Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Personalization boosts loyalty and revenue through data-driven insights. Brands that excel at personalization are 71% more likely to report improved customer loyalty, proving that understanding emotions leads to stronger relationships.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

TechSee

JUNE 16, 2022

In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter. For three decades, Richard has researched the topic of customer loyalty and what drives repeat business.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . Introducing small wins before the competition can creates more loyalty. What do you see?

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

Thematic

MARCH 20, 2025

Download NLP Generative AI Text Analytics Handbook Beyond NLP: How LLMs Transform Text Analytics Is your Text Analytics solution still relying on B-Grade NLP? Improve Personalization and Customer Loyalty Personalization is something customers expect—76% of them do. The result?

Analytics 62

Analytics Social Media Banking Analysis 62

Kayako

JANUARY 24, 2018

Excellent customer experiences grow customer loyalty. Personalization will help drive a customer’s respect and loyalty. Jeff Toister is the bestselling author of The Service Culture Handbook. It may not be instant, but customer-centricity is the long game to loyalty. Adrian Swinscoe, best-selling author of How To Wow.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Thematic

MARCH 20, 2025

Increasing Customer Loyalty with Data-Driven Insights Customer loyalty is directly tied to service quality—93% of customers are likely to make repeat purchases from companies that deliver excellent customer support. And businesses that listen to customer feedback and personalize experiences see 71% higher customer loyalty.

Analytics 62

Analytics Customer Service Analysis e-support 62

ECXO

AUGUST 23, 2023

It felt like a phrase that came out of the training handbook, similar to saying “good morning, thanks for waiting” to every single customer. As Forrester reports, here in Germany, just like every other European country (except Italy), customer service has the greatest impact on loyalty and revenue.

Banking 156

Banking Handbook Retail Loyalty 156

Thematic

MARCH 26, 2025

Customer loyalty is no longer guaranteed—it’s earned through continuous improvement. They also build stronger relationships and lasting loyalty. When businesses acknowledge and act on customer insights, they reinforce engagement and long-term loyalty. Why does the customer feedback loop matter?

Feedback 62

Feedback Social Media Analysis Survey 62

Alida

APRIL 11, 2017

This is a great opportunity for dealers to provide an excellent customer experience and create loyalty. The service relationship often starts off strong, but as time goes on and warranties expire, customer loyalty declines. To learn more about enabling authentic customer engagement, download The Authenticity Handbook.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Experience Investigators by 360Connext

JUNE 24, 2015

It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Pioneering the Role of CCO.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Thematic

MARCH 30, 2025

Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. Download NLP Generative AI Text Analytics Handbook Beyond NLP: How LLMs Transform Text Analytics Is your Text Analytics solution still relying on B-Grade NLP? The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

ECXO

SEPTEMBER 4, 2024

By taking a page out of the Stoic handbook, you can turn even the toughest customer interactions into opportunities to build stronger relationships and create positive experiences. This not only helps resolve the problem but also builds trust and loyalty. What’s Stoicism All About?

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Chadwick Martin Bailey

JANUARY 27, 2021

For example, teams tasked with new customer acquisition should focus on inspiring ACTIVE positive emotions , while teams tasked with driving customer loyalty should focus on inspiring PASSIVE positive emotions. The importance of which types of emotions a brand inspires depends on the matter at hand. Industry also matters!

Consumers 98

Consumers Measurement Handbook Brands 98

ProProfs Chat

JUNE 30, 2020

Create better customer loyalty programs. The Service Culture Handbook. This customer service culture handbook is a step-by-step guide for its readers to create a customer-focused culture in the company. Books on Building Customer Loyalty. Customer Loyalty: How to Earn It, How to Keep It. The Loyalty Effect.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Heart of the Customer Customer Experience Model is a powerful tool designed with one simple goal: customer loyalty. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Thematic

OCTOBER 8, 2024

Boosting Retention and Loyalty With 37.9% of marketers reporting that VoC programs increased their customer retention, this type of data is great for understanding brand loyalty. Surveys can be a powerful way to follow up with customers who haven’t purchased from you in a while.

Analytics 62

Analytics Tools Feedback Handbook 62

Thematic

OCTOBER 7, 2024

It's essential for driving loyalty, refining your offerings, and boosting your bottom line. By incorporating this feedback, businesses can increase customer satisfaction, boost loyalty, and drive long-term success. This leads to higher customer satisfaction, which directly impacts loyalty and retention.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Kustomer

MARCH 10, 2022

Life doesn’t come with a handbook and no one can predict catastrophic world events that alter the course of business forever. We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 95

Customer Service Self Service Handbook Policies 95

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Heart of the Customer Customer Experience Model is a powerful tool designed with one simple goal: customer loyalty. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

NOVEMBER 21, 2016

The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. 7 Tips For Fostering Loyalty In Your Customers by Sophie Andrews. While the time, effort, and resources may be worth it from time to time, it is more prudent to foster loyalty in your customers.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

CSM Magazine

NOVEMBER 27, 2020

When they talk about you negatively , find ways to address their concerns and complaints ( Buffer.com has a handy handbook to help with this). Ecommerce companies turn to advanced loyalty programs that keep track of buyer activity and grant them discounts and other incentives when they stick around (see some examples at Sleeknote.com ).

