West Monroe

DECEMBER 11, 2022

As we’ve learned from previous recessions, the companies that combine defensive tactics with strategic offensive investments in customer experience, technology, and risk management can emerge from a downturn victorious. Convenience and prompt service is the new currency of loyalty, which many digital banks understand.

Banking 52

Banking Marketing Self Service Financial 52

Pink Guava

APRIL 26, 2020

Yes, it will be a slow recovery of the economy with business models, customer demand everything having a reset. But there is always a silver lining after a doom, and history is the witness that every doom had been a change to start the NEW, be the dotcom, 2008 prime recession or the Great Depression of the 1920s.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below.

Connections 80

Connections Conference Loyalty Survey 80

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Linguistics is one way to deliver this.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Kitewheel

JULY 2, 2020

Digital commerce may continue to be the preferred route for customers whether for safety or convenience. Doing this requires attracting, converting, and engaging both new and existing customers. Your brand must adapt to build a digital retail journey that aids customers in achieving their goals. Attracting Customers .

Retail 52

Retail Social Media Consumers Study 52

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Bill Quiseng. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Bill Quiseng. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

West Monroe

JANUARY 25, 2022

The generational sea change is here and will rewrite the rules on customer engagement. For years, the industry has been bracing for a new wave of younger, more digitally savvy customers to make up the majority of bank relationships—and that time has arrived. Consumers still want an omnichannel experience. Taking action.

Banking 52

Banking Financial Trends Multi-Channel 52

ClearAction

AUGUST 21, 2016

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. When you connect the feedback dots, you make things better for all customers, not just one at a time. A: Absolutely.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

ClearAction

MAY 28, 2015

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. When you connect the feedback dots, you make things better for all customers, not just one at a time. A: Absolutely.

Company 48

Company Customer Experience Social Media Customer Journeys 48

Wootric CX Blog

AUGUST 4, 2020

It is the ideal way to tie customer loyalty to revenue. IBM used CLV to determine the effectiveness of their marketing channels to attract high-spending customers – direct mail, telesales, email, and catalogs per customer (yes, this is an old story – way back in 2008). Invest in customer success.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Bold360

DECEMBER 1, 2016

Chip Bell is a customer loyalty expert and author. “The biggest mistake companies make when getting customer experience software is…” Forgetting the customer! Additionally, great support is crucial in evaluating any software yet it’s sometimes overlooked. Ajay Prasad. gmrtranscripts. Christiano Ferraro.

Software 40

Software Customer Experience Company CRM 40

QuestionPro Audience

APRIL 13, 2017

There is some dispute about whether the overall voter turnout was greater in 2016 than in the 2008 or 2012 general elections (apparently the experts do not agree on the number of eligible voters in the US.) It will be interesting to see if any of them change their selection methods before the mid-term elections. Voter Turnout.

Survey 291

Survey Customer Satisfaction Case Study Consumers 291