Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

Optimove

DECEMBER 5, 2019

During the very successful first day (of two), 11 Optimove experts and one innovative partner gave six especially-actionable workshops. Lucky, you can find it all here in one workshop. You’ll find them all in this workshop. Email Tales: Using Storytelling Emails to Build Relationships and Foster Brand Loyalty.

CRM 75

CRM Case Study Loyalty Marketing 75

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Culture 91

Optimove

JULY 24, 2024

Optimove’s CRM Marketing Platform delivered powerful results With Optimove and Meta integration, Scientific Games created innovative segments that fueled targeted advertising precision, customized messages that resonated with players, and impressive campaign results. Manager, Digital Growth Marketing at Scientific Games.

Innovation 52

Innovation Social Media CRM Government 52

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

SEPTEMBER 30, 2024

The waitstaff pushes for speed and innovation, while the chefs advocate for careful preparation and consistency. On the other hand, internal teams like product development may focus on innovation, feature quality, and adherence to timelines. This fragmentation can deter customer loyalty and result in negative word-of-mouth.

Sales 156

Sales Customer Experience Innovation Culture 156

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Here, the focus is on preserving established ways of life, and individuals may feel constrained by societal expectations to conform rather than innovate.

Customer Experience 171

Customer Experience Culture Policies Innovation 171

Optimove

SEPTEMBER 25, 2024

Key Takeaways: Connect with Customers: Discover innovative CRM practices to deepen relationships and boost loyalty. Over these two days, industry leaders and innovators will share strategies that drive customer loyalty and growth. Mark your calendars – Optimove Connect returns to London on March 19-20, 2025.

CRM 52

CRM Conference Connections Marketing 52

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. Here’s a summary of the workshop and the insights gleaned: Unlocking a Customer Experience Transformation Strategy The workshop, spanning 85 minutes, was structured to encourage active participation and meaningful discussions among attendees.

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

One Millimeter Mindset

AUGUST 27, 2018

Innovative customer experiences stand out from what customers are used to experiencing. First, innovative customer experiences are created by Professionals of Worth who continuously listen to the voices of their client’s workforce. How innovative, distinctive and unforgettable is executing this strategy? Let’s explore.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success.

Innovation 156

Innovation Culture e-support Feedback 156

ShepHyken

NOVEMBER 3, 2024

Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs. If you have been thinking about a loyalty program, this is a good place to start.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

ShepHyken

JUNE 23, 2024

Customer Loyalty Matters More Than Ever. Rewarding That Loyalty Is Mandatory. Rewarding That Loyalty Is Mandatory. My Comment: This is an interesting article on customer loyalty programs. 3) Tracking customer loyalty boils down to math. Traditional loyalty programs are based on transactions.

Customer Service 70

Customer Service Loyalty Programs Chatbots Loyalty 70

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. There are also metrics to measure increases in loyalty such as purchase frequency, average order / basket size, repeat orders etc.). The reason?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

CSM Magazine

OCTOBER 8, 2024

This special week, celebrated October 7 – 11, serves as a reminder of the crucial role these teams play in elevating customer satisfaction and fostering loyalty. How to Play : Present a common customer service scenario and have teams brainstorm innovative solutions. Games for Creativity and Innovation 6.

Customer Service 52

Customer Service Exceptional Customer Service Innovation Culture 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Our own imagination can sometimes be the biggest blocker for customer experience innovation. Share what is next as you improve the journey! Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Loyalty Programs 74

Loyalty Programs Customer Service Self Service e-support 74

One Millimeter Mindset

NOVEMBER 19, 2018

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. As a result, these three legacy scenarios scream for a more innovative customer retention strategy. Consider what to do more innovatively : Well. Here’s why.

Customer Retention 73

Customer Retention Innovation Social Media Customers 73

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 83

Hotels Loyalty Programs Customer Service Hospitality 83

CSM Magazine

OCTOBER 3, 2024

It was created to honor those who work tirelessly to ensure customer satisfaction and loyalty. Good service can differentiate a company from its competitors, fostering loyalty and encouraging repeat business. This could include workshops on active listening, empathy, or handling difficult situations. In 1992, the U.S.

Customer Service 52

Customer Service Customer Centricity Culture Exercises 52

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Customer Experience 195

Customer Experience Feedback Advertising Survey 195

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Self Service Tips Contact Center 86

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However, without fail, I always get asked what can be done to improve customer loyalty. Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Loyalty Programs Loyalty Customer Service Training 64

ShepHyken

JULY 29, 2024

Established household names are constantly bringing fresh innovations to market, and there’s no shortage of new brands claiming that their products and services are ‘the next big thing’. His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers.

Customer Service 83

Customer Service Chatbots Self Service Sports 83

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 70

Customer Service Loyalty Programs Ecommerce Loyalty 70

ShepHyken

FEBRUARY 25, 2024

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. If you have a loyalty program (or are thinking about having one, here are five ideas to consider.

Customer Service 66

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 66

One Millimeter Mindset

AUGUST 15, 2018

Our innovative value leverages the client-focused outcomes we create. Instead, our innovative value leverages the voice which defines us as Professionals of Worth. Professional innovation is the road less traveled. Innovative value reflects the Who We Are behind What We do. Looking for an innovative, engaging speakers?

Innovation 51

Innovation Customer Retention Travel Sales 51

Second to None

SEPTEMBER 3, 2024

Simply put, a positive customer experience can lead to increased customer satisfaction , improved customer loyalty, positive word-of-mouth, and ultimately, business growth. Leveraging employee experience to gain insights into customer experience is a game-changing approach that can lead to profound improvements and innovation.

Customer Journeys 62

Customer Journeys Customer Experience Loyalty Feedback 62

Experience Investigators by 360Connext

JUNE 13, 2023

It operates as a centralized hub responsible for developing and disseminating best practices, providing guidance, and fostering innovation in customer experience across the organization. Unlike a standalone CX department, the CX Center of Excellence is not solely responsible for delivering customer experiences. Looking for More Support?

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Lumoa

JULY 17, 2023

In order to meet these demands, you have to adopt and implement innovative technological solutions that cater to your client’s needs and preferences, ensuring a seamless and satisfying digital cx. When planning your digital transformation, be aware that at any moment, you may need to innovate further.

Customer Experience 195

Customer Experience Strategy Self Service Chatbots 195

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. Innovation and development happen best through people who bring different skills and perspectives to the same room. It requires openness and security.

Strategy 259

Strategy Customer Experience How To Consulting 259

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And the first notification of these gaps are – yup you guessed it – “uncovered” during periodic customer satisfaction, experience and loyalty surveys. Do you have a customer retention scorecard? You know what I am talking about.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

One Millimeter Mindset

JULY 3, 2018

It is time for a mid year workforce innovation break! This midyear workforce innovation blog post review links to the top 5 blog posts that readers find relevant and valuable. As a Professional of Worth, target continuous collaborative workforce innovation. Innovative Collaboration Cultures evolve Customer Experience [link].

Innovation 44

Innovation Engagement Roadmap Customer Retention 44

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Do your customers know you care about them?

Customer Service 68

Customer Service Contact Center Loyalty Tips 68

BirdEye

NOVEMBER 11, 2024

Let’s explore these innovative success stories that are redefining local marketing. These UK businesses proved that with a little creativity, local companies can make a huge impact without breaking the bank. Across the UK, local businesses are creating standout campaigns through creativity and community connection. Ready to be inspired?

Examples 52

Examples Social Media Multi-Channel Marketing 52

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Loyalty Programs Retail Loyalty 86

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72