYAL3, an innovative stock gifting program that aims to promote brand loyalty. It notes the shortcomings of existing loyalty programs and outlines how LOYAL3's program aligns customers with companies by offering stock rewards. Data from companies that have implemented LOYAL3 programs show increases in customer engagement metrics like Net Promoter Score and spending intent. The program provides a simple way for customers to enroll and redeem loyalty points for company stock online.
As part of my final Capstone Project piece, I developed a customer retention strategy piece on how to improve customer churn and developed a recommendation strategy based on the analysis and insights from the data set.
Using social media to engage financial services customersBazaarvoice
Watch the webinar: http://bv-url.com/zc6z
Over 75% of financial customers utilize social media and 26% indicate that they talk about their FSI on social networks. Yet 1/3 of consumers still indicate that they lack confidence in financial providers, signifying that credit unions need to take additional steps to fully regain the public trust.
Engaging customers in a social conversation, allowing them to talk with one another, can be the most powerful tool in your advertising arsenal.
Click through to watch the webinar and get the answers to:
- What are the keys to rebuilding trust between banks and consumers?
- Is it possible to leverage social media to build my brand?
- How can I get fast, authentic feedback on the products and services we offer?
This document presents research on whether customer loyalty programs are effective for customer retention. It includes an introduction outlining the research question and purpose. A literature review covers topics like customer retention, store environment, resisting competition, and emotional attachment. The methodology section describes a survey conducted and regression model used to analyze relationships between loyalty programs, store environment, customer service, customer satisfaction, and customer retention. Results found strong relationships between store environment/loyalty programs and customer satisfaction, and between satisfaction and retention. The conclusion discusses implementing customer loyalty programs based on the findings.
70. THE LOYALTY POINT
www.theloyaltypoint.com.au
Directivity
Adam Posner
t. 0433 818190
e. adam@directivity.com.au
w. directivity.com.au
Citrus
Peter Noble
Level 8, 100 Albert Road
South Melbourne
Victoria Australia 3205
t. +613 9681 5333
e. peter.noble@citrus.com.au
w. citrus.com.au