InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 493

Insurance Tips Data Return on Investment 493

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What are the Advantages of Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Self Service 260

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand?

Study 170

Study Loyalty Connections Loyalty Programs 170

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. So, customer retention is indeed crucial. But what is it exactly?

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Storyminers

JULY 29, 2016

And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Loyalty is an emotion.

B2C 124

B2C Customer Retention Strategy Brands 124

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

delighted

JULY 13, 2022

Can you name a brand that makes you feel special? A brand you’ve made repeat purchases from, you’re proud to wear their logo, and when you receive a compliment, you’re more than happy to share where you bought said item? If so, you’ve experienced customer loyalty. You can see why brands want to foster customer loyalty.

Loyalty 86

Loyalty Measurement Customer Experience Net Promoter Score 86

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” It’s not surprising that today’s customers are craving a more personalized experience.

Sales 105

Sales Loyalty Contact Center Communication 105

C3Centricity

JANUARY 30, 2024

Research shows that for every customer who complains, there are 20 or more who don’t complain and just switch to your competitor! Wouldn’t you prefer to have the chance to retain their loyalty? They recalled and replaced the faulty devices, prioritizing customer safety and satisfaction.

Feedback 296

Feedback Customers Customer Retention Examples 296

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

SurveySensum

DECEMBER 22, 2022

And not just that, an efficient VOC program helps you recognize what is working and what is not, identify the areas of improvement, and listen to and resolve customer issues in time. It helps you retain your customers. And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement.

Loyalty 52

Loyalty Effort Score Roadmap Groups 52

SurveySensum

JUNE 26, 2024

But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? Amazon is one of the biggest players in the market that stands out for its hyper-personalized customer experience. Are your customers truly satisfied?

NPS 52

NPS Loyalty Net Promoter Score Effort Score 52

SurveySensum

JULY 11, 2023

Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Selling to the right type of customers makes everything better. You need to “own” this customer segment.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

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. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

SmartMessage Blog

JULY 20, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

Magellan Solutions

SEPTEMBER 27, 2023

Stick around if you’re ready to unlock the magic of customer loyalty and reap the rewards of inbound support services. We’ll help you forge those meaningful connections and create unforgettable customer experiences. They are your customers’ first point of contact. Happy customers are loyal customers.

Loyalty 52

Loyalty Loyalty Programs Call Center Customers 52

ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Other aspects include: Showing customers you care.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

Horizon CX

FEBRUARY 7, 2024

Automated responses or robotic interactions can leave customers feeling undervalued and frustrated. In a hyper-competitive market where customer loyalty is paramount, alienating customers with overly automated CX strategies can have long-lasting consequences for brand reputation and customer retention.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. When he talks or writes, I listen.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. This article discusses 7 proven methods for establishing a trustworthy brand for your startup. Let’s get started!

Brands 52

Brands Case Study Social Media Feedback 52

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ECXO

MARCH 15, 2024

Businesses that fail to communicate effectively or transparently with their customers risk creating an atmosphere of confusion and mistrust. Like a well-rehearsed orchestra, every point of customer interaction within a business should function harmoniously. The fourth sin is inconsistency.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

SmartMessage Blog

JULY 13, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

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. This is how you turn regular customers into loyal advocates for your brand.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. Institutions will be looking to humanize their digital experience to increase customer satisfaction and build loyalty in 2023.

Financial 206

Financial Trends Self Service Customer Experience 206

Lumoa

FEBRUARY 2, 2023

But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. With a strategic approach, you can design an optimal customer experience that will encourage your customers to return.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business.

Customer Centricity 344

Customer Centricity Culture Tips Company 344

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100