Companies must move beyond customer satisfaction metrics, using social sentiment and behavioral observations to accurately assess the customer's true brand loyalty.
The document discusses building customer loyalty by focusing on trust, connection, and purpose. It suggests that satisfaction does not equal loyalty and outlines four types of customers: loyal, predisposed, transactional, and hostile. It emphasizes establishing trust through competency, integrity, consistency and capacity. It stresses building connection by remembering, knowing, including, and aligning with customers. It also highlights the importance of communicating a company's why, who, and promise to customers in order to build loyalty. The document advocates exceeding both customer and employee expectations to create loyalty.
The document discusses various ways that companies can build and maintain customer loyalty. It suggests that loyalty programs should make customers feel valued through rewards, privileges, personalized experiences and special treatment. The document also presents loyalty from both a business and customer perspective, emphasizing the importance of keeping customers engaged through feedback, communication and shared experiences.
Developing a deeper relationship with customers by providing a mobile app that customers use daily increases brand awareness over time. Rewarding loyal customers' loyalty and allowing two-way engagement where customers feel like they belong to an exclusive fan club further develops loyalty. Making it easy for loyal customers to contact and communicate with the business through the app, including sending reminders about deals and events, demonstrates care for customers and increases their loyalty.
The loyalty platform enables retailers from various consumer markets to build relationships with customers through a united or single-brand loyalty system. The platform provides tools for customers like payment cards, e-money transfers, and rewards for purchases. Merchants can benefit from advertising management, data analytics, and marketing tools to attract new customers, increase sales and retain existing customers. The platform owner provides services to merchants like support, campaign management, and processing of the loyalty program.
Meet the Winners of the 2013 Gartner & 1to1 Media CRM Excellence Awards1to1 Media
Through our joint awards program, 1to1 Media and Gartner spotlight excellence among organizations that have swept past their competition by implementing enterprise-wide customer-focused strategies that significantly improve business performance.
Meet the Winners of the 2014 Gartner & 1to1 Media CRM Excellence Awards1to1 Media
Through our joint awards program, 1to1 Media and Gartner spotlight excellence among organizations that have swept past their competition by implementing enterprise-wide customer-focused strategies that significantly improve business performance.
Customer Experience is a brand’s differentiator. It can mean the difference between a loyal customer and one who deflects in search of a relevant, personalized experience. Here, 1to1 Media and SurveyMonkey surveyed 504 consumers to learn how critical customer experience is when interacting with a brand.
Mobile apps are ubiquitous. With more than 1.5 million apps in Apple's App Store alone, there's an app for nearly everything. Consumers’ app usage correlates to their growing availability. In response, marketers must adapt their mobile strategies to
better serve customers’ needs and expectations. 1to1 Media, with its partner SurveyMonkey, polled 578 U.S. consumers about their mobile app usage and preferences to help guide your app strategy.
The document discusses building customer loyalty by focusing on trust, connection, and purpose. It suggests that satisfaction does not equal loyalty and outlines four types of customers: loyal, predisposed, transactional, and hostile. It emphasizes establishing trust through competency, integrity, consistency and capacity. It stresses building connection by remembering, knowing, including, and aligning with customers. It also highlights the importance of communicating a company's why, who, and promise to customers in order to build loyalty. The document advocates exceeding both customer and employee expectations to create loyalty.
The document discusses various ways that companies can build and maintain customer loyalty. It suggests that loyalty programs should make customers feel valued through rewards, privileges, personalized experiences and special treatment. The document also presents loyalty from both a business and customer perspective, emphasizing the importance of keeping customers engaged through feedback, communication and shared experiences.
Developing a deeper relationship with customers by providing a mobile app that customers use daily increases brand awareness over time. Rewarding loyal customers' loyalty and allowing two-way engagement where customers feel like they belong to an exclusive fan club further develops loyalty. Making it easy for loyal customers to contact and communicate with the business through the app, including sending reminders about deals and events, demonstrates care for customers and increases their loyalty.
The loyalty platform enables retailers from various consumer markets to build relationships with customers through a united or single-brand loyalty system. The platform provides tools for customers like payment cards, e-money transfers, and rewards for purchases. Merchants can benefit from advertising management, data analytics, and marketing tools to attract new customers, increase sales and retain existing customers. The platform owner provides services to merchants like support, campaign management, and processing of the loyalty program.
Meet the Winners of the 2013 Gartner & 1to1 Media CRM Excellence Awards1to1 Media
Through our joint awards program, 1to1 Media and Gartner spotlight excellence among organizations that have swept past their competition by implementing enterprise-wide customer-focused strategies that significantly improve business performance.
Meet the Winners of the 2014 Gartner & 1to1 Media CRM Excellence Awards1to1 Media
Through our joint awards program, 1to1 Media and Gartner spotlight excellence among organizations that have swept past their competition by implementing enterprise-wide customer-focused strategies that significantly improve business performance.
Customer Experience is a brand’s differentiator. It can mean the difference between a loyal customer and one who deflects in search of a relevant, personalized experience. Here, 1to1 Media and SurveyMonkey surveyed 504 consumers to learn how critical customer experience is when interacting with a brand.
Mobile apps are ubiquitous. With more than 1.5 million apps in Apple's App Store alone, there's an app for nearly everything. Consumers’ app usage correlates to their growing availability. In response, marketers must adapt their mobile strategies to
better serve customers’ needs and expectations. 1to1 Media, with its partner SurveyMonkey, polled 578 U.S. consumers about their mobile app usage and preferences to help guide your app strategy.
Meet our 2015 1to1 Media Customer Champions!1to1 Media
1to1 Media congratulates its 2015 Customer Champions—customer-centric leaders who understand that engaged customers make a positive bottom-line impact.
Building and maintaining a loyal customer base isn’t easy. It takes more than just a good product or service to earn a customer’s devotion. Offering a rewards program isn’t enough, either. Given the voluminous number of loyalty programs available to consumers, brands must find innovative ways to engage today's empowered shoppers. A snapshot look at the loyalty landscape underscores the need and opportunity for brands to offer more engaging rewards programs.
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...1to1 Media
Here are a few highlights from our dinner celebrating the winners from the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards.
Through our joint awards program, 1to1 Media and Gartner honor leading customer experience organizations and spotlight the standards of excellence among these organizations that have taken a customer-centric approach to improving their business performance. Winners were selected by a panel of judges that consisted of Gartner analysts and the 1to1 Media editorial staff.
This year's event was held on the eve of Gartner's Customer 360 Summit at Vela inside the San Diego Bayfront Hilton.
Infographic: Harnessing the Power of Customer Service 1to1 Media
In today’s interconnected and hyper-social world, consumers have little patience for poor customer
service. Companies are under pressure to meet customer expectations for optimal service. As
business leaders assess their customer strategies, here’s a snapshot look at why savvy companies
are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino
Infographic: Tackling the Employee Engagement Challenge1to1 Media
Building and retaining a team of dedicated employees is a critical challenge for companies of all sizes. Engaged employees help grow a company’s bottom line, but business leaders need to give those employees compelling reasons to stay. As organizations invest in strategies to foster an engaged workforce, here are several survey results to keep in mind.
Omnichannel experiences have become essential for retailers as many consumers now expect a seamless shopping experience across multiple channels like e-commerce, mobile, in-store, and social media. Retailers face increasing pressure to provide consistent experiences for consumers regardless of which channel they use. A snapshot of customer expectations and trends shows that over one-third of consumers use two or more channels for purchases, many won't visit stores without online inventory data, and the majority are omnichannel shoppers.
Each year 1to1 Media selects 12 executives as 1to1 Media Customer Champions -- customer-centric leaders who understand that engaged customers make a positive bottom-line impact. They're innovative, determined, and creative leaders who treat customers as the valuable resource they are.
Each year 1to1 Media selects 12 executives as 1to1 Media Customer Champions -- customer-centric leaders who understand that engaged customers make a positive bottom-line impact. They're innovative, determined, and creative leaders who treat customers as the valuable resource they are.
Placing Customer Centricity at the Heart of Healthcare1to1 Media
A look at how healthcare providers, pharmaceuticals, and health insurers are adapting to the changing customer landscape and evolving their patient experiences. www.1to1media.com
Investments in Customer Centricity Are Seeing Dividends for Financial Service...1to1 Media
A look at how Retail Banks and Insurance Companies are evolving their product-focused missions into customer-centric strategies for financial gains. www.1to1media.com
While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.
