Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You’re not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Don’t miss the next episode! Let’s talk!

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision?

Loyalty Programs 96

Loyalty Programs Loyalty Fashion Financial 96

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What Is Voice of the Customer? Step #2: Listen To Your Customer s.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Kayako

MAY 30, 2017

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

ECXO

NOVEMBER 19, 2024

The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. For businesses, this translates into the need to build strong relationships with customers. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. What Is Customer Loyalty? What Is Customer Loyalty? What Are the Different Types of Customer Loyalty?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. 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. Where and how they take place has changed, of course.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Social responsibility. “75%

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Experience Investigators by 360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal.

Social Media 322

Social Media Customer Retention Strategy Video 322

InMoment XI

DECEMBER 1, 2021

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers.

Loyalty 195

Loyalty Marketing Loyalty Programs Customer relationships 195

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? If you’re good at what you’re doing, you should even be the one to let the customers know they can count on you.

Sales 277

Sales Loyalty Programs Social Media Policies 277

InMoment XI

OCTOBER 3, 2024

Did you know that customer acquisition costs have risen by over 200% over the last 10 years? It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. What Is Customer Retention? What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 177

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 177

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment is essential for businesses trying to enhance their customer experience and drive growth. In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. What is Customer Sentiment?

Measurement 195

Measurement Effort Score How To Hotels 195

ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Experimentation and testing are often conflated, but they serve distinct purposes within a customer experience (CX) program.

Customer Journeys 288

Customer Journeys Effort Score Omni-Channel Social Media 288

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? What Is Customer Behavior Analysis?

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

CSM Magazine

JULY 5, 2024

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs?

Loyalty Programs 52

Loyalty Programs Loyalty Measurement Brands 52

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 154

Customer Service Loyalty Programs Chatbots Loyalty 154

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 127

Customer Journeys Brands Sales Contact Center 127

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. What’s regularly missing is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers.

Loyalty Programs 203

Loyalty Programs CRM Customer Relationship Management Loyalty 203

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 144

Customer Service Loyalty Programs Social Media Contact Center 144

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important. What Is Customer Retention?

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

GetFeedback

FEBRUARY 2, 2020

Loyal customers are the customers who will continue to buy your product with or without sales or discounts and will recommend your business to their friends. The goal for every business is for all of their regular loyal customers to be enough to keep the business going. Create a relationship with your customers.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer service expert Chip Bell sets the stage with a story. How many of your employees haven’t experienced what it’s like to be a customer of yours? Some loyalty programs are actually marketing programs.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

Currency Alliance

AUGUST 15, 2024

The real purpose of marketing personalization is to maximize marketing engagement and, consequently, customer lifetime value (CLV). Personalization of engagement with customers is the Holy Grail for marketers because of the impact on the customer’s experience with your brand, and the all-important ability to increase CLV.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52