ShepHyken

MAY 3, 2019

Easy: The New Loyalty. One effect of the digital transformation has been the erosion of the traditional definition of brand loyalty. In fact, the results of a recent UK study could be summarized as “easy is the new loyalty”: 50 percent of respondents said that loyalty is a thing of the past. Become More Convenient.

Loyalty 113

Loyalty Effort Score Social Media Omni-Channel 113

Wired and Dangerous

NOVEMBER 23, 2020

This simple act of gratitude excites regular customers year after year and continues to earn loyalty. Patterson, Wired and Dangerous: How Your Customers Have Changed and What To Do About It, (San Francisco, Berrett Koehler, 2011). We sincerely thank our families, all of our colleagues, our readers, and especially our clients.

Fashion 113

Fashion Innovation Customers Communication 113

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs Brands 40

Inbenta

AUGUST 11, 2022

Inbenta’s Neuro-Symbolic AI and Natural Language Processing technology automates customer interactions, improves customer satisfaction and brand loyalty and offers a far superior user experience. In a fully digital world, human and emotional connections have become essential to growing customer bases and increasing brand loyalty.

Report 64

Report Chatbots Ecommerce Travel 64

Wired and Dangerous

NOVEMBER 25, 2019

This simple act of gratitude excites regular customers year after year and continues to earn loyalty. Patterson, Wired and Dangerous: How Your Customers Have Changed and What To Do About It , (San Francisco, Berrett Koehler, 2011). We sincerely thank our families, all of our colleagues, our readers and especially our clients.

Fashion 91

Fashion Innovation Customers Communication 91

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? Not just any water…A very special water – the kind you find in a bottle. bottled water is truly a phenomenon of our time.

Trends 230

Trends Brands Sales Course 230

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

Banking 141

Banking Financial Customer Experience Consulting 141

Wired and Dangerous

NOVEMBER 19, 2018

This simple act of gratitude excites regular customers year after year and continues to earn loyalty. Patterson, Wired and Dangerous: How Your Customers Have Changed and What To Do About It , (San Francisco, Berrett Koehler, 2011). We sincerely thank our families, all of our colleagues, our readers and especially our clients.

Fashion 87

Fashion Innovation Loyalty Communication 87

CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center!

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. In other words: Customer loyalty goes out the window when the service and experience is poor. “They’re too demanding; always have something negative to say and they look for discounts”. Click To Tweet.

Measurement 230

Measurement Customer Centricity Customers Retail 230

Beyond Philosophy

JULY 23, 2019

User Privacy concerns came to a head in 2011, when the Federal Trade Commission (FTC) accused them of not upholding their privacy policy of sharing private information publicly. Facebook has a series of scandals over the years, going all the way back to 2007. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Culture 90

Culture Social Media Policies Consulting 90

Kristina Evey

NOVEMBER 13, 2014

– American Express, 2011. I’ve done the work for you and outlined exactly how to improve the service your staff delivers to drive your customer loyalty numbers and profits higher than ever before. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. – McKinsey.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

Wired and Dangerous

JUNE 26, 2018

This Picky-Fickle-Vocal moniker represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. Patterson (SF: Berrett-Koehler May, 2011). What are your customers telling other customers and prospective customers today about your organization’s integrity? Bell and John R.

Social Media 79

Social Media Policies Advertising Loyalty 79

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy 138

Strategy CEM Customer Experience Banking 138

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Personalized customer experiences drive up customer loyalty. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Reality: Customers are generally treated like numbers.

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

Experience Investigators by 360Connext

MARCH 30, 2021

In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day? Tumblr let people know about service interruptions with their much-memed TumblBeasts.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). For example, customers want to be thanked for their loyalty.

Customer Experience 110

Customer Experience eBook Customer Journeys Social Media 110

ReviewTrackers

JUNE 12, 2018

Farmhouse Chicago, a restaurant that’s been serving some of the best Midwestern fare in Chicago’s River North neighborhood since 2011, uses local and sustainable ingredients. Responses will build loyalty and inspire customer trust. The restaurant even uses their own rooftop garden as one of their local food sources.

How To 91

How To Customer Expectations Loyalty Brands 91

Vocalabs

FEBRUARY 27, 2018

High-level business metrics are correlated to specific events during the customer service call, allowing us to directly measure the drivers of customer satisfaction and loyalty. . This report is based on over 5,000 telephone interviews conducted between 2011 and December 2017.

Survey 48

Survey Customer Service Banking Metrics 48

Feedback

NOVEMBER 24, 2016

To succeed in driving loyalty, you must understand customers better, map and analyze their interactions with your business, and determine their feelings, mood, sentiment, and opinion about your brand. . Through customer experience management, you can more effectively inspire loyalty and create an emotional bond with existing customers. .

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

Totango

JANUARY 22, 2018

Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. He is currently working with Hire, a new app that brings the power of Google to recruiting. The easy-to-use recruiting application helps small to medium businesses with their hiring needs.

Customer Success 76

Customer Success Meeting Lifetime Customer Consulting 76

Beyond Philosophy

DECEMBER 19, 2016

In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation. Good deeds build value & loyalty. These companies understand that businesses can use good deeds to build value and customer loyalty. Revolutionary Thinking on Customer Loyalty.

Sales 60

Sales Banking Retail Effort Score 60

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She didn’t disappoint. About Catherine. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation.

Leadership 0

Leadership Customer Experience Report Innovation 0

Wired and Dangerous

JANUARY 1, 2018

This Picky-Fickle-Vocal moniker represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. Patterson (SF: Berrett-Koehler May, 2011). Chip and John. Portions of this blog adapted from Wired and Dangerous: How Customers Have Changed and What To Do About it by Chip R.

Social Media 70

Social Media Policies Advertising Connections 70

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ShepHyken

MARCH 21, 2017

Easy to do business with has now become a greater predictor of customer loyalty than customer satisfaction. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women. Top Takeaways: If you are in a service industry, competence is the price of entry.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Wired and Dangerous

JANUARY 11, 2016

This Picky-Fickle-Vocal moniker represents a dramatic shift in what is required to ensure customer loyalty — the stuff of growth and profits. Patterson (SF: Berrett-Koehler May, 2011). What are your customers telling other customers and prospective customers today about your organization’s integrity? Bell and John R.

Social Media 70

Social Media Policies Advertising Connections 70

datastax

JANUARY 2, 2019

Today’s most powerful companies do everything they can to serve up personalized experiences to customers during every encounter, as personalization has proven to increase customer loyalty and drive more sales. In 2011, LinkedIn open sourced Kafka, a distributed streaming software platform. Kafka and Docker.

Trends 105

Trends Data Management Government 105

Totango

JANUARY 22, 2018

Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. He is currently working with Hire, a new app that brings the power of Google to recruiting. The easy-to-use recruiting application helps small to medium businesses with their hiring needs.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Customer Bliss

MAY 3, 2017

His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller, selling more than half a million copies worldwide. In addition to his management responsibilities at CEB, Matt is a noted business writer. Matt holds a Ph.D.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Beyond Philosophy

JULY 9, 2015

My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. This percentage represented an increase of 10% over the previous three years (45% global average in 2011). My angle is typically about Customer Experience.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

Customer Interactions

JULY 7, 2015

At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.

Average Handle Time 28

Average Handle Time First Call Resolution Management Contact Center 28