Magellan Solutions

OCTOBER 26, 2023

Magellan Solutions is ISO 27001:2013 certified for information security management, ensuring the safety and security of clients’ data. The company’s technology ensures efficient customer support, increasing satisfaction and loyalty. Our experienced team is ready to elevate your customer satisfaction and loyalty goals.

Call Center 52

Call Center Company CRM Customer Satisfaction 52

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Customer feedback is vital when it comes to creating the best experiences, but getting it is a challenge! Added by Anne Reuss on Aug 05, 2013.

Brands 110

Brands Retail Consulting Touchpoint 110

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Fred Reichheld had already written several books on loyalty. In those, customers give feedback, and Sprint responds to the feedback. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.

B2C 111

B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

CX Journey

MARCH 5, 2019

They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Customer Experience: Marketing without Marketing Why Bother Giving Great Service? Do You Have a 12th Man Advantage? Raving Fans vs. Fairweather Fans What is the CX End Game? Raving fans. They are the ultimate fans.

Sports 86

Sports Video Brands Innovation 86

CX Journey

MARCH 5, 2019

They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Customer Experience: Marketing without Marketing Why Bother Giving Great Service? Do You Have a 12th Man Advantage? Raving Fans vs. Fairweather Fans What is the CX End Game? Raving fans. They are the ultimate fans.

Sports 80

Sports Video Brands Innovation 80

ProProfs Chat

JUNE 21, 2019

Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. Discounts, free shipping, and loyalty points rule the list. According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

Data 100

Data Social Media Analytics Entertainment 100

Responsetek

MAY 3, 2018

Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. Today’s consumer has an insatiable appetite for immediate gratification and with that comes the expectation that they can provide feedback to your business in real time.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

Daniel Group

JUNE 28, 2019

This submerged 90% of the experience is where the battle for the customer’s loyalty is won and lost. These include brief customer feedback surveys following a transaction, field observation and mystery shopping, and monitoring mentions of your company or product on social networks and other public forums.

Customer Experience 40

Customer Experience Loyalty Customers Measurement 40

SurveySparrