Patient Experience Trends Shaping a Human-Centric Approach to Healthcare

  • November 29 2021
  • Resource: Loyalty Today
  • Layne Anonsen, SMG

The last 18 months have created unprecedented challenges for the healthcare industry, and the ramifications are likely to be lasting. Given the challenges at hand, it has never been more important for healthcare organizations to give a voice to...Read More

Developments For 2021 Holiday Shopping Plans—3 Takeaways for Retailers to Plan For

  • October 22 2021
  • Resource: Loyalty Today
  • Kurt Cederman, SMG

The holiday shopping season in 2020 was unlike any other, and retailers have reason to be optimistic about this year’s shopping season. KPMG predicts a historic 7% growth in holiday sales in 2021 and many retail executives are...Read More

Determine the Impact of Your Customer Experience Management Program With This 3-Step ROI Methodology

  • October 06 2021
  • Resource: Loyalty Today
  • Kirsten Moore, SMG

Although most business leaders say it’s critical to demonstrate the financial impact of the customer experience, many don’t know how to quantify ROI. And to add even more pressure, time is of the essence with 52% saying they have...Read More

Sustainability: What Consumers Expect and 3 Actions Restaurant + Grocery Brands Should Take Today

  • August 25 2021
  • Resource: Loyalty Today
  • Kalli Hannam, SMG

“Sustainability” isn’t just a buzzword brands can throw around without taking action or factoring it in to the customer experience. Today’s consumers are more environmentally conscious and are awarding their business...Read More

How to Leverage Digital Invitation Methods to Collect Richer Customer Feedback

  • August 20 2021
  • Resource: Loyalty Today
  • Reuben James, SMG

As customer feedback methods evolve alongside cross-channel interactions, it’s no longer enough to rely on printed invitations from your POS or EHR systems. Consumers are continuing to turn to digital touchpoints, and brands must adopt...Read More

The Economic Impact of A Customer Experience Management Program on Your Business: How to Potentially Develop 550% ROI in 3 Years or Less

  • August 18 2021
  • Resource: Loyalty Today
  • Ken White, SMG

An experience management (XM) program can drive changes across your business that increase loyalty, reduce churn, and generate revenue—and even the smallest changes can have a major impact on your bottom line.In their brief, How...Read More

New Employee Engagement Research Answers Your Top 3 Questions On Overcoming Today’s Challenging Labor Market

  • August 06 2021
  • Resource: Loyalty Today
  • Charles Cornwell, SMG

The pandemic heavily impacted employment across industries, with many companies resorting to layoffs and furloughs to stay afloat. Today, with a record-high increase in job openings and a tight labor market, many organizations are facing a...Read More

Close the Gap Across Touchpoints to Deliver a Consistent Digital Experience

  • July 29 2021
  • Resource: Loyalty Today
  • Chris Bosco, SMG

Customers are turning to digital touchpoints more frequently than ever—in fact, 87% of customers begin product searches online. But brands are struggling to advance their customer experience (CX) strategies to keep pace.This has a lot...Read More

With Accuracy Continuing to Plague the Delivery Experience, a Small Operational Change Made a Big Impact for Church's Chicken

  • July 16 2021
  • Resource: Loyalty Today
  • Jacqui Mueller, SMG

Convenience was already top of mind for most consumers. But a global pandemic has only heightened the focus on convenient choices—and restaurants are meeting that demand with expanded in-house delivery options and delivery partnerships.Yet...Read More

3 Consumer Trends to Track This Summer: How Vaccinations + Relaxed Mask Mandates Will Impact Your Business

  • July 14 2021
  • Resource: Loyalty Today
  • Paul Tiedt, SMG

Consumers are gearing up for a more “normal”-looking summer—one that involves traveling, getting food from restaurants, and shopping in-store. However, while people are feeling more comfortable resuming pre-COVID activities...Read More

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