Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.

Loyalty 76

Loyalty Competitive Advantage Customer Centricity Culture 76

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect�.

Employee Engagement 150

Employee Engagement Engagement Loyalty Connections 150

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 150

Employee Engagement Engagement Loyalty Connections 150

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 150

Employee Engagement Engagement Loyalty Connections 150

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Experience Investigators by 360Connext

FEBRUARY 2, 2015

.” If it works to ignore loyalty, people will continue to do that. New sales, new clients, new customers. Growth in the market meaning more new customers. How many incentives are tied to real customer satisfaction and loyalty? Understanding how to create and maintain loyalty is a key factor in improving it.

Customer Satisfaction 110

Customer Satisfaction Loyalty Net Promoter Score Social Media 110

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? Consider yourself as a loyal customer. You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. Their customers did their promoting.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc.

Customer Experience 356

Customer Experience Customer Centricity Competitive Advantage Government 356

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.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Michelli Experience

APRIL 5, 2017

While statisticians might obsess about the reduced predictive validity of an 11 point scale, I pragmatically see the core of this question as a key measure of customer experience. In essence, in his book The Ultimate Question , Fred has posited NPS® as the only customer relationship measure you would ever need.)

Net Promoter Score 100

Net Promoter Score Loyalty NPS Effort Score 100

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. What opportunities are best suited to the employees and the pursuit of your goals?

Customer Engagement 81

Customer Engagement Engagement Strategy Chief Customer Officer 81

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.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

NOVEMBER 26, 2014

If your customers mistreated, ignored, unappreciated or neglected when everything is going as expected, how will they feel when you need to make a withdrawal from the relationship bank? It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. I didn’t feel appreciated.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

MARCH 24, 2016

For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […]. The post 5 Ways One-on-One Customer Communication Builds Loyalty appeared first on Customer Experience Consulting.

Communication 110

Communication Loyalty Consulting Consumers 110

rethinkCX

NOVEMBER 4, 2024

From optimizing staffing and training to enhancing technology and customer engagement, our guide will equip you with the tools needed to turn holiday stress into success. Get ready to elevate your call center's performance and make this holiday season a memorable one for both your customers and your team!

Call Center 52

Call Center Training Report Loyalty 52

Experience Investigators by 360Connext

DECEMBER 3, 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.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

DECEMBER 5, 2014

Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Michelli Experience

AUGUST 17, 2016

Here are a few lessons and tools I’ve picked up along the way by watching the consistent care afforded by leaders in these organizations: 1) Employee Engagement Drives Customer Engagement. As such, leaders in “world class” service organizations measure and actively seek to drive employee and customer connections.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

Verint

FEBRUARY 10, 2016

After all, those are the people who serve your customers and help determine if they stay loyal or not. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Experience Investigators by 360Connext

DECEMBER 31, 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.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Michelli Experience

APRIL 6, 2017

The post {Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy appeared first on Joseph Michelli.

Infographics 100

Infographics Loyalty Net Promoter Score Employee Engagement 100

CloudCherry

FEBRUARY 24, 2018

What doesn’t change is that building loyalty and retaining customers in the long-term is the only way brands can drive profitability. The attention span of customers is dwindling as a consequence of stiff competition. Delivering great customer experiences has become a lot more integral to improving loyalty.

Employee Engagement 191

Employee Engagement Culture Policies Training 191

Service Untitled

JANUARY 10, 2011

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.” According to Scarlett Surveys, 31% of employees are disengaged and 4% of those 31% are hostile. Create a strong team environment.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

Think Customers

DECEMBER 14, 2015

conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in the face of employee engagement practices. Personal accounts of 1 a.m.

Employee Engagement 40

Employee Engagement Culture Engagement Conference 40

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Employee Engagement and Satisfaction Happy employees often lead to happy customers.

Customer Journeys 69

Customer Journeys Customer Experience Net Promoter Score Management 69

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Michelli Experience

MAY 15, 2018

DON’T Use CSAT as Your Customer Feedback Tool – Measuring CSAT (short for customer satisfaction) offers a narrow view of your customer’s experience. Satisfaction is a necessary but not a sufficient condition to achieve customer engagement, loyalty, and referrals. Michelli, Ph.D.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Experience Investigators by 360Connext

OCTOBER 6, 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.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Think Customers

DECEMBER 8, 2015

labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. As we race towards 2016 and the U.S. percent or less next year.

Employee Engagement 40

Employee Engagement Engagement Comparison Employee Experience 40

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

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. Loyalty: “What’s in it for me?” This is another type of reassurance for customers. Will I be rewarded for my behavior?

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. But how, exactly, do you do that?

Employee Engagement 40

Employee Engagement Feedback Engagement Net Promoter Score 40