Experience Investigators by 360Connext

NOVEMBER 7, 2023

That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Retention is a smart investment for your budget that can cement your customer loyalty and boost their lifetime value. But now comes the big question: What does it take for customer experience teams to build loyalty and retention?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. By keeping a finger on the pulse of customer desires and pain points, you can tailor experiences that resonate and create lasting loyalty.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JULY 1, 2024

Brands that can grasp these deeper psychological concepts will forge incredible bonds with their customers, creating loyalty and advocacy that goes way beyond just a purchase. This identification leads to a strong emotional bond, fostering loyalty and advocacy. Consider Jung’s theory of collective unconscious.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

InMoment XI

MAY 31, 2022

But the big picture goal is why there is so much buzz around customer journey maps now: Customer journey mapping can move you towards more conversions, greater customer loyalty , and improved customer experience from end to end (or from end to forever, if you are subscription-based and there’s no bottom to your sales funnel).

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Loyalty Programs. Enhance your blog.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

DCX

NOVEMBER 19, 2024

It could be loyalty points, a discount, or just extra effort in solving a problem. Reward them : Offer small incentives—a discount, loyalty points—something that says, “We appreciate you.” In CX, this means offering small, unexpected rewards. You’re making customers feel valued, and that’s huge.

Loyalty 52

Loyalty Customer Centricity Social Media Exercises 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ECXO

JUNE 20, 2023

Businesses that build emotionally committed relationships are rewarded with loyalty, an increase in referrals and higher growth. How do you shift to a purpose-driven culture? It’s hard work changing culture. None of the above is a one-off exercise. A prized commodity in the best of times. Trust is an emotion.

B2B 367

B2B Brands Innovation Government 367

ECXO

AUGUST 14, 2024

These positive interactions build customer trust and loyalty. – Foster a Positive Work Environment: Cultivate a supportive and positive work culture. – Physical Activity: Regular exercise is a powerful stress reliever. The ECXO is an open access CX Professional Business Network.

Exceptional Customer Service 240

Exceptional Customer Service Exercises Training Financial 240

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. You can understand that you need to eat healthier and exercise more to live a healthy life. Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ECXO

AUGUST 6, 2024

This integration is complex and can be disrupted by cognitive biases, mental fatigue, or emotional states, making future thinking feel like a strenuous mental exercise. The Impact of Culture and Society Cultural and societal influences play a significant role in shaping future-oriented thinking.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

rethinkCX

FEBRUARY 13, 2025

Stronger Brand Image Positive interactions lead to better customer perceptions and loyalty. Use simulations and role-playing exercises to improve real-world interactions. Foster a culture of learning and skill enhancement. Cost Reduction Streamlined operations lower expenses and improve profitability.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

ECXO

JULY 23, 2024

This is quite different from the traditional leadership model, which focuses on the accumulation and exercise of power by the person at the “top of the pyramid” A servant leader makes the needs of their team a top priority, encourages personal growth, and fosters a community-oriented spirit within the organization.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

BlueOcean

OCTOBER 4, 2021

Each contact represents an opportunity for your agents to deliver a differentiated customer experience that leads to loyalty from your subscribers—but it’s a challenging recipe to achieve. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Let’s explore.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is.

Company 142

Company Customer Centricity Exercises Consulting 142

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. You’ll need to align systems, policies, processes and culture around the needs of customers. And that will enhance customer trust, loyalty, and happiness. You can follow their lead.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." For organizations just starting out with CX, NPS is a good gauge of loyalty.

System 317

System Effort Score NPS Net Promoter Score 317

Beyond Philosophy

JUNE 22, 2017

Understanding all these concepts is essential to optimize interactions with Intuitive Customers and gain their loyalty. Now, the employee filters their natural reaction through the usual expectations when a customer acts this way, which can include everything from societal norms to organizational culture.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Combine this with a customer experience champion program within your organization and watch culture really shift. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. ” of Customer Experience.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Michel Falcon Experience

NOVEMBER 7, 2019

Loyalty is hard to understand and even harder to achieve. As for exercising, sure I go to the occasional Barry’s Bootcamp but I wouldn’t allow anyone else to train me other than the trainers at SWAT Health. But, when and why does loyalty falter when doing business with our customers, employees, and suppliers?

Loyalty 60

Loyalty Culture Strategy How To 60

DCX

OCTOBER 29, 2024

These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week. They’ve created a brand experience where positivity flows naturally, leading to loyalty bigger brands would love to have. It’s about consistent, genuine care.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

Storyminers

NOVEMBER 30, 2016

Imagining your organization as an adaptive enterprise is a valuable exercise. You could sell more, enjoy more customer loyalty, better manage your supply chain, and pay less for advertising as your customers become habituated to working with you. It’s a matter of survival. Amazon.com started doing that with its website.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

DCX

DECEMBER 1, 2024

CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. His big idea?

Fashion 52

Fashion Culture Trends Connections 52

CSM Magazine

JANUARY 2, 2025

It transforms standard interactions into human connections, fostering trust and loyalty. Meeting them with empathy can diffuse tension and turn disappointment into loyalty. When empathy is part of your customer service culture, it becomes a natural way to build trust. Lets break it down further. What is Empathy?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

BlueOcean

OCTOBER 4, 2021

Each contact represents an opportunity for your agents to deliver a differentiated customer experience that leads to loyalty from your subscribers—but it’s a challenging recipe to achieve. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Let’s explore.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

Kayako

JULY 28, 2016

You want to know if your candidate has the ability to: Grow customer loyalty. Additionally, these assessments allow customer service managers and VPs to see whether a candidate would be a fit in the office culture, depending on how they address problems and answer questions. Nurture a close-knit customer community.

Customer Service 120

Customer Service Exercises Customer Service Representative Culture 120

CSM Magazine

JANUARY 2, 2025

It transforms standard interactions into human connections, fostering trust and loyalty. Meeting them with empathy can diffuse tension and turn disappointment into loyalty. When empathy is part of your customer service culture, it becomes a natural way to build trust. Lets break it down further. What is Empathy?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Many corporate vision statements sound something like this: “To be recognized as an industry leader, earning higher profits for our stakeholders and loyalty from our customers.” ” This type of statement is aiming for customer loyalty… but how will they get there ? Then ask another. Some are known for fun.

How To 214

How To Airlines Brands Hotels 214

DCX

DECEMBER 24, 2024

Whether it was letting go of perfectionism with The CX Perfection Paradox or confronting those quiet, overlooked cracks in loyalty with The Case of the Silent Cancellation , these stories reflected what so many of us are grappling with every day. We also dug into what truly connects us to the people we serve. .”

Course 52

Course Social Media Roadmap Leadership 52

Michelli Experience

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Storyminers

NOVEMBER 30, 2016

Imagining your organization as an adaptive enterprise is a valuable exercise. You could sell more, enjoy more customer loyalty, better manage your supply chain, and pay less for advertising as your customers become habituated to working with you. It’s a matter of survival. Amazon.com started doing that with its website.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

Travel 52

Travel Customer Centricity Culture Brands 52

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. The authors have already made them for you.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156