Editors' News Digest - Customer Loyalty News Cleaned, Chopped & Topped With Our Editors' Sauce

Editors' Digest

Issue 2013.05.20

Issue 2013.05.20
Loyalty Execution
Study of top loyalty programs puts spotlight on 4 critical factors that drive program impact
CX on Mobile
Mobile technologies put pressure on brands to meet customers new CX expectations around smartphones
CX Strategy
Companies need to start with CX basics and see if they're getting them right
CX Strategy
Implementing a CRM for internal reasons doesn't make your company 'customer centric' or CX focused
VOC Strategy
3 ways to take strong VoC programs to the next level
CX Impact
UK auto industry study shows that any effort to improve CX and CSat depends on having benchmarks (standards) in place

E D I T O R S' D I G E S T Issue 2013.04.25

VOC Impact

Business decisions (particularly when they're disruptive) are difficult ... so what can help?

Loyalty Infrastructure

Plink demonstrates that loyalty can be augmented even by shared rewards program

Loyalty Strategy

Can rewards cause a u-turn in behavior? We doubt it but Perk thinks so.

CX on Social

Technology key as companies take on social media and turn pressure point into opportunity

VOC Strategy

Internalization a key factor in customer programs success potential

VOC Execution

Travel industry tiff highlight vulnerability areas of customer satisfaction surveys

E D I T O R S' D I G E S T Issue 2013.04.03

VOC Strategy

"No, no. Run into the fire" says Medallia with new offering for travel providers. A lesson for all industries.

Loyalty Strategy

Starbucks centres growth plans around loyalty programs and uses technology and innovation to drive impact levels

CX Strategy

Domino's plots new strategy in saturated market by abandoning its focus on speed and instead putting emphasis on quality and customer experience

Loyalty Industry

The big McDonald's disconnect: why food quality doesn't affect customer loyalty

VOC Execution

Travel industry tiff highlight vulnerability areas of customer satisfaction surveys

Loyalty Impact

Scotland independent (SMB) retailers team up on loyalty programs to take the big players

E D I T O R S' D I G E S T Issue 2013.03.11

CX Strategy

Are banks starting to turn the corner on customer centricity?

Loyalty Strategy

Defining the lifetime value of a customer in terms of reven AND influence on social media

Loyalty Execution

Simplfying rewards risks neutralizing many of their potentilal impact areas

Loyalty Strategy

Canadian retailer takes on new competitors with aggressive revamping of loyalty programs

Loyalty Strategy

Pharmacists miss the mark by not fine-tuning and fully leveraging loyalty programs

CX Strategy

Video fits the bill, literally, as telcos and cable providers look to new personalized video billing technology to drive CX

E D I T O R S' D I G E S T Issue 2013.02.08

Loyalty Strategy

Canadian retailer takes on new competitors with aggressive revamping of loyalty programs

VOC Strategy

Internalization a key factor in customer programs success potential

Loyalty Industry

The big McDonald's disconnect: why food quality doesn't affect customer loyalty

VOC Strategy

State government focuses CSat surveys on key decisions and department KPIs

VOC on Social

Social media has forced businesses to make decisions live under a 'spotlight'

VOC Strategy

3 ways to take strong VoC programs to the next level

E D I T O R S' D I G E S T Issue 2012.11.27

CX Impact

UK auto industry study shows that any effort to improve CX and CSat depends on having benchmarks (standards) in place

CX on Mobile

Foresee partnership highlights the evolving multiple roles of mobile in customer lifecycle

CX Strategy

Lower bank CSat scores for SMB customers vs retail consumers shows shortfall of targeted CX

CX on Mobile

Mobile trends put pressure on SMBs to put it at the centre of their business strategy

CX Strategy

Two keys to CX success: #1 Centre your business around it and #2 Measure and benchmark your success in it

CX Impact

Apple's customer loyalty under threat but will defections materialize in big numbers?

E D I T O R S' D I G E S T Issue 2012.11.13

VOC Execution

Mexican insurance co shows that customers want to be heard by the president of the company

CX Strategy

Breaking free of the typical technology mindset, Adaptive Planning leverage CX to drive adoption of cloud based solution

Loyalty Execution

Lack of CX domain expertise a key factor in companies failing to successfully execute well intentioned CX programs

Loyalty Industry

Recognizing a product or customer type's importance to your busines helps focus CX efforts

VOC on Social

Cross platform capture of VOC is critical to connecting with younger generations of buyers

CX on Social

LiveOps empowers companies to be more aware of social feedback that is currently going unnoticed

E D I T O R S' D I G E S T Issue 2012.11.02

Loyalty on Mobile

As consumers continue to accept and participate in cutting edge loyalty programs, their expectations are evolving

CX on Mobile

For successful mobile engagement over the long term, a controlled multi-channel approach is the key

VOC Execution

VOC is an ongoing effort in B2B businesses as customers own economic and business challenges keep shifting

Loyalty Strategy

Member Loyalty Group provides innovative solution for empowering NPS programs of credit unions

CX Impact

Study shows that enhanced CX is a cure for macroeconomic driven drops in customer satisfaction levels

Loyalty on Mobile

Express targets timeliness of communications and signup 'fall off' with bar code enabled mobile loyalty system

E D I T O R S' D I G E S T Issue 2012.10.26

CX on Social

Consumers say customer service will soon be dominated by social media but the majority of brands are choosing to ignore it.

VOC on Social

Restaurant demonstrates how breaking the rules of new social media driven world goes wrong

VOC Strategy

Tough decision ahead? Excluding customers from the process makes it easy for them to take aim at your plans.

CX Strategy

Wal-mart Amex Partnership exploits gaping CX hole created by predatory banking practices

Loyalty on Mobile

PointsPay's new mobile loyalty wallet delivers double win-turns rewards into cash and let you access them on mobile

Loyalty Execution

If engagement and data collection are key, why are so many merchants setting the effort bar so high for customer participation in loyalty programs?

E D I T O R S' D I G E S T Issue -0001.11.30

VOC Impact

Business decisions (particularly when they're disruptive) are difficult ... so what can help?

Loyalty Infrastructure

Plink demonstrates that loyalty can be augmented even by shared rewards program

Loyalty Strategy

Can rewards cause a u-turn in behavior? We doubt it but Perk thinks so.

CX on Social

Technology key as companies take on social media and turn pressure point into opportunity

Loyalty Industry

The big McDonald's disconnect: why food quality doesn't affect customer loyalty

VOC Strategy

3 ways to take strong VoC programs to the next level