Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Personality.

Brands 110

Brands Retail Consulting Touchpoint 110

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Enough about our teacher, on to the lesson….

Brands 140

Brands Entertainment Customer Expectations Meeting 140

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : Customer Loyalty is Alive and Well : Can we just stop trying to relabel “customer loyalty” as “customer engagement?” The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. Loyalty is a data-driven ecosystem, so that’s hugely powerful.””

Brands 54

Brands Retail Loyalty Fashion 54

Oracle

APRIL 4, 2018

As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates.

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. The post Guest Blog: Reasons Why Eco-entrepreneurs Succeed in Winning Customer Loyalty appeared first on Shep Hyken. Shep Hyken.

Loyalty 87

Loyalty Policies Consumers Exercises 87

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. We’ll get into further detail later: Brand. The Seven Work Streams.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

ijgolding

NOVEMBER 8, 2016

Over the years, businesses in other industries have worked hard to turn people into FANS of their brands. Many people were willing to buy in to the Ryanair proposition of ‘low fares guaranteed’, but without liking what the brand stood for. In 2014, Leyton Orient was a business with heart and soul.

Sports 237

Sports Entertainment Airlines Customer Base 237

Beyond Philosophy

JUNE 9, 2015

In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Loyalty 60

Loyalty Loyalty Programs Airlines B2C 60

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. Competition in the marketplace is fierce.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

ijgolding

SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. Disney is a brand that is synonymous with great ‘branded customer experiences’ – this highlights exactly why. What a phenomenal way of dealing with a customer enquiry!! Not only did Brian receive a postal response, he also received the following email: Subject. Disney Store.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Prevent customers from making negative associations with your brand by creating positive microinteractions. Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Social Media ninjas?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. How can your brand adopt a customer service mobile strategy?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

CSM Magazine

DECEMBER 8, 2015

Marks & Spencer has topped a poll to find out to which clothing brand or retailer UK shoppers are most loyal. The survey, conducted by apparel fit preference specialist Fits.me, asked over 2,000 UK adults to identify up to three clothing brands or retailers to which they consider themselves most loyal. M&S 12.0%. Next 9.6%.

Loyalty 40

Loyalty Apparel Survey Retail 40

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. Published on: November 01, 2017.

Brands 49

Brands Customer Experience Self Service Social Media 49

Maru Group

AUGUST 4, 2022

Sony first launched their cloud gaming platform PlayStation Now in 2014, with Xbox Game Pass launching in 2017. There is a possibility that cloud gaming will see brand loyalty diminish in the gaming sphere as barriers to switching rapidly erode.

Entertainment 76

Entertainment Comparison Loyalty Groups 76

Alida

MARCH 21, 2018

Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. At Vision Critical, our experience working with thousands of brands tells us that a relationship-based approach to customer intelligence delivers better research and customer experience, and independent research backs this up.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

NetBase

AUGUST 4, 2020

Sometimes the next big thing for a brand is found in the places where there is a small amount of buzz, but not enough to make it immediately identifiable. Competitive intelligence that identifies new opportunities for your brand. Using social listening to solve consumer and brand concerns. Understanding White Space.

Social Media 83

Social Media How To Consumers Brands 83

Retently

MAY 9, 2024

Investing in customer-centric cultures, using data-driven insights for strategic decisions, creating impactful loyalty programs, and leveraging customer feedback for continuous improvement are essential strategies for successful long-term customer retention. Make your loyalty programs flexible and responsive to the needs of your customers.

Customer Retention 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Customer Bliss

JANUARY 19, 2018

It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad. ” Now THIS is deciding to be real.

Retail 135

Retail Connections Culture Study 135

Maru Group

NOVEMBER 28, 2018

Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Year-on-year, brand advocacy across retail websites is down. Black Friday does little for future loyalty. The impact on customer experience.

Loyalty 45

Loyalty Customer Experience Retail Analysis 45

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. Customers no longer rely on a brand’s reputation to gauge the value of a product.

Sales 172

Sales eBook Study Social Media 172

Service Untitled

MARCH 24, 2014

In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key. And why does this happen?

Loyalty 58

Loyalty Loyalty Programs Rewards Programs Transportation 58

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.

Customer Experience 93

Customer Experience Loyalty Report Customer Experience Management 93

ijgolding

JUNE 25, 2018

Winning customer loyalty is like running a marathon?, It is also highly likely that I too have written very positively about brands and their customer centric behaviour in the past – only for them now to have ‘slipped backwards’ since. They are the epitome of a brand delivering random experiences.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Michelli Experience

DECEMBER 23, 2015

So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more referrals, you are certainly not alone ! By 2014, Mercedes-Benz USA had risen to the top of the J D. Each area offers different benefits to customers.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Maru Group

NOVEMBER 28, 2018

Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Year-on-year, brand advocacy across retail websites is down. Black Friday does little for future loyalty. The impact on customer experience.

Loyalty 40

Loyalty Customer Experience Retail Analysis 40

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Brand (R)evaluations. Most companies with great customer experience also have strong brand identities. It’s a hot topic.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” And while not every customer may be an online journalist, every delighted customer will feel better about your brand, product, or service. Building a great customer service team allows you to WOW customers and grow loyalty. They’ll help you to: Grow customer loyalty.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Customer Interactions

JULY 7, 2015

And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%. Although customers these days are less loyal than ever (witness the rapid downfall of Nokia), they will develop an intense loyalty to up to five brands that they feel emotionally attached to.

Customer Retention 28

Customer Retention Loyalty Brands Customer Engagement 28