Tag: customer loyalty

October 12, 2023

Predictive analytics offers brands a powerful tool to boost customer retention and improve the customer experience. By leveraging data and predictive modeling, brands can gain granular insights into customer behavior and predict the churn risk for each customer. With the […]

October 6, 2023

Fostering brand allegiance and enhancing customer interaction is always the goal. The best path’s just not always clear. It requires connecting to customers on a deep, personal level and simply knowing where their passion is, was and is likely to […]

May 12, 2023

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference, CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record […]

April 24, 2023

When organizations take stock of which practices do the most to boost or protect the bottom line, customer loyalty programs should be near the top of the list. Industry logic says that it typically requires five-to-seven times more investment to […]

January 25, 2023

It’s that time of year when everyone either has New Year’s resolutions or predictions, so I’ll take a swing at the latter. Without further ado, here are a few key trends that I expect we’ll see in 2023, the year […]

September 23, 2022

Marketing’s role beyond the point of sale is a gray area. While we’d all broadly agree that our job is to create demand by helping businesses recognize they have problems, fewer would agree that keeping new customers happy should be […]

September 14, 2022

Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from […]

November 12, 2021

RACE focuses on how to improve your marketing across the full customer lifecycle from creating awareness to build an audience, encouraging interaction and lead generation, to purchase, and then customer loyalty. When looking at how to market Software as a […]

September 7, 2021

Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that […]

December 7, 2020

The customer loyalty market is in a state of flux. While physical cards decline amidst low-contact social distancing, notifications and emails from my favourite brands are more targeted (and appealing!) than ever. With marketing budgets tightening, customer engagement is a […]

October 15, 2020

Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet […]

January 9, 2020

Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives. Despite that, American Express research found a significant increase in consumer satisfaction in recent years. However, […]

July 29, 2019

Usually when you read about fulfillment, the discussion is focused on some logistical or technical aspect of delivering goods to customers. Of course, there are many operational tasks and backend processes that all must harmonize in order to make it […]

September 1, 2016

Most developers have one thing in mind when they build a mobile app: Getting users to download it. But ironically, that mindset is why the majority of apps fail. Make New Customers, Keep the Old Ones Acquiring new users is […]

February 26, 2016

Nordstrom, a longtime leader in customer service in-store, is learning how expensive a merged channel strategy is. But as it fights its way through new costs, it is illustrating the changing nature of retail itself. What is the cost of […]

February 17, 2016

Statistics represent more than just numbers on a page. Those facts, figures, and percentages tell the stories of brands – where they succeeded, where they fell short, and how they plan to approach their next chapters. They can also tell […]

February 13, 2015

We’re seeing quite a change when it comes to digital marketing and this infographic from Smart Insights breaks down the strategies and provides some data that speaks well to the change. From an agency standpoint, we’re watching as more and […]