Customer loyalty is the currency that sustains growth in almost any company. It means better business outcomes in key metrics like: Increased Revenues More Referrals Lower Cost to Serve Fewer Complaints Greater Forgiveness and much more. The question Valerie Peck, long time CX luminary, thought leader, and Managing Director of SuiteCX and I explore is what role do loyalty programs play and what role should they play in earning customer loyalty that's more than transactional. In this episode, we explore some important questions such as: 1. How do loyalty programs impact customer behavior, and what are the emotional components at play in these programs? 2. What are the potential downsides of loyalty programs, and how can companies navigate these to maintain customer loyalty without negative impacts? 3. In what ways could companies strategically design loyalty programs to drive repurchase and revenue, while also maintaining customer satisfaction and loyalty? Meet Valerie! Valerie is the Managing Director of SuiteCX by QuestionPro. She is a senior executive with several start ups under her belt. She has deep experience in the CEM space as well in developing new products/practices at companies such as Pacific Bell, KPMG, PwC and StorageTek. In 2022, under her leadership, SuiteCX was merged into the QuestionPro Group as a wholly owned business. Her focus as managing director remains as the main evangelist, cheer leader and deal-maker for SuiteCX. She has over 25 years experience in building new businesses and making them profitable. Contact info: https://www.linkedin.com/in/valerie-peck-4b143 Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related