C3Centricity

JUNE 5, 2019

Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! In particular, they have all said that one or more of their brands is stable – to be polite – and that they want to reverse the trend. How to Stop a Declining Brand. Emotional, subjective benefits.

Brands 235

Brands Social Media Advertising Measurement 235

C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. Why we Buy Brands. Branding Elements.

Brands 240

Brands Marketing Advertising Measurement 240

InMoment XI

NOVEMBER 16, 2023

The customers – what they take away from all their encounters with your brand, the signals they are looking for, and what they expect? By aligning strategies with the intertwined needs of customers, employees, and the business, companies can drive impactful improvements that lead to sustainable growth and enhanced customer loyalty.

Healthcare 447

Healthcare Culture Travel Study 447

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. During challenging times, customers appreciate brands that provide assistance and support when needed.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. 32% of all customers would stop doing business with a brand they loved after one bad experience. ( American Express ). Temkin Group ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Emotion Drives Engagement : Personalized, emotion-led messaging (e.g.,

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). It means creating a real relationship that improves their loyalty and increases their positive feelings. Loyalty is not granted generationally based on what brands our parents used. Instead, loyalty must be earned with each and every interaction. Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

Optimove

JANUARY 26, 2023

It’s more important than any promotion, feature, funny post on social, or brand color. Naturally, with their limited budgets, consumers prioritize brands they know and trust over new ones they don’t know, or worse, brands they already know and don’t trust. A total of 64% are loyal to and shop at brands they do not trust. 

Consumers 105

Consumers Loyalty Brands Retail 105

InMoment XI

AUGUST 30, 2022

In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. Having high satisfaction rates is important to your brand for many reasons. It’s every company’s dream to have loyal, lifelong customers.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score Survey Effort Score 370

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. They are your brand advocates and are an extension of your brand.

B2C 317

B2C B2B Customer Satisfaction Industry 317

Experience Investigators by 360Connext

AUGUST 31, 2021

If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. If they’re getting exactly what they expect, maybe that leads to satisfaction, but does it lead to more loyalty?

Feedback 380

Feedback Customers Loyalty Measurement 380

C3Centricity

JUNE 2, 2021

A major computer manufacturer used to price their line of PCs 10% higher than the competition due to their brand, perceived status and support. If you have a well-known brand name with a high amount of loyalty, you can charge a premium. If you have a well-known brand name with a high amount of loyalty, you can charge a premium.

B2B 334

B2B B2C Brands Consumers 334

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. The Customer Loyalty Wheel ™. The following is how we look at customer satisfaction, loyalty and creating and Raving Fans. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

Customer Relationship Management 317

Customer Relationship Management NPS CRM Loyalty 317

Calabrio

MARCH 25, 2025

Customers e xpect mo re p ersonalization, s peed, and 24/7 a vailability Customers continue to expect more from the brands they do business with. , Performance and retention metrics like loyalty/churn propensity and customer effort score are now just as critical as operational KPIs like AHT and FCR.

Contact Center 130

Contact Center Self Service Report Trends 130

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape?

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

The brands that do pay attention to the details of the experience they deliver are the ones who disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer. Your customer has expectations from your brand throughout their journey.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Download Now Calls Handled This simple metric counts the total number of calls handled by the call center within a given period. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too.

Call Center 195

Call Center Metrics Self Service Effort Score 195

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. The following table is an example of a brand showing the same set of actions to all users.

Loyalty 94

Loyalty Brands Loyalty Programs Multi-Channel 94

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). It means creating a real relationship that improves their loyalty and increases their positive feelings. Loyalty is not granted generationally based on what brands our parents used. Instead, loyalty must be earned with each and every interaction. Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

GetFeedback

NOVEMBER 25, 2019

Click here to download the current industry benchmarks. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Supermarkets: 78%. Televisions and Video Players: 83%. Postal Service: 70%. Video Streaming Service: 75%. Video-on-Demand Service: 68%. Wireless Telephone Service: 74%. is a good starting point.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer. Look for milestones.

How To 372

How To Airlines Social Media Course 372

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Lumoa

MAY 19, 2022

Download the full shopping apps report to find out why. 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 our State of the Shopping Apps Report for 2022 today.

Report 195

Report Ecommerce Retail Customer Satisfaction 195

C3Centricity

OCTOBER 22, 2020

According to MarketingCharts.com, shoppers now believe that their data benefits companies and brands more than it does themselves. In the Janrain report “Brand Trust Survey” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data. Source: MarketingCharts.com.

Retail 357

Retail Advertising Course Survey 357

DCX

NOVEMBER 19, 2024

It could be loyalty points, a discount, or just extra effort in solving a problem. Deloitte found that emotionally engaged customers are more likely to recommend a brand ( Deloitte, 2019 ). Reward them : Offer small incentives—a discount, loyalty points—something that says, “We appreciate you.”

Loyalty 52

Loyalty Customer Centricity Social Media Exercises 52

Optimove

NOVEMBER 18, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool.

Marketing 59

Marketing e-support CRM Loyalty 59

BlueOcean

JUNE 13, 2017

You’ve worked hard to build your brand and establish customer loyalty. Finding Agents Who Love Your Brand. • Complete the form below to download your copy! Or perhaps you’re looking for a better alternative to your current contact center vendor? Can an outsourced contact center really live up to that?

Contact Center 189

Contact Center eBook Loyalty Brands 189

Optimove

JANUARY 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: If marketers can convert one-time fashion and beauty customers into multi-time customers, this will increase lifetime customer value. This post will show the value of multi-time customers and give tips on driving customer loyalty and increasing profits.

Fashion 59

Fashion Gamification Omni-Channel Loyalty Programs 59

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance. We know you don’t want that to happen.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

Optimove

OCTOBER 29, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Marketers will see the growing importance of email personalization and relevance in driving consumer engagement during the competitive holiday shopping season.

Trends 52

Trends Marketing eBook Consumers 52

Experience Investigators by 360Connext

APRIL 23, 2024

” Discover the paramount importance of empathy in crafting a brand’s reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues. And How Much Should You Invest? Learn more about CXI Ground School and CXI Flight School Don’t miss the next episode!

Customer Experience 162

Customer Experience ROI Connections Innovation 162

Optimove

OCTOBER 14, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post highlights the growing challenge of marketing fatigue, particularly during the holiday season when customer engagement is critical. Omnichannel engagement ensures brands meet consumers on their terms. #4

Consumers 59

Consumers Marketing eBook Omni-Channel 59

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. In reality, most likely, you have already seen it: NPS consists of two questions: a scoring system (typically asked with " How likely are you to recommend your brand to a friend or colleague? ") and the "why"-question.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316