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)

500friends sees a 'great loyalty reset' coming

Predicting the future of retail & CPG loyalty

The report, entitled 'The Great Loyalty Reset: Defining the Future of Loyalty for Retail and CPG Brands', provides recommendations for loyalty program managers as they navigate a constantly evolving marketplace and a global pool of consumers whose shopping behaviors can be unpredictable.

Based on a survey of 200 loyalty program managers and 1,000 consumers in North America, Europe, UK and Asia, the report suggests that the loyalty industry as a whole needs to re-examine the current state of program effectiveness across a variety of parameters.

Repositioning for 'Connected Loyalty' calls for new ways of developing, delivering, and measuring success for today's loyalty programs, the report says. Case studies from UGG Rewards and 1-800-FLOWERS.com provide compelling examples of connected loyalty in today's retail environment, reinforcing how consumers now rely more on connected mobile devices to shop, and how they interact with retailers and brands across multiple touchpoints and channels.

According to the report:

• While loyalty program managers profess to have a 360-degree view of their members, consumers say they often feel as if "the brand doesn't get me".
• Some 50% of consumers have quit a loyalty program, and those who leave are prone to shop less with the brand or abandon it entirely.
• Some 86% of consumers who like a loyalty program will shop more, and of those, 58% will shop 15% or more with their retailer/brand of choice.

"Today's loyalty programs must evolve to capture the opportunity that digital marketers have created for retailers around the shopping experience. Consumers demand a personalized and memorable engagement with a brand," said Michael Hemsey, president of 500friends. "It is clear from our study that loyalty programs have been undervalued for their impact on overall brand health and growth."

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)