Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

C3Centricity

MAY 12, 2024

With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

InMoment XI

NOVEMBER 18, 2024

This data can help you identify high-value customers, track purchasing trends, and evaluate the success of certain promotions, packages, or discounts. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. Here are some trends to watch: 1.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. is another example.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Keep customers in the loop with personalized messages about account activity, new products, or special offers.

Banking 195

Banking Customer Experience Effort Score Financial 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Beyond Philosophy

AUGUST 25, 2019

Relational types are long-term and built on an emotional connection and brand loyalty, with a focus on value rather than price. Consider the used car example. For example, your business might go under if you treat too many people like family and not enough like customers. My Mont Blanc pen, for example.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

Experience Investigators by 360Connext

JANUARY 7, 2025

Reduce customer churn by 10% by improving the post-purchase support experience. Increase customer lifetime value by creating personalized up-sell and cross-sell campaigns based on each customers prior purchases. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) 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.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

FEBRUARY 3, 2025

The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

CSM Magazine

NOVEMBER 6, 2024

Training should not stop at teaching employees how to use systems or products; it should include guiding them on how to interact warmly and professionally with customers. For example, in a coffee shop franchise, customer service team members who enjoy interacting with people can create a friendly, welcoming environment.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

Oracle

SEPTEMBER 16, 2020

Smart brands exceed customer expectations at every interaction and remember customers don’t think in terms of channels as marketers do. Loyalty programs will act as a key differentiator for brands and can be used to better connect with customers and foster an engaged community.

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

CSM Magazine

MARCH 17, 2025

Why it works: Fewer people need to contact customer service when they can find answers themselves. At the same time, customers enjoy the convenience of finding instant solutions. Digital tools like chatbots provide round-the-clock assistance, ensuring customers feel supported even outside business hours.

NPS 52

NPS Self Service Net Promoter Score e-support 52

GetFeedback

JANUARY 28, 2020

Keep reading to learn powerful strategies to improve customer retention with social media. What are the benefits of customer retention? Have you ever wondered why many US companies spend more than $2 billion each year on loyalty programs? This is because customer retention is more profitable.

Social Media 322

Social Media Customer Retention Strategy Video 322

GetFeedback

FEBRUARY 2, 2020

Whether you’re experiencing slowdowns with your delivery, you’re releasing a new product, or anything else, share this with your loyal customer base to build trust.”. Start a customer loyalty program. You can also maximize automation to provide a better and easier customer experience for your clients.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

Happy or Not

DECEMBER 17, 2024

Customer retention and customer loyalty are crucial indicators of a successful voice of the customer program, and customer loyalty program examples can further demonstrate their impact. The best customer loyalty programs take customer input seriously and use it to make improvements.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

Optimove

FEBRUARY 12, 2025

Segment Audiences to Maximize Engagement Segmentation enables marketers to target customers with similar characteristics based on product preferences, purchase history, behavioral activity, and overall customer value. Brands can foster loyalty and drive repeat purchases by personalizing messages, recommendations, and incentives.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

InMoment XI

SEPTEMBER 12, 2023

The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history. Could your company fill this void with exceptional customer service and thereby win over disenchanted consumers?

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

Currency Alliance

NOVEMBER 7, 2017

Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. We have the opportunity to shape the future of loyalty programs so they fit seamlessly with other liquid, flexible markets in which people interact every day. Take personalization for example.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

rethinkCX

FEBRUARY 17, 2025

However, retaining subscribers and ensuring long-term engagement require a customer experience (CX)-driven approach. With customer expectations rising , brands must leverage personalization, AI, and proactive support to maintain loyalty and reduce churn. Why CX is Crucial in Subscription Models 1.

Gamification 52

Gamification Engagement Customer Engagement e-support 52

Alida

JULY 17, 2017

To get insight from your customers, make sure that they feel part of a mutually beneficial relationship. Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers. Surveys deliver the opposite, and it’s why customers are perceiving them more and more negatively.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Beyond Philosophy

SEPTEMBER 2, 2019

Understanding Customer Loyalty and the secrets to creating it is vital to your Customer Experience. We discussed the two secrets to Customer Loyalty in a recent podcast. Secret #1: Loyalty Is a Product of Our Emotions. The first secret is loyalty is a product of our emotions.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Customer Bliss

MAY 15, 2019

The day after the store opened, she went over and registered Buddy, signed up for the loyalty program, and made an appointment for his first grooming. The value she took with her as a customer was over $40,000 a year. Customers Expect to Be Known. ” Signal That You Value Customer Loyalty: A Case Study.

Case Study 164

Case Study Chief Customer Officer Video Course 164

ShepHyken

FEBRUARY 14, 2017

As a result, these executives received first-hand knowledge of the customer experience. Top Takeaways: Everyone should have a role in making suggestions for improving the customer experience. Understand your customers’ expectations. Engage your customers’ trust to create loyalty.

Loyalty Programs 86

Loyalty Programs Loyalty Innovation Customer Expectations 86

Optimove

DECEMBER 11, 2024

a discount on their first purchase or enrollment in a loyalty program). Anything customers wear or use where others can see it provides you with free advertising. 4) Exceed customer expectations Customers are easily disappointed. An excellent shopping experience is a great driver of loyalty.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

InMoment XI

FEBRUARY 7, 2024

After the stay, hotels can leverage AI-powered chatbots to collect customer feedback and resolve outstanding issues. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. Intelligent Digitized Experiences Hotel guests expect an experience.

Hotels 195

Hotels Guest Experience Travel Social Media 195

InMoment XI

JANUARY 17, 2024

It often involves collecting and analyzing integrated CX data, which can be valuable for gathering actionable insights, making informed business decisions, improving service offerings, and tailoring experiences to meet customer expectations.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Currency Alliance

NOVEMBER 29, 2017

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. We understand that it’s not always easy to personalize as customers expect.

Loyalty Programs 40

Loyalty Programs Loyalty Retail Consumers 40

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign. This data will help you create individual experiences for customers.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

ShepHyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125

ShepHyken

SEPTEMBER 8, 2024

Think about how easy Nordstrom and Amazon make it for a customer to return merchandise. Top 5 Ways to Future-Proof Your Loyalty Program by Sara Galloway (The Wise Marketer) Imagine a world where prioritizing customer loyalty is even more relevant tomorrow than it is today.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

InMoment XI

OCTOBER 4, 2024

Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey. It helps brands track, analyze, and organize each customer interaction with them. For example, you can segment customers based on shared experiences or traits.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Include a Save Functionality : Provide customers with the ability to save their payment and shipping information to save them time on future purchases. Why NPS Surveys Post-Renewal?

Ecommerce 109

Ecommerce Survey Retail NPS 109

ProProfs Chat

DECEMBER 4, 2020

But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Take Amazon for example.

Strategy 98

Strategy Customer Service Marketing Social Media 98

BirdEye

MARCH 10, 2022

Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. If a business fails to meet customer expectations, a customer can easily find another option. Customer experience statistics Is customer experience the same as customer service?

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98