Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy 138

Strategy CEM Customer Experience Banking 138

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Colin is an international author of six bestselling books and an engaging keynote speaker.

Banking 141

Banking Financial Consulting Customer Experience 141

Customer Bliss

APRIL 26, 2016

We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team. Key Summary Of Discussion. ” — Margie.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her? This sounds deceptively simple.

Customer Experience 110

Customer Experience eBook Social Media Customer Journeys 110

ECXO

JULY 8, 2024

By gaining insights into how customers process information, make decisions, and react to stimuli, businesses can create more personalized, engaging, and impactful experiences that truly resonate with their audience. Emotional intelligence has been linked to improved customer satisfaction, loyalty, and word-of-mouth recommendation.

Customer Experience 194

Customer Experience How To Exercises Study 194

Experience Investigators by 360Connext

MARCH 30, 2021

In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day? Tumblr let people know about service interruptions with their much-memed TumblBeasts.

Customer Journeys 251

Customer Journeys Examples Brands Video 251

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She didn’t disappoint. About Catherine. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customer Bliss

MAY 3, 2017

We’ve found that the type of environment that motivates and engages Controllers is the exact opposite of what is actually found in most service organizations. This is, by far, the biggest challenge facing service organizations looking to build a more Controller-focused frontline. Matt holds a Ph.D.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Personalized customer experiences drive up customer loyalty.

Customer Experience 106

Customer Experience Self Service Advertising Customer Expectations 106

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Resources 52

Beyond Philosophy

NOVEMBER 4, 2014

29 July 2011. . < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 19 August 2014. < < [link].

CEM 113

CEM Conference Customer Centricity Consumers 113

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? Don’t believe me?

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Dante Otero. Manager, Partner & Customer Experience.

Customer Success 78

Customer Success Meeting Lifetime Customer Consulting 78

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 138

Retail Consulting Sales Customer Experience 138

Wired and Dangerous

JUNE 26, 2018

This Picky-Fickle-Vocal moniker represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. Politicians keep secret the number of paramilitary civilians fighting in a trouble spot to disguise the true size of the military engagement–a number the public would not tolerate.

Social Media 79

Social Media Policies Advertising Loyalty 79

Service Untitled

SEPTEMBER 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Service Untitled

FEBRUARY 6, 2013

If all goes well during a purchase or service, chances are the tweets, emails, and text message applications so readily available have helped to engage our customers with loyalty programs, discounts, rewards, and product information. How to improve customer service in the digital world Wachovia turned into Wells Fargo in March 2011.

Customer Service 83

Customer Service Social Media Loyalty Programs Financial 83

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. A fulfilled employee is more engaged at work and with your customers. I love repeat business. The next step is loyal repeat business.

Customer Service 88

Customer Service Government Employee Experience Video 88

ProProfs Chat

JULY 19, 2019

Building brand loyalty is the biggest challenge faced by businesses in the digital age. For 96% of customers, customer service is important for brand loyalty. In other words, the key to cultivating loyalty among customers is to provide incredible customer experience. More switching power. More influence over other customers.

Infographics 93

Infographics Customer Experience Omni-Channel Poor Customer Service 93

ShepHyken

MARCH 21, 2017

Easy to do business with has now become a greater predictor of customer loyalty than customer satisfaction. Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. Top Takeaways: If you are in a service industry, competence is the price of entry.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Inbenta

AUGUST 11, 2022

Inbenta’s Neuro-Symbolic AI and Natural Language Processing technology automates customer interactions, improves customer satisfaction and brand loyalty and offers a far superior user experience. In a fully digital world, human and emotional connections have become essential to growing customer bases and increasing brand loyalty.

Report 64

Report Chatbots Ecommerce Travel 64

Wired and Dangerous

JANUARY 11, 2016

This Picky-Fickle-Vocal moniker represents a dramatic shift in what is required to ensure customer loyalty — the stuff of growth and profits. Politicians keep secret the number of paramilitary civilians fighting in a trouble spot to disguise the true size of military engagement — a number the public would not tolerate.

Social Media 70

Social Media Policies Advertising Customers 70

delighted

MAY 20, 2022

Startups face numerous challenges that are pivotal to success or failure: customer loyalty, employee engagement, product/market fit, and more. Elston also founded Yobongo, which was acquired in 2011, and was the former Vice President of Products for Justin.tv. Prior to starting Delighted, he led the team that created Mosaic.

Customer Experience 93

Customer Experience Net Promoter Score Effort Score Feedback 93

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs Brands 40

Wired and Dangerous

JANUARY 1, 2018

This Picky-Fickle-Vocal moniker represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. Politicians keep secret the number of paramilitary civilians fighting in a trouble spot to disguise the true size of the military engagement–a number the public would not tolerate.

Social Media 70

Social Media Policies Advertising Connections 70

Pretium Solutions

NOVEMBER 4, 2011

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. Pretium Solutions calls this new conversation The Golden Touchpoint™.

Net Promoter Score 49

Net Promoter Score Brands Touchpoint Loyalty 49

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. We brought the industry’s first customer engagement hub to market. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

DECEMBER 19, 2016

In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation. Good deeds build value & loyalty. These companies understand that businesses can use good deeds to build value and customer loyalty. Revolutionary Thinking on Customer Loyalty.

Sales 60

Sales Banking Retail Effort Score 60

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. You can engage audiences at every stage. Goals: Inbound marketing aims to establish long-term relationships and brand loyalty.

Marketing 93

Marketing Social Media B2C Advertising 93

Service Untitled

JANUARY 13, 2012

Stabucks UK has a lot of unhappy customers today after the company decided to change the terms of their loyalty program. Now it seems that Facebook is buzzing with caffeinated complaints because of the changes as consumers post everything from their disappointments to threats of shredding their loyalty cards.

Loyalty Programs 51

Loyalty Programs Rewards Programs Loyalty Customer Service Representative 51

Michelli Experience

DECEMBER 27, 2017

Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. For example, one need look no further than early numbers from the 2017 Christmas shopping season. Year-over-year numbers are up 4.9%. Yes, Virginia, there is retail in America, and it is not on the verge of collapse.

Retail 100

Retail Consulting Sales Customer Experience 100

SurveySensum

JULY 14, 2020

Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Retently

AUGUST 15, 2018

Top-notch customer service starts with excellent employee satisfaction and engagement. When you empower your employees, they feel more responsible and engaged. And when they are more engaged, they are more likely to offer customers unforgettable experiences. And employee engagement is critical to guest engagement.”

Examples 88

Examples Customer Service Social Media Hotels 88

Team Support

MAY 23, 2024

Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support. Feedback is solicited through in-app surveys after each chat session, generating heavy engagement. As the company grew and customer inquiries skyrocketed, the company needed a new approach. Enter TeamSupport.

Software 52

Software Effort Score e-support Customer Satisfaction 52