InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is. Ask Wells Fargo.

Loyalty 172

Loyalty Airlines Banking Customers 172

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

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. Use NPS to quickly and efficiently calculate each client’s customer satisfaction level and you’ll find it easy to demonstrate the positive effects of your work as a consultant.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Experience Investigators by 360Connext

OCTOBER 29, 2014

After finishing a frustrating contract with a mobile provider, I received a “No Strings Attached” gift for my loyalty, which was a mobile hotspot. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. I didn’t feel appreciated. A little can go a long way.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Loyalty: “What’s in it for me?” ” Meanwhile, more than 80% of the survey respondents said retailer loyalty programs influence where they shop. Starbucks ranked well above others in terms of being a “great loyalty program.” This is another type of reassurance for customers.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Banking 286

Banking Loyalty Culture Social Media 286

C3Centricity

SEPTEMBER 17, 2024

This strategy is particularly vital for CPG companies given the direct impact on consumer choices and brand loyalty. For CEOs and business owners in the CPG sector, implementing a customer-first approach enhances customer loyalty and retention and drives profitability and long-term success in a rapidly evolving market.

Loyalty 156

Loyalty Strategy Social Media Analytics 156

Experience Investigators by 360Connext

OCTOBER 2, 2014

We feel valued and provide loyalty in return. Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. Value to organizations.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 447

Healthcare Culture Travel Study 447

Experience Investigators by 360Connext

DECEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Have fun and please let us know what changes you make in 2015!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Kayako

MAY 30, 2017

“But you don’t have to accept that,” says author and consultant Steven van Belleghem, in this talk What If Customers Became Friends? Van Belleghem says the secret to loyalty is conducting business from the heart, helping people, and always doing the right thing. Customer loyalty programmes…why bother!

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

Experience Investigators by 360Connext

OCTOBER 22, 2014

Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

OCTOBER 13, 2014

Proactive participation in your customer’s experience will pay dividends in loyalty, advocacy and word-of-mouth marketing. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Examine what experience your customers are walking through today and map that to the ideal.

Customer Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Experience Investigators by 360Connext

DECEMBER 29, 2014

She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. She can lipread but tweet her first @Anne Reuss More Posts - Website Follow Me: The post 10 Must-Reads for a Better Customer Experience in 2015 appeared first on Customer Experience Consulting.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . In my latest book, The Intuitive Customer , one of the key imperatives is to recognize that customer loyalty is a function of memory. Customer loyalty is a function of customers’ memories.

Loyalty 156

Loyalty Training Customers Call Center 156

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

BirdEye

MARCH 17, 2023

In such cases, small business consulting services can help businesses streamline their operations, reduce the workload, and improve overall efficiency. In this article, we’ll explore the world of small business consulting and how you can become a successful small business consultant to help business owners get the most out of their business.

Consulting 98

Consulting Social Media Financial Strategy 98

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Don’t sabotage your success before you even get started.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. That experience affects how they view your organization and products, as well as their loyalty. How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. I’ve interviewed my friend Joseph Michelli , author, speaker, and organizational consultant, several times and we always have fascinating conversations. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey.

Technology 195

Technology Customer Experience ROI Consulting 195

C3Centricity

JUNE 2, 2021

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. Look at ERP (Enterprise Resource Planning) systems that can cost millions upfront over the first few years with consultants and implementation.

B2B 326

B2B B2C Brands Consumers 326

Experience Investigators by 360Connext

AUGUST 31, 2021

” And the stock-consultant answer I always give is: It depends. If they’re getting exactly what they expect, maybe that leads to satisfaction, but does it lead to more loyalty? When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?”

Feedback 380

Feedback Customers Loyalty Measurement 380

eglobalis

DECEMBER 11, 2024

Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers. By continuously refining these strategies based on experimental data, businesses can enhance personalization efforts and drive customer loyalty.

Customer Journeys 213

Customer Journeys Effort Score Omni-Channel Social Media 213

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). appeared first on Customer Experience Consulting. Ask your front-line folks.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

eglobalis

DECEMBER 4, 2024

Example: IBM combines AI insights from Watson with its global consulting teams to deliver tailored solutions for clients. Watson provides the data, but IBMs consultants interpret and implement it based on nuanced customer requirements. Companies that invest in CX gain a competitive edge that cannot be replicated by automation alone.

B2B 320

B2B Culture Government Innovation 320

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 282

Social Media Study Consulting Customer Engagement 282

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. It soon became a bestseller and has been translated into eight languages. Jeannie Walters. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . Factor #2: Time to Completion.

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370

C3Centricity

JUNE 8, 2020

Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. Loyalty is never really Won. This also means that loyalty is much less long-term than in the past and lifetime value is now measured in months or a few years, rather than in decades.

Hospitality 271

Hospitality Customer Centricity Hotels How To 271

Experience Investigators by 360Connext

OCTOBER 20, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

InMoment XI

OCTOBER 5, 2022

Instead, consult with them in a way that helps them arrive at correct conclusions on their own. In turn, your locations and overall brand will continue to deliver an exceptional customer experience and benefit from return visits, active brand advocacy and loyalty , and, ultimately, an increase in revenue.

How To 370

How To Feedback Strategy Customer Centricity 370

Middlesex Consulting

JANUARY 16, 2024

At Middlesex Consulting, we define customer value as the buyer’s perception of tangible (economic) and/or experiential (emotional) net […] The post Customer Value and Loyalty are Interchangeable and Fragile appeared first on Middlesex Consulting.

Loyalty 78

Loyalty Consulting Customers Company 78