Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Interesting concept!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? 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.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

West Monroe

SEPTEMBER 4, 2023

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. Beauty's Chief Digital Officer, joins the podcast to discuss the ever-evolving customer journey and the balance between customer needs and technology advancement, fostering innovation, and maintaining a seamless physical-digital connection.

Culture 52

Culture e-support Innovation Loyalty Programs 52

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. Out of the companies working actively to improve customer experience, about 84 percent saw an increase in revenue.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. (The Customer Service Is the New Upsell by David Wagoner.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

SurveySparrow

JANUARY 13, 2021

Like the customer net promoter score, eNPS or employee net promoter score helps gauge employee loyalty and engagement. This straightforward and extremely simple tool is often used as a metric to bring growth to the overall company culture. You must maintain a healthy work culture. What’s more?

Net Promoter Score 52

Net Promoter Score Culture How To Effort Score 52

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 106

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 106

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySensum

JULY 26, 2023

Customer churn. It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that.

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

Michelli Experience

NOVEMBER 8, 2017

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Fortunately, most customers will deflect with a response of, “I’m fine.”

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do? Let’s explore.

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are my top five picks from last week.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? Josh Linkner, innovation guru, shares four core ideas that build loyalty.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. Back in 2017, HubSpot research found that “it costs anywhere from 5 to 25 times more to acquire a new customer than to retain an existing one” and that”at some point, your acquisition math will break.”. 77% are likely to stay with a brand with a loyalty program.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? Exceptional customer service is a guiding light, capturing attention amidst many options. It attracts customers to the warmth of genuine service and concern.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture.

Customer Centricity 95

Customer Centricity Loyalty Programs Loyalty Metrics 95

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 70

Customer Service Hospitality e-support eBook 70

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. Do your rewards hit the “must-have” mark that turns casual customers into brand fans?

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

CSM Magazine

JANUARY 24, 2022

Salon customer service is one of the most important parts of running a successful business. It’s an important factor customers pay attention to when assessing your salon. Customer service in the salon starts from the moment the customer sets foot at your doorstep. Why is Salon Customer Service Important?

Tips 52

Tips Customer Service Loyalty Programs Exceptional Customer Service 52

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. 71% of customers are ready and willing to part ways with your company. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Make your business more customer-centric.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. It is part of the culture.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0: Chief Customer Officer 2.0: ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100