Digital Transformation can boost the Customer Experience
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! There is a growing international consensus among business and IT decision...
Online marketplaces are at the start of most digital purchases
Consistent product experiences are vital in driving purchases, according to research from Inriver, exploring online shopping behaviours and preferences. This article is copyright 2022 The Best Customer Guide. The research report, entitled "Inside the mind of an online...
Brands turn to contact centres to meet customer expectations
Consumers have raised their service expectations during the COVID-19 pandemic, and many enterprises are turning to contact center providers to keep customers coming back, according to a report from technology research and advisory firm Information Services Group...
Online Sales to account for 40% of all Chain Retail by 2026
Shoppers say they will continue to buy online post-pandemic, and to a greater extent than before the pandemic began, with future online sales being expected to account for almost 40% of all chain retail sales by 2026, according to the annual 'Future Retail Disruption...
Airline miles rewards drive credit card customer satisfaction
In one of the clearest signs yet that businesses in America are ready to get back to normal, airline rewards once again have become one of the top drivers of small business credit card customer satisfaction, according to the J.D. Power '2021 US. Small Business Credit...
6 Ways to super-charge B2B customer experiences
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! The customer experience gap between this year's winning and losing B2B...
Consumers increasingly selective with the data they share
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Increasing data privacy regulations and changes from Apple and Android give...
Customer Experience is key digital transformation driver
Demand for improved customer experience is the top driver of digital transformation in Europe's insurance industry, but with growing digitalization, insurers report increasing security vulnerabilities, according to the second annual 'ISG Pulse of the Insurance...
Loyalty increasingly comes from good customer service
Customer loyalty is being disrupted as consumers rethink their relationships with companies. Although loyalty today is primarily driven by companies' ability to resolve customer issues on first contact, it will increasingly be shaped by how effectively customer...
Brits to go online despite retail re-opening
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Half of UK shoppers said they would do most of their holiday season's...
Reichheld expounds ‘Unbeatable Strategy of Loving Customers’
The world's 'winning companies' - those that truly make the world a better place - deliver 2-3 times the average stock market returns and offer fulfilling work for their employees-often have one thing in common: they put their customers first, ahead of all other...
Aeroplan partners with Oman Air and Air Mauritius
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Oman Air and Air Mauritius have signed up to join the Aeroplan loyalty...
2021 Delphi Report
An exclusive study from The Loyalty Academy and Wise Marketer Research Services in collaboration with Engage People
We collaborated with Engage People, a Toronto-based global loyalty marketing services provider who has established capabilities in the Pay With Points arena. We also solicited the input of select members of the Delphi Panel, a group of global loyalty experts who have participated in our past research reports. Instead of using our traditional Delphi Panel prediction techniques, we went to the marketplace and conducted proprietary research.
First, we reached out to a select group of U.S.-based financial services professionals to get their opinion about Pay With Points as a loyalty mechanism. A brief qualitative survey was conducted in July 2021 with 26 credit card issuers, payment processors, and networks. The survey was administered online and was by invitation only. Anonymity was guaranteed for all respondents.
Second, we conducted a quantitative survey among U.S. cardholders to study consumer understanding of and reaction to Pay With Points as a loyalty marketing concept. This quantitative survey was conducted online with a geographically and demographically balanced panel of 200 respondents in August 2021.
https://thewisemarketer.com/research/2021-delphi-report-pay-with-points-reducing-the-friction-in-loyalty-redemptions/
Consumers want to help improve companies’ CX
While a positive Customer Experience with brands is a primary driver in consumer buying decisions, CX over the past year did not improve or has become even worse, according to The Alida '2021 Global Trends Report: Customer Experience'. However, customers said they are...
Customer Experience is pivotal to business results
There are significant pay-offs - as well as penalties - associated with Customer Experience quality in today's marketplace, with widely loved brands with strong consumer feedback ratings enjoying an average shareholder return that was nearly 110 points higher than the...