ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision? You spend a dollar and earn a point.

Loyalty Programs 87

Loyalty Programs Loyalty Fashion Financial 87

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. In fact, according to Interactions research , nearly half of consumers say that speaking with customer service is frustrating (47%) and said they’ve become angry while speaking to customer service in the past 12 months (48%). It doesn’t have to be this way.

Interaction 62

Interaction Strategy Self Service Technology 62

InMoment XI

FEBRUARY 13, 2017

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. In today’s world, companies need to create. View Article

Loyalty 478

Loyalty Brands Strategy How To 478

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. During challenging times, customers appreciate brands that provide assistance and support when needed.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

DECEMBER 16, 2021

Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Company 260

Company Communication Culture Employee Experience 260

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. Finding no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

CX University

MARCH 4, 2024

This shift has not only redefined the customer experience but has also empowered businesses to create more personalized and meaningful interactions with their customers. It encompasses every interaction a customer has with a company, from the initial awareness stage to the post-purchase support.

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 52

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.

Ecommerce 119

Ecommerce Loyalty Brands Rewards Programs 119

CSM Magazine

APRIL 19, 2024

In today’s business world, companies are always looking for ways to stay ahead and improve how they connect with customers. In this article, we will delve into all the different aspects of CX software and its importance in boosting interaction.

Interaction 59

Interaction Software Engagement Net Promoter Score 59

InMoment XI

FEBRUARY 14, 2024

However, all your customers want the same thing: to be able to interact with their brand on their terms. This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Kayako

FEBRUARY 14, 2018

If they weren’t, that company would be out of business in a virtual minute. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” A customer who comes back for more.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. The following example shows the three users and their different shopping patterns.

Loyalty 78

Loyalty Brands Loyalty Programs Multi-Channel 78

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” And that engagement and loyalty tend to pay off in multiple ways.

Sales 107

Sales Loyalty Communication Contact Center 107

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. The Basics of Brand Perception.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Methods include customer feedback surveys , service evaluations , and more.

Metrics 52

Metrics Interaction Brands Survey 52

Beyond Philosophy

DECEMBER 14, 2023

However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. The problem lies in the assumption that ALL repeat business is motivated by loyalty. Let’s begin by defining customer loyalty and inertia. Take a moment to consider to whom in your life you feel loyalty.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

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. Companies focusing on CX see their revenue grow 1.7 And the results that go with them!)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Hallmark Business Connections

AUGUST 17, 2021

Recently, empathy has arisen as a powerful brand differentiator. McKinsey research shows that customers appreciate it when companies take their needs into consideration. When you care about their interests, they respond by rewarding you with immediate purchases and long-term loyalty. or “Congratulations!”

Insurance 98

Insurance Loyalty Company Customer Journeys 98

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Partnering with specialized live chat outsourcing companies unlocks a world of potential. Your success relies on tailoring partnerships to match your brand’s customer experience. Did you know? Read along!

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

NICE inContact

JULY 16, 2019

The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty. We’ve narrowed it to 5 key emotions for loyalty: Surprise Familiarity Relief Gratitude Belonging. Emotions that inspire customer loyalty. Call center software to inspire loyalty.

Loyalty 159

Loyalty Social Media Call Center Chatbots 159

SurveySensum

MARCH 7, 2024

This article aims to delve into the nexus between CSR and customer loyalty , exploring the ways in which socially responsible practices , such as considering CSR impact on customer loyalty, can enhance brand image, drive customer loyalty, and contribute to long-term business success.

Loyalty 52

Loyalty Competitive Advantage Connections Brands 52

Beyond Philosophy

APRIL 4, 2019

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Loyalty 130

Loyalty Brands Insurance Call Center 130

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #3: Communicate the brand purpose.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

BirdEye

JUNE 16, 2023

Knowing how your customers feel about your brand makes growing a business easier and more efficient. Regularly conducted brand surveys help you gather such feedback. But brand surveys come in many different forms and choosing the right one is important to reap the benefits of your investments. Branding isn’t a one-time effort.

Survey 98

Survey Brands Strategy Social Media 98

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

CSM Magazine

SEPTEMBER 22, 2022

For new and developing companies, reputation is the ultimate goal. Businesses must integrate authenticity and ensure their brand’s voice addresses customers directly. New companies can take advantage of these ten detailed tips on how to build brand trust: What Is Brand Trust? Tell a Product’s Story.

Brands 52

Brands Company Social Media Self Service 52

Oracle

JANUARY 4, 2021

In a recent webinar hosted by Oracle, Vitamix, a leading global manufacturer of high-performance blending technology for consumers and commercial settings, shared three ways to elevate customer experience and deepen loyalty. Design your loyalty program to foster engagement. A loyalty program isn’t “set it and forget it.”

Loyalty Programs 75

Loyalty Programs Loyalty Brands CRM 75

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Customer Journeys 74

Customer Journeys Loyalty Brands Strategy 74

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. Experts agree that it can be challenging to engage your customers with your brand. It is even harder to build consistent loyalty throughout your customer base.

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

Experience Investigators by 360Connext

APRIL 9, 2024

Let’s transform the frontline of your business into a powerhouse for customer loyalty. Listen up as we explore how to effectively communicate the ‘why’ behind your customer experience goals, aligning your team with the company’s vision and their pivotal role within it.

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

CSM Magazine

MARCH 13, 2024

In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Whether you’re a startup looking to make a splash or an established business aiming to solidify your brand presence, CSM can take you to the next level.

Customer Success 52

Customer Success Brands Management How To 52

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.

Ecommerce 52

Ecommerce Loyalty Brands Rewards Programs 52

LoyaltyPlus

FEBRUARY 27, 2023

Over the past 12 months, social media has become an integral part of people’s lives and has had a significant impact on how consumers perceive and interact with brands. It has become vital for companies to have a strong social media presence in order to build and maintain brand loyalty.

Social Media 52

Social Media Loyalty Advertising Customer Relationship Management 52