InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

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. By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ECXO

DECEMBER 25, 2024

153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Effort Score Financial 195

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. In technical terms, a VoC program is the process of gathering vital information regarding what customers think and feel about their experiences with a business.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Retently

NOVEMBER 27, 2024

With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Employees Quit: Frustrated by the toxic work culture and the companys refusal to listen to feedback, many talented employees, including Sophie, left for competitors. Losing trust with loyal customers can destroy a brands foundation.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Kayako

MAY 30, 2017

People are becoming fickle and disloyal to specific brands” say some marketing experts who also advise businesses to focus on chasing new clients. Costello also discusses how meeting unrecognized needs creates brand evangelists, meeting desires creates commitment, and meeting expectations creates satisfaction. It should be constant.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

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

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. Measurement should include both customer feedback data AND operational data. Be sure to listen for untold customer feedback , too. Have questions? Heres a resource.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

NOVEMBER 7, 2023

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. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Every interaction at every stage of the customer’s journey can affect loyalty.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Policies 277

rethinkCX

FEBRUARY 17, 2025

In todays competitive market, understanding the psychology behind customer loyalty can help brands cultivate long-lasting relationships with their audience. By leveraging emotional connections, personalized experiences, and trust-building strategies, businesses can turn one-time buyers into brand advocates.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

ShepHyken

NOVEMBER 3, 2024

Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not). Marketing is about the brand promise. My Comment: I’ve written many articles about loyalty programs.

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? They read their feedback, check the high score, pat themselves on the back and move on to other tasks. That is if you put your NPS® to work. You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Optimove

DECEMBER 31, 2024

Loyalty Program ROI : 85% of engaged customers participate in loyalty programs, driving recurring revenue and a 25% improvement in retention rates. Zero-Party Data Value : Consumers willingly share preferences in exchange for better experiences; brands using zero-party data see 15% higher response rates.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Designing customer feedback strategies. They can also include what your own customer data shows you, including what customers say in feedback and share with customer-facing team members. Define and consider the specific points of interaction between each customer persona and your brand. Their goals with your brand.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. Understanding how customers feel about your brand can help you identify strengths and areas for improvement.

Measurement 195

Measurement Effort Score How To Hotels 195

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

CSM Magazine

NOVEMBER 6, 2024

Many brands now offer low-cost franchise opportunities for veterans , making it easier for them to enter the business world without a heavy upfront investment. This approach allows them to build a business that benefits from both brand recognition and personal connections. Customers want to know what to expect each time they visit.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty?

Loyalty 52

Loyalty Customer relationships Brands Sales 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. Loyal customers provide more feedback.

Social Media 322

Social Media Customer Retention Strategy Video 322

Lumoa

MAY 19, 2022

Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. In many cases, this is due to the format of the feedback or the sheer volume of reviews that need to be assessed individually.

Report 195

Report Ecommerce Retail Customer Satisfaction 195

ShepHyken

OCTOBER 20, 2024

But for the right company or brand, this can work well. How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Happy or Not

DECEMBER 9, 2024

At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones. Negative feedback and customer complaints often indicate customer service or product issues.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. CRM and Sales Data: Purchase histories link customer value to feedback. Then, analyze customer feedback within each segment.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. Hotel customers are no exception.

Hotels 195

Hotels Guest Experience Travel Social Media 195

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Happy or Not

DECEMBER 17, 2024

Creating a winning voice of the customer (VoC) program is crucial for businesses that wish to thrive in today’s competitive landscape. This guide will cover seven essential steps to build a VoC program that improves customer experience, drives brand loyalty, and increases retention.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

CSM Magazine

FEBRUARY 6, 2025

Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level. Customers appreciate when brands go beyond generic offerings and provide something tailored just for them. Receiving a product designed just for them becomes a positive memory linked to your brand.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52