InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. Market Position and Brand Analysis: How do consumers perceive your competitors? Evaluate their branding strategies and messages to identify their market positioning. Competitive analysis offers you this lens.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Lumoa

MAY 19, 2022

Mobile consumers prefer shopping for beauty and grocery products. The Impact of Customer Satisfaction and Loyalty All ecommerce companies want customers that purchase products on a regular basis, are loyal to the brand, and share their experiences with their inner circles. Download the full shopping apps report to find out why.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn. Here are my top five picks from last week. But there’s more. Don’t overlook the data!

Self Service 80

Self Service Customer Service Loyalty Programs Travel 80

Oracle

APRIL 8, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. I’m not alone!

Loyalty Programs 52

Loyalty Programs Loyalty Customer relationships Customer Experience 52

Strativity

MAY 25, 2023

With rising interest rates, inflation, and softening consumer spending, restaurateurs are facing challenges like those experienced during peak pandemic levels, but food delivery apps are no longer the boon they once were. To combat this, brands must de-emphasize reliance on these providers and take back their customer relationships.

Brands 52

Brands Loyalty Programs e-support Rewards Programs 52

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 78

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. One of the main points is that customer service is becoming the face of a brand. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. Here are my top five picks from last week.

Customer Service 135

Customer Service Loyalty Programs Social Media Contact Center 135

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. Rewarding That Loyalty Is Mandatory. My Comment: This is an interesting article on customer loyalty programs.

Customer Service 67

Customer Service Loyalty Programs Chatbots Loyalty 67

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Something has to change, and the author has given companies and brands some ideas to think about.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Here are my top five picks from last week.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. This article has three simple tips on how to connect and attract young consumers.

Customer Service 80

Customer Service Retail Competitive Advantage Loyalty 80

CX Journey

OCTOBER 24, 2018

Show That You Care Seventy-nine percent of people want to know that a brand cares before they buy something. Brands that show they understand what the customer needs and that have a strong commitment to delivering a solution attract loyal followers. Not to mention, most consumers expect a real-time response, as well.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Here are my top five picks from last week.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

CSM Magazine

AUGUST 4, 2022

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands. Generational differences and channel preferences persist in this most recent report.

Consumers 59

Consumers Retail Customer Satisfaction Advertising 59

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Absolutely!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Apparently, 60% of the consumers surveyed would rather sit in a traffic jam than have a poor customer experience. by Chris Wyper.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. My Comment: Most loyalty programs are marketing programs.

Customer Service 62

Customer Service B2B Loyalty B2C 62

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Let’s say you’re a business-to-consumer (B2C) company selling retail products.

Social Media 88

Social Media Brands Video Entertainment 88

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. The payoff comes when you replace a fired customer with one easier to do business with, that is, one who does not rob your organization of monetary resources and your employees’ time and passion. Here are my top five picks from last week.

Customer Service 60

Customer Service Self Service Trends Loyalty Programs 60

ECXO

MARCH 24, 2024

With AI-powered technology, companies can create a seamless, personalized experience that fosters brand loyalty, enhances customer satisfaction, and drives business growth. This data, when analyzed, provides deep insights into the customer’s preferences, enabling brands to cater to their needs more effectively.

Customer Experience 156

Customer Experience Social Media Analysis Loyalty 156

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what? in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ShepHyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. One study shows that 80% of consumers care as much about the experience a company provides as about its products and services. Great customer experience leads to brand loyalty. Anticipate needs.

Tips 110

Tips Customer Experience Loyalty Loyalty Programs 110

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. MarTech Series) Loyalty programs are no longer just about discounts and transactions.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

Customer Service 140

Customer Service Rewards Programs B2B Loyalty Programs 140

SurveySensum

JUNE 26, 2024

So much so that 56% of consumers start their online search with Amazon. 4 Drivers Behind Amazon’s High NPS Score Amazon NPS focuses on three aspects to boost customer loyalty – customer retention , customer loyalty program, and word-of-mouth marketing. And Amazon excels at it!

NPS 52

NPS Loyalty Net Promoter Score Effort Score 52

SurveySensum

AUGUST 1, 2023

Understanding what loyalty really means and how it impacts a brand’s growth is absolutely crucial in coming up with killer strategies. Loyal customers not only make frequent purchases, but they also tend to spend more, ultimately boosting a brand’s revenue and profitability. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Win the Customer

JUNE 1, 2016

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. This led to immeasurable value for businesses, such as repeat purchases and brand loyalty.

Customer relationships 52

Customer relationships Brands Loyalty Programs Social Media 52

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. Here’s your ultimate guide on how to build a customer experience department.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. Power survey that says 67% of consumers have used social media to resolve customer service issues.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

SurveySensum

JULY 26, 2023

It is far more expensive to acquire new customers than to retain existing ones and brands understand that. Recognizing this, many brands have shifted their focus toward customer retention strategies. These programs will help you foster a long-lasting and meaningful relationship with your customers.

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

GetFeedback

JANUARY 28, 2020

Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers. Implementing proper customer retention strategies can help you build solid relationships with customers who can also become your brand ambassadors. Become a resource of useful information.

Social Media 322

Social Media Customer Retention Strategy Video 322