Customer Service 59

Customer Service Handbook Social Media How To 59

Ann Michaels and Associates

OCTOBER 28, 2018

At Vi, an operator of continuing care retirement communities and home health care, all new employees receive a service commitment handbook and training is reinforced during the orientation period through classroom learning, online courses, and custom videos. Accepting responsibility. Delivering effective service. Communicating effectively.

Handbook 61

Handbook Customer Service Training Training Measurement 61

Pretium Solutions

JANUARY 1, 2012

To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. Focus on Generating Customer Loyalty. Have a loyalty mindset.

Customer Centricity 49

Customer Centricity Handbook Loyalty Policies 49

Waypoint Group

SEPTEMBER 23, 2016

You can catch up on all of our previous posts on our blog and put them together in the ultimate growth handbook. Part 5 of 5: Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth series for B2B companies.

B2B 40

B2B Handbook Company Groups 40

Service Untitled

FEBRUARY 2, 2011

Good employees make intelligent decisions, and through their loyalty use their discretionary authority and funds to enrich the organization’s culture.

Culture 46

Culture Customer Service Handbook Social Media 46

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Talkdesk

SEPTEMBER 23, 2015

Nordstrom’s culture manifests this value in their very brief employee handbook that contains one simple rule: “Use good judgement in all situations.” Loyalty is a two-way street. Loyalty is something earned, not expected.” You can’t expect your employees to be readily loyal, you have to show them loyalty in return.

Call Center 40

Call Center Management Handbook Loyalty 40

ShepHyken

MARCH 31, 2017

Jeff Toister is a consultant, trainer, and author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Read Shep’s latest Forbes Article: The Best Loyalty Programs Go Beyond Rewards. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Handbook 48

Handbook How To Culture Loyalty Programs 48

Pretium Solutions

JANUARY 1, 2012

To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. Focus on Generating Customer Loyalty. Have a loyalty mindset.

Customer Centricity 40

Customer Centricity Handbook Loyalty Policies 40

Pretium Solutions

JANUARY 1, 2012

To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. Focus on Generating Customer Loyalty. Have a loyalty mindset.

Customer Centricity 40

Customer Centricity Handbook Loyalty Policies 40

CustomerSuccessBox

MARCH 3, 2022

A handbook that gives best in practice knowledge of customer success to make up to the ladder from way down. The effortless experience: Conquering the new battleground for customer loyalty. The Customer Success book gives out conventional wisdom on customer loyalty. Rather it has to do with delivering the promises. .

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

Qualtrics

JULY 23, 2019

Fred Reichheld – Reichheld is a Bain Fellow, an author and speaker on loyalty, and creator of the Net Promoter Score , a common metric used to measure customer loyalty. Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World , and the founder of Bain’s Loyalty practice.

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. Asked about the key takeaways of running customer-centric surveys, he says:“ We experienced repeat sales (customer loyalty) increasing by 8% and we [now] have valuable data that can be shared with our vendors to improve their sales and customer experience”.

Tips 85

Tips Customer Centricity Social Media Insurance 85

ImprintCX Articles

MARCH 5, 2024

Adoption was widespread, as business leaders across different B2B and B2C organizations believed the simplicity of this one-number solution was all they needed to predict customer loyalty and its impact on financial outcomes.

Brands 52

Brands Customer Experience Management Customer Centricity 52

LiveChat

FEBRUARY 15, 2019

Develop a “living” Customer Service Handbook with continuous updates about your newest offerings, a section with unique customer complaints and solutions for them etc. Make sure your handbook is available on your internal Customer Service platform and is easily searchable for specific queries on the fly. What a wasted opportunity!

Customer Service 34

Customer Service Handbook Customer Service Representative Chatbots 34

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. But ultimately, they want to find areas of improvement, which they can focus on, or track whether their actions are making a difference over time.

Data 59

Data Customer Service How To Contact Center 59

Bob Hayes

AUGUST 23, 2015

Consider Facebook likes, number of tweets, customer satisfaction and customer loyalty, to name a few things businesses measure and try to understand and predict. Handbook of experimental psychology. We live in a world in which we are quantifying nearly everything. Stevens (1951): “Mathematics, measurement, and psychophysics.”

Measurement 40

Measurement Data Handbook Metrics 40