We're back with another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. Today we're diving into the chanel-less CX mindset, why grocery loyalty programs delivery perks can be costly, and how feedback loops can help increase profits and prevent churn.
"A customer expects to have a consistent experience across every touchpoint and interaction with the brand. It’s the marketer who think in terms of channels, not the customer. While omnichannel marketing is having its CX moment, there is merit to considering a ‘channel-less’ approach to CX – which is essentially a mindset change."
"A study spanning five countries finds that fast home delivery of groceries could make consumers more loyal to the grocers that offer them. But industry executives surveyed say current models are unsustainable."
"Closing the loop is a critical step in monetizing your customer feedback strategy. It can help you not only retain customers who make it very clear that they are at danger of leaving, but also bring in new revenue by making it easy for happy customers to spend more and spread the word among their friends."
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