Loyalty & Connected Membership

Introducing the Concentrix Catalyst Loyalty ROI Simulator When making decisions around re-designing a loyalty program, marketers always want to know the return on investment (ROI) of the new loyalty... Read more

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... Read more

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... Read more

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer... Read more

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program... Read more

The dreaded customer satisfaction survey Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive... Read more

As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the agenda. Marketers now know... Read more

In a recent article in the Harvard Business Review, the title says that “Customer Loyalty Is Overrated.” “The death of sustainable competitive advantage has been greatly exaggerated,” the article... Read more

On January 13, Delta emailed me my 2016 year-end SkyMiles statement. I had just started using the SkyMiles program a few months before, and had earned about two-thirds of... Read more

The science and art of measuring marketing effectiveness, especially when it comes to tracking customer lifetime value, has been an evolving organizational discipline within enterprise businesses for a number... Read more