Maz Iqbal

OCTOBER 14, 2014

As promised, I have been looking at what Nunwood has to say about certain brands. If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. So why is it that so many brands fail to make any meaningful shifts/progress in CX excellence?

Customer Philosophy 91

Customer Philosophy Case Study Customer Experience Employee Engagement 91

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 Loyalty 95

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

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

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

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

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

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

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

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Customers have expectations about your products and services, whether those come from advertising, reviews, or what they''ve heard or what they know about your brand. Your brand promise sets those expectations. customer experience customer loyalty customer retention'

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

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

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

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. 30th July 2014. By 2012, the number had declined to 49,433. We expect the experience we have in a pub to meet and sometimes exceed our expectations. How will it fare? Pub Visited.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

C3Centricity

OCTOBER 1, 2019

That is what touches our customers and makes them feel differently about our brand, company or service. In a video way back in 2014 Tim Cook talked about being " better." The brand is Brompton Bikes, a folding, city bike. In other words they have made their brand a solution for city dwellers.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. We then went on to identify brands with layouts and templates and compiled criteria based on what we thought were excellent examples of help centers. Let’s review….

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

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

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 Customers Industry Loyalty 192

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 88

Loyalty Policies Consumers Exercises 88

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

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 Infographics Customer Experience Video 120

Customers That Stick

OCTOBER 23, 2014

Restoring humanity to healthcare: the key to driving loyalty and growth. Topics include: Profiting from service & solutions: what product companies need to know, Building the world’s largest salon brand: the Great Clips story, Salesforce.com: building to a new vision of outcomes-based service. Day Three: Service Growth and Revenue.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

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

SEPTEMBER 24, 2014

I have already subjected two heavyweight brands in the industry to my Customer Experience Review process – you can read how British Airways and Ryanair fared should you be interested in doing so! 24th September 2014. Both have the same ‘classes’ of travel; the same offers; the same sort of loyalty programmes.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

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 Culture Connections Study 135

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

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

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Her experience spans brand, web, product design, information experience, and business process reinvention. Don’t necessarily just pitch the role. Communication and storytelling.

Leadership 0

Leadership Customer Experience Report Innovation 0

Experience Investigators by 360Connext

JANUARY 30, 2015

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Bliss

JUNE 6, 2017

Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Episode Overview.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

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

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

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

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

Comm100

MARCH 8, 2017

Chelsea Krost is a self-named Millennial spokesperson and brand consultant. His book, , presents a proven strategy to create customer loyalty in the age of the empowered customer, and his Twitter feed offers the same. Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out!

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0