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

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

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. 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. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. The following steps can help improve CX in this area to enhance both satisfaction and loyalty: Make it easier for customers to manage their accounts. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. 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

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Retaining Loyalty : Even if you manage to attract customers, keeping them loyal is a whole different ball game.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Kayako

MAY 30, 2017

Instead of implementing a “loyalty” program that has nothing to do with loyalty (and everything to do with discounts), Van Belleghem says think instead about how you would treat your best friend if he or she became a client. Customer loyalty programmes…why bother! This will drive loyalty more than rewards programs.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

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. Maxs favorite mantra was, The product sells itself.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

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

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

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

GetFeedback

FEBRUARY 2, 2020

Customer loyalty is at its most basic definition when customers are likely to continue to do business with you. Different companies measure their customer loyalty differently, but an easy way to do it is by looking at a customer’s purchases over their lifetime. The same goes for customer loyalty and its importance.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

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

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. Ask your customers for feedback.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. Measurement should include both customer feedback data AND operational data.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value. Retail Pharmacy.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Brand loyalty is driven by emotional connections. Not only that, but this feedback is expected to drive responsive action.

Study 170

Study Loyalty Connections Loyalty Programs 170

rethinkCX

FEBRUARY 17, 2025

Introduction Customer loyalty is the foundation of a successful business. In todays competitive market, understanding the psychology behind customer loyalty can help brands cultivate long-lasting relationships with their audience. Key Psychological Drivers of Customer Loyalty 1. Strategies to Build Strong Brand Advocates 1.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

GetFeedback

MAY 5, 2019

No matter whether customers are happy with your product or not, sometimes it can be a callous work to make them leave feedback regarding their experience. Then they process the collected impressions individually and provide personalized feedback whenever it’s possible. Offer some awesome customer loyalty programs.

Sales 277

Sales Loyalty Programs Social Media Policies 277

CSM Magazine

FEBRUARY 6, 2025

Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level. Deepens Relationships Offering personalized items as rewardswhether after a purchase, during events, or even as part of a loyalty program creates a memorable moment for customers.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. What is a customer loyalty program? Identify the benefits of your customer loyalty program.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. AI in Predictive Retention : Predictive AI enables early identification of potential churn, improving retention by 25%.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

SurveySensum

NOVEMBER 5, 2024

Let’s discover its top 6 drivers behind customer loyalty. Strong Loyalty Program Nike’s loyalty program is more than just a point system. NikePlus is a textbook example of how to do customer loyalty right. NikePlus members can access exclusive collections, early drops, workout guidance, and more.

NPS 52

NPS Loyalty Strategy Loyalty 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). My Comment: I’ve written many articles about loyalty programs. The topic of this very robust article is on the “Stay Interview.”

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. 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? That is if you put your NPS® to work.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. Reaching your goals of customer loyalty and increased revenue requires proven strategies. We’ll talk more about the NPS in a bit.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

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

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. In reality, they are marketing programs that do a great job of bringing customers back.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

Kayako

AUGUST 21, 2018

Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Build a Customer Feedback Loop. Customer feedback should help drive your product development, including adding new features and improving the customer experience.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Effort Score How To Hotels 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? Why Brand Loyalty Matters?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Retently

OCTOBER 23, 2024

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

CSM Magazine

NOVEMBER 6, 2024

A franchise that prioritizes customer care earns loyalty, boosts its reputation, and encourages positive word-of-mouth. Good service builds customer loyalty, making people feel valued and understood. This training prepares them to handle complaints, answer questions, and respond to feedback effectively.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

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. They include quotes that express undying loyalty to the brand, and attitudes like “picky about brands but loves ACME!” .

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JULY 22, 2024

Feedback Loops: Implementing systems for users to share their experiences and suggestions. Building Customer Loyalty Consistent positive experiences foster customer loyalty. Enhancing loyalty involves: Reward Programs: Implementing loyalty programs to reward frequent users and advocates.

B2B 207

B2B Customer Experience Self Service e-support 207

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195