Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Brand loyalty programs are critical during a pandemic

But what are customers' true reward expectations?

The daVinci Loyalty Study, highlighted the importance of loyalty rewards and experience in growing and sustaining loyal customers. During a time when marketers in many industries are unable to engage customers using tactics relied on before the outbreak of COVID-19, maintaining brand loyalty is crucial to hold on to a core customer base.

"The insights from this study identify the importance of loyalty programs and making enrollment, engagement and reward distribution mobile-first and easy to use. They also identify the importance of prioritizing reward choice and relevancy based on specific customer base, product usability and traits," explained Rodney Mason, daVinci Payments' Chief Revenue Officer.

The study revealed consumers' favourite loyalty programs by brand and also identified the best loyalty programs by industry, along with the industries with the highest loyalty program participation rates and regional brands that are outperforming national brands despite their limited reach.

In total, 161 brands were identified as having a consumer favorite loyalty program. It is no surprise that the runaway favorite has enrolled 75% of all US adults. But many regional, smaller brands punched above their weight in recognition, in large part because they simply offer the kind of loyalty programs their customers cannot find from large national brands.

Among the favourite brands cited for their loyalty initiatives were 7-Eleven, AT&T, Alaska Airlines, Amazon, Ah Yes!, American Airlines, American Express, Auto Zone, Bath and Body Works, Best Buy, Coke, Costco, CVS, Discover Card, Fetch Rewards, Game Stop, Hilton, iBotta, Kellogg's, Marriott, Pepsi, Rakuten, Starbuck's, State Farm, Southwest Airlines, Speedway, Uber, Ulta Beauty and Walgreens.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)