2014 Gartner and 1to1 Media CRM Excellence Awards Booklet1to1 Media
The document discusses various companies that have implemented successful customer analytics strategies to improve customer loyalty and business results. It describes how DIRECTV PanAmericana developed a single customer view approach to identify customers at risk of churning and better target them. It also discusses how Hilton Worldwide uses a customer loyalty score metric and problem resolution framework to improve the customer experience and increase loyalty scores by an average of 5.1 points across its brands between 2007-2012.
The document discusses the expanding size and business value of social media. It provides statistics showing how much time users spend on platforms like Facebook, Instagram, and Twitter each month. It also outlines how developing an effective social media strategy can generate website traffic, help brands discover new customers, and improve customer service. However, many companies still lag behind in creating and executing social media strategies to capitalize on these opportunities.
Ebook: The 10 Best Customer Experience Milestones from 20131to1 Media
The document outlines 10 customer experience milestones from 2013, including the Affordable Care Act putting customer centricity at the heart of healthcare, retailers embracing "showrooming" instead of avoiding it, and Netflix's successful comeback through improved customer experience. It concludes by noting the notion of banking stands to radically change.
The Top 10 Defining Moments in Social Media's History1to1 Media
Although a relatively new means of communication, social media has revolutionized the way customers interact with each other and with brands.Here are the top 10 moments social media's history.
Meet the 2013 1to1 Media Customer Champions1to1 Media
Scott Taber of Four Seasons collects customer feedback and shares it with staff to highlight successes, identify issues, and inform training. This helps improve the guest experience at each property.
Julie Bernard of Macy's has driven cultural changes to make the customer a priority in all decisions. She leverages customer data insights throughout the organization to increase relevance and sales.
Karen Mangia of Cisco established listening posts across all customer channels to gather insights and implement process improvements, simplifying their website based on feedback which reduced support inquiries and saved $300 million.
Meet our 2015 1to1 Media Customer Champions!1to1 Media
1to1 Media congratulates its 2015 Customer Champions—customer-centric leaders who understand that engaged customers make a positive bottom-line impact.
Building and maintaining a loyal customer base isn’t easy. It takes more than just a good product or service to earn a customer’s devotion. Offering a rewards program isn’t enough, either. Given the voluminous number of loyalty programs available to consumers, brands must find innovative ways to engage today's empowered shoppers. A snapshot look at the loyalty landscape underscores the need and opportunity for brands to offer more engaging rewards programs.
2015 Gartner & 1to1 Media Customer Experience Excellence Awards Dinner Highli...1to1 Media
Here are a few highlights from our dinner celebrating the winners from the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards.
Through our joint awards program, 1to1 Media and Gartner honor leading customer experience organizations and spotlight the standards of excellence among these organizations that have taken a customer-centric approach to improving their business performance. Winners were selected by a panel of judges that consisted of Gartner analysts and the 1to1 Media editorial staff.
This year's event was held on the eve of Gartner's Customer 360 Summit at Vela inside the San Diego Bayfront Hilton.
Infographic: Harnessing the Power of Customer Service 1to1 Media
In today’s interconnected and hyper-social world, consumers have little patience for poor customer
service. Companies are under pressure to meet customer expectations for optimal service. As
business leaders assess their customer strategies, here’s a snapshot look at why savvy companies
are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino
Infographic: Tackling the Employee Engagement Challenge1to1 Media
Building and retaining a team of dedicated employees is a critical challenge for companies of all sizes. Engaged employees help grow a company’s bottom line, but business leaders need to give those employees compelling reasons to stay. As organizations invest in strategies to foster an engaged workforce, here are several survey results to keep in mind.
Omnichannel experiences have become essential for retailers as many consumers now expect a seamless shopping experience across multiple channels like e-commerce, mobile, in-store, and social media. Retailers face increasing pressure to provide consistent experiences for consumers regardless of which channel they use. A snapshot of customer expectations and trends shows that over one-third of consumers use two or more channels for purchases, many won't visit stores without online inventory data, and the majority are omnichannel shoppers.
Each year 1to1 Media selects 12 executives as 1to1 Media Customer Champions -- customer-centric leaders who understand that engaged customers make a positive bottom-line impact. They're innovative, determined, and creative leaders who treat customers as the valuable resource they are.
Each year 1to1 Media selects 12 executives as 1to1 Media Customer Champions -- customer-centric leaders who understand that engaged customers make a positive bottom-line impact. They're innovative, determined, and creative leaders who treat customers as the valuable resource they are.
Placing Customer Centricity at the Heart of Healthcare1to1 Media
A look at how healthcare providers, pharmaceuticals, and health insurers are adapting to the changing customer landscape and evolving their patient experiences. www.1to1media.com
Investments in Customer Centricity Are Seeing Dividends for Financial Service...1to1 Media
A look at how Retail Banks and Insurance Companies are evolving their product-focused missions into customer-centric strategies for financial gains. www.1to1media.com
While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.
2014 Gartner and 1to1 Media CRM Excellence Awards Booklet1to1 Media
The document discusses various companies that have implemented successful customer analytics strategies to improve customer loyalty and business results. It describes how DIRECTV PanAmericana developed a single customer view approach to identify customers at risk of churning and better target them. It also discusses how Hilton Worldwide uses a customer loyalty score metric and problem resolution framework to improve the customer experience and increase loyalty scores by an average of 5.1 points across its brands between 2007-2012.
The document discusses the expanding size and business value of social media. It provides statistics showing how much time users spend on platforms like Facebook, Instagram, and Twitter each month. It also outlines how developing an effective social media strategy can generate website traffic, help brands discover new customers, and improve customer service. However, many companies still lag behind in creating and executing social media strategies to capitalize on these opportunities.
Ebook: The 10 Best Customer Experience Milestones from 20131to1 Media
The document outlines 10 customer experience milestones from 2013, including the Affordable Care Act putting customer centricity at the heart of healthcare, retailers embracing "showrooming" instead of avoiding it, and Netflix's successful comeback through improved customer experience. It concludes by noting the notion of banking stands to radically change.
The Top 10 Defining Moments in Social Media's History1to1 Media
Although a relatively new means of communication, social media has revolutionized the way customers interact with each other and with brands.Here are the top 10 moments social media's history.
Meet the 2013 1to1 Media Customer Champions1to1 Media
Scott Taber of Four Seasons collects customer feedback and shares it with staff to highlight successes, identify issues, and inform training. This helps improve the guest experience at each property.
Julie Bernard of Macy's has driven cultural changes to make the customer a priority in all decisions. She leverages customer data insights throughout the organization to increase relevance and sales.
Karen Mangia of Cisco established listening posts across all customer channels to gather insights and implement process improvements, simplifying their website based on feedback which reduced support inquiries and saved $300 million.
1. LOYALTY
A Look at the
Loyalty Investment
Consumers today value loyalty, and organizations have been exploring new
integrated loyalty programs to reach customers throughout their buying
journeys with the possibility of turning one-time clients into loyal customers.
Successful loyalty programs go beyond
simply offering points in return for purchases.
Instead, forward-thinking organizations are
striving to give added value to their
most loyal customers, rewarding them
with experience-focused initiatives.
Here is how companies are elevating their
loyalty programs and how customers are
responding.
Organizations spend
$50 billion
on loyalty programs
every year.
Loyalty programs
can generate
up to 20% of a
company’s profits.
55%
adopted social media
marketing tools as
their top loyalty marketing
technology component.
Source: McKinsey & Company
The investments are
working, as…
of leaders have
Source: Aberdeen
Despite these efforts…
30%
ONLY
of hotel loyalty
members are “at risk”
of switching their
preferred brand.
Source: Deloitte
17%
of U.S. consumers
say loyalty programs
influence their
purchase decisions.
Source: Forrester
To read more about customer loyalty, go to:
of Americans participate in
loyalty programs, with most
participating in at least five or
more loyalty programs.
Source: Polaris Marketing Research
"Calculating the Customer's True Loyalty
Score" and "Loyalty's Lift-Off: Gaining
and Retaining Traveler Loyalty"
Loyalty