InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Embracing ideas from different industries can lead to groundbreaking strategies and a forward-thinking mindset.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Doing so can lead to transcendental customer-company relationships, which are essential to building customer loyalty and improving customer satisfaction. “If

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 7, 2024

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. At the Forefront of ESG Leadership. ( [link] ).

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Lithium

JULY 5, 2022

A common request from Khoros Customers is having more insightful content to drive future strategies in an ever-changing industry. We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. KPI Keyword Links and Definitions. Additional Label Tips.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys NPS 110

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

InMoment XI

MAY 4, 2023

In another example, a major Asia-Pacific Telecom Co utilized segmentation to align their growth strategy with changing customer needs and, as a result, exceeded revenue goals and cemented their leadership in the industry.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

CSM Magazine

DECEMBER 21, 2022

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. Effective mentors advance their own abilities while helping their mentees build their potential for leadership. There are many factors that can affect the turnover rate.

Industry 52

Industry Customer Service Customer Service Representative Culture 52

Lumoa

JANUARY 31, 2023

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Clear goals diminish miscommunication and build motivation across the teams.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

InMoment XI

NOVEMBER 15, 2023

By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

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. This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

ClientSuccess

JULY 13, 2022

Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. . They are loyal to the product and the vendor organization itself and, in the best-case scenarios, are true advocates and voices for promotion in their industry. Toolkit: How To Build Customer Loyalty.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. The post UJET Adds Baker Johnson as VP of Marketing and Dave Bullock as VP of Engineering to its Executive Leadership Team appeared first on UJET. Dave Bullock.

Leadership 72

Leadership Contact Center Marketing Customer Centricity 72

NobelBiz

NOVEMBER 16, 2021

How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership. Conscious leadership applies the notion of awareness to corporate management. Internal cohesiveness is characterized by positive leadership, a common vision, and values. Selling entails rejection.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Experience Investigators by 360Connext

JANUARY 5, 2015

This company had been the industry disrupter. The others were his senior staff , his trusted leadership team members. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. ” CXI® means re-evaluating your leadership practices.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. LEADERSHIP MEANS + HIRING THE RIGHT PEOPLE = BUSINESS GROWTH.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. What is your budget, and how does this vendor align with it?

How To 260

How To ROI Net Promoter Score Measurement 260

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. The automotive industry relies heavily on brand perception. Improved brand perception. Proactive crisis management.

Automotive 260

Automotive Management Social Media Feedback 260

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

ShepHyken

OCTOBER 25, 2019

Leadership. Support your agents with the best technology and industry practices. Matthew Smollen is North American Sales Manager at Integra Contact Center Solutions he is also a CX and Contact Center expert with 12 years of experience in the industry. Make sure that you are displaying the opportunity to the right people.

Call Center 76

Call Center Leadership Contact Center e-support 76

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. And here’s the thing.

Leadership 61

Leadership Communication Customer Retention Sales 61

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. The post Which HR Leadership Conversations Are Really Needed Today?

Leadership 86

Leadership Innovation Resources Culture 86

One Millimeter Mindset

SEPTEMBER 13, 2018

First, the industrial Internet of Things (Industry 4.0 These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future?

Leadership 71

Leadership Communication Industry Knowledge Base 71

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Show what’s happening beyond your industry. Customer experience will happen whether or not you talk about. Did CSAT get better ?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. There are more management and leadership books, training, and coaches than ever before. James Humes said, “The art of communication is the language of leadership”.

Leadership 56

Leadership e-support Government Study 56

Experience Investigators by 360Connext

JANUARY 3, 2018

.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what happened. It’s about the leadership of an established industry ignoring the way their customers like to be treated. ” Loyalty is not something your customers owe you.

Tips 164

Tips Loyalty Leadership NPS 164

Experience Investigators by 360Connext

JANUARY 26, 2015

It seems obvious which industries and brands need to pay attention to this. As customers, we don’t care about how difficult the industry competition is or how regulations make processes more challenging. So customers tell me, again and again, that I should really pitch this improvement idea to three industries.

Industry 110

Industry Customer Experience Social Media Leadership 110