loyalty

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal measures and behavioural measures. Too often, CX leaders lean on one or the other, but delivering reliable CX results requires

Many marketing leaders today are responsible for CX and customer retention in addition to traditional marketing activities oriented to awareness, consideration and acquisition. As a result, they’re not only asking what makes customers buy products in the first place, but also why customers leave. Common questions include: Do our customers

Brands do not (and should not) improve customer experience (CX) simply because it feels right to have happier customers. The reason to invest in CX is to deliver more loyal customers—customers who spend more, churn less, are less costly to serve, inclined to recommend or refer others, and more likely

Blockchain won’t solve all your problems. However, when applied to suitable use cases the emerging technology has the potential to remove unnecessary “middlemen” and disrupt some well established industries. That’s the view of Gennady Volchek, CEO and founder of Shping, a blockchain-based customer loyalty platform that claims the new technology

Qantas has promoted marketer Olivia Wirth to CEO of its loyalty business, while Vanessa Hudson will take on the role of Chief Customer Officer. The changes follow the resignation of current Loyalty CEO Jayne Hrdlicka, who announced her departure from the airline in December last year. WHICH-50 Reader Survey: Help

The number of QR code coupons redeemed via mobile will reach 5.3 billion by 2022, up from an estimated 1.3 billion in 2017, according to a new study from Juniper Research. The new research, Mobile & Online Coupons: Leading Vendors, Technologies & Market Forecasts 2017-2022 finds that the use of

Life would be so much easier without customers. Their expectations never stop rising, and in an era when cost to entry for many markets is effectively zero, new providers are helping to cultivate an environment of near comical disloyalty. (Ask any Groupon vendor, if you want to know what that

Digital disruption is leading to an unprecedented erosion of brand loyalty across key industries, creating a ‘switching’ economy valued at over $US6 trillion, according to a new report by consultancy group, Accenture. Titled ‘Customer 2020: Are you future-ready or reliving the past?’, the reportfinds that a surprising proportion of companies