ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Use authentic engagement to drive customer loyalty.

Customer Experience 100

Customer Experience Insurance Telecommunications Competitive Advantage 100

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

C3Centricity

AUGUST 17, 2020

Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates. It would be good if they used it to increase satisfaction and loyalty, no? A recent NYT article clearly confirms these significant changes in behaviour in the US.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Eliza (@eliza_jacobs) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. Companies need to engage with customers to find out how brick-and-mortar stores can help enhance the overall customer experience.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173

Report Customer Experience Leadership Study 173

C3Centricity

DECEMBER 3, 2018

In it, I share many Tips, Tools and Templates to improve your Customer Targeting, Understanding & Engagement, to Grow your Business Faster. ” It would be good if they (also) used it to increase customer satisfaction and loyalty, no? You will immediately make noticeable progress. MARKETING IS TOO BUSY BUILDING BRANDS.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ShepHyken

DECEMBER 26, 2016

Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service. 5 ways to build customer loyalty by Laura Loughran. Building lasting customer loyalty requires a multifaceted analytical approach.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

BirdEye

SEPTEMBER 18, 2020

Welcome to the experience economy, where a winning customer engagement strategy sets your business apart from your competition. Businesses that have a solid customer engagement strategy, keep their customers happy: winning their hearts, and their dollars. Why customer engagement matters. What is customer engagement?

Customer Engagement 96

Customer Engagement Engagement Strategy Customer Journeys 96

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Employee Engagement: Your employees are people, and likely support the same team or local causes. Our 7th Imperative is: Realize that the only way to build customer loyalty is through customers’ memories.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. Have a suggested link we should add?

Resources 80

Resources Customer Success Customers Customer Retention 80

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

ShepHyken

JUNE 20, 2016

My Comment: While this excellent article talks about making customer service more personal, I would say another word to describe the concepts are about being more engaging. Here are six ideas that will make customer service both more personal and engaging. The big take away is the level beyond customer loyalty, which is desire.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Michelli Experience

FEBRUARY 14, 2017

Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

Michelli Experience

JULY 18, 2017

Here’s three quick questions to engage your brain. and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today).

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

Alida

NOVEMBER 10, 2016

Created by customer loyalty researcher Frederick F. A 2016 study by the advisory firm Temkin Group, for example, found a strong correlation between NPS data and customer loyalty. Consider multiple measures of both satisfaction and loyalty. What is a Net Promoter Score, exactly?

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience. What is Customer Engagement.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. According to Aberdeen Group , companies with extremely strong omnichannel customer engagement see a 9.5%

Customer Engagement 93

Customer Engagement Engagement Omni-Channel Customer Centricity 93

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus. With the passion I have for making it to the finish line, nothing will stop me.”

Engagement 100

Engagement Entertainment Conference Analysis 100

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63. But how does Apple achieve high employee engagement?

NPS 95

NPS Net Promoter Score Loyalty Omni-Channel 95

ShepHyken

MAY 30, 2016

LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. 5 Practical Tips For Increasing Customer Loyalty by Vahagn Aydinyan . My Comment: Here is a great list of simple and practical tactics that will help drive customer loyalty.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

ijgolding

OCTOBER 3, 2016

Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Beyond Philosophy

FEBRUARY 21, 2020

This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Brands 158

Brands Social Media Chatbots Interaction 158

ECXO

JULY 8, 2024

This approach is challenging because decisions made using enterprise technology may require clarifying for customers and users how each interaction and process can impact their finances, existing customer relationships, partnerships, and ultimately, retention, ROI, loyalty, and growth.

e-support 156

e-support Case Study Financial Banking 156

ijgolding

JULY 3, 2017

When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process. Encourage your staff to engage, and provide some additional useful information to their customers. Start with making sure you answer more than the customer’s question.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Colin is an international author of six bestselling books and an engaging keynote speaker. 8 September 2016. Sources: Egan, Matt.

Banking 141

Banking Financial Consulting Sales 141

Calabrio

MAY 25, 2016

While digital channels are set to overtake the phone by the end of 2016, companies must still continue to include phone capabilities in their omnichannel strategies in order to give customers what they want. In a world where customer loyalty is low, companies simply cannot afford to disappoint customers. In fact, 51.7%

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Two: Mobile Loyalty Programs Work. Companies are urged to adopt mobile strategies, and for many reasons.

Technology 100

Technology Company Marketing Loyalty Programs 100

Beyond Philosophy

JUNE 22, 2017

In my latest book, The Intuitive Customer , (Palgrave Macmillan, 2016), co-authored by Professor Ryan Hamilton of Emory University, we explain the psychological concepts that influence this anatomy, from how we make decisions to how we find shortcuts to save energy to how memories of an experience are formed, among others.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience ROI Trends CRM 56

Alida

MARCH 21, 2018

Ongoing engagement with customers can help bridge this gap. Forward-thinking companies are avoiding the inherent disadvantages of NPS through ongoing engagement with their customers. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Michelli Experience

JANUARY 5, 2016

(..)

Customer Experience 100

Customer Experience Customers Consulting Employee Engagement 100

Michelli Experience

DECEMBER 29, 2015

(..)

Infographics 100

Infographics Consulting Employee Engagement Customer Experience Design 100

Optimove

DECEMBER 10, 2024

Balancing Speed with Creativity : AI streamlines repetitive tasks such as audience segmentation and content generation, freeing marketers to focus on storytelling, innovation, and crafting meaningful, engaging campaigns. Optimoves AI History Started in 2012 AI-orchestrated marketing is a hallmark of Optimove.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45