Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. this year, almost reaching the level from our initial study in 2012. Download report for $695.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. The average score this year, 59%, represents a six percentage-point increase over last year and is the highest score achieved since the ratings’ inception in 2012. This product has a report (.pdf) pdf) and a dataset (excel).

Report 120

Report Net Promoter Score Effort Score Innovation 120

Optimove

FEBRUARY 15, 2024

Rusty Warner, Vice President and Principal Analyst at Forrester As B2C marketers, we are bombarded with technology – but which ones will deliver returns, and which will end up costing money and customer loyalty? Since 2012, Optimove has revolutionized marketing by focusing on Customer-Led Marketing programs.

Conference 52

Conference Connections Case Study CRM 52

Currency Alliance

OCTOBER 11, 2018

By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Optimove

NOVEMBER 7, 2023

From building innovative Predictive Models back in 2012, to the recent launch of our AI Copy Assistant, and everything in between – AI has always been at the core of Optimove. Seems like a wish from our wildest dreams. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.

Marketing 83

Marketing Multi-Channel Groups Customer Journeys 83

Kayako

SEPTEMBER 20, 2018

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . Make Customer Experience a Priority . Define the Ideal Customer Experience .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Optimove

AUGUST 15, 2023

As a result, most of us are no strangers to scanning QR codes to pay for goods at the till, grab in-store discounts, reap loyalty rewards, and see what’s on the menu (52% of the one million+ restaurants in the United States use QR code menus). Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning.

Brands 52

Brands Marketing Advertising Video 52

CSM Magazine

DECEMBER 19, 2022

There are many perks to playing on an online casino, from the welcome bonuses and seemingly endless ongoing promotions to the massive game libraries and generous loyalty clubs. Launched in 2012, LeoVegas is a top-rated online casino that has grown from one strength to another.

Customer Service 52

Customer Service e-support Rewards Programs Entertainment 52

Maru Group

FEBRUARY 7, 2022

As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages. If the chasm grows between expectation and experience, then loyalty will diminish just as rapidly.

Financial 89

Financial Travel Banking Policies 89

Michelli Experience

DECEMBER 23, 2015

So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more referrals, you are certainly not alone ! However, the dealership experience in the United States (how do I put this delicately) ….was was less than the “best.”

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

CSM Magazine

JUNE 8, 2023

Companies boost their reputation and brand image and build loyalty by treating customers right. Founded in 2012, it’s been an industry leader in online gaming ever since. That’s why excellent customer service goes far and beyond in establishing loyalty and customer retention for airlines.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

LoyaltyPlus

MAY 30, 2018

The Programme also features a strong partnership component, which is to be expected given that it started as a loyalty facility aimed at members. This growth in non-Agriculture Members sparked a spin-off programme in 2012 called MyBonus, which currently boasts a membership base of approximately 350,000.

CRM 72

CRM Software Government Loyalty 72

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

AskNicely

DECEMBER 28, 2018

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. Back in 2012, Marketing Sherpa did a study on subject lines that tested clarity against creativity and found “On average, each channel garnered 541% more responses from the clear subject lines.”

NPS 150

NPS Survey Net Promoter Score Study 150

Heart of the Customer

SEPTEMBER 11, 2014

A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. By building loyalty, companies with a great customer experience grow organically, through keeping customers and selling more to them. The CX Laggards lost 2.5% over 7 years.

Customer Experience 132

Customer Experience Net Promoter Score Report Loyalty 132

ReviewTrackers

JANUARY 30, 2019

has more than tripled from the 1970s, when approximately 67 million households had pets, to 2012, when there were 164 million owned pets. In other words, in 2012, 62 percent of American households included at least one pet.”. According to the Humane Society, “Pet ownership in the U.S. Running a veterinary practice? Use Review Widgets.

Tips 96

Tips Management Social Media Healthcare 96

Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” ” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

Forrester's Customer Insights

APRIL 8, 2015

Wonder how your loyalty strategies compare to others in the industry? As a refresh to our 2012 benchmarks , we invite you to take part in our 2015 Customer Loyalty Benchmark survey. If you manage or make decisions about your company's customer loyalty initiatives, we want to hear from you. Customer Insights'

Loyalty 20

Loyalty Loyalty Programs Customer Insights Survey 20

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Retently

MARCH 23, 2023

There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty. Since 2012 , United has been ranked as the worst or near worst among its competitors. Improve your company’s NPS score to unlock the potential of customer loyalty and, as a result, drive revenue growth.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Lumoa

MAY 7, 2018

Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. At Intercom, we use NPS to measure customer loyalty and CSAT for customer support. If you’re going to take more perspective, it will be a lot easier."

Customer Experience 246

Customer Experience NPS Metrics Customer Centricity 246

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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

Bob Hayes

AUGUST 21, 2017

In fact, a recent survey by retail management firm BRP Consulting found that 45% of retailers are expected to increase the use of artificial intelligence for customer experience in the next three years, and 55% of retailers are focused on optimizing the customer experience to increase customer loyalty. And this trend will likely continue.

Customer Experience 103

Customer Experience Retail Analytics Social Media 103

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

Handbook 61

Handbook Customer Service Training Training Measurement 61

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Beyond Philosophy

DECEMBER 19, 2016

Sales soared in 2012. Good deeds build value & loyalty. These companies understand that businesses can use good deeds to build value and customer loyalty. However, to effectively use company values to build customer loyalty, you have to actually mean what you say! Revolutionary Thinking on Customer Loyalty.

Sales 60

Sales Banking Retail Effort Score 60

Beyond Philosophy

NOVEMBER 29, 2014

In 2012, Wal-Mart moved Black Friday discounts back across the midnight boundary, exploring the potential for Thanksgiving night shoppers. According to Scott Robinson, Senior Director, Loyalty Design & Solutions of Bond Brand Loyalty, the atmosphere around Black Friday as a social event has changed as well.

Social Media 117

Social Media Wireless Retail Leadership 117

One Millimeter Mindset

JANUARY 7, 2021

My professional mantra since 2012 remains: “Depending on where we sit around the table, we all hear stories differently. How would a more professionally inclusive culture, reflecting the voices of all employment tiers, attract and retain more employees and clients? What you do next is in your hands.

Leadership 89

Leadership Culture Guidelines Strategy 89

Beyond Philosophy

MARCH 22, 2017

The truth is, my visits are among the 500 million that didn’t happen since 2012 for McDonald’s. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty. With that type of market coverage, McDonald’s could have an easier time deliver the goods for delivery.

Entertainment 127

Entertainment Customer Experience Training Brands 127

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

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Think Customers

AUGUST 8, 2016

According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent from the comparable day in 2012) and 11.3 The opening ceremonies this year drew 25.5 million viewers.

Customer Engagement 40

Customer Engagement Loyalty Engagement Strategy 40

Ann Michaels and Associates

DECEMBER 12, 2018

Forrester Research studies around the Customer Experience Interest shows that making customers feel valued and respected is the number one factor leading to customer loyalty. Analysts estimate that mobile payment will surge more than 16-fold between 2012 and 2020 as consumers adapt to this prevalent technology. Get the Basics: Right?Retail

Customer Experience 56

Customer Experience Multi-Channel Apparel Retail 56

CX Journey

DECEMBER 10, 2015

In 2012, J C Penney decided to launch a dramatic rebrand under the leadership of new CEO, Ron Johnson. It turned out that the very thing he had cut was what had been driving customer loyalty all along. From start to finish, use accurate data to create customer personas. It was a tough and expensive lesson for the brand.

Customer Journeys 80

Customer Journeys Entertainment Social Media Healthcare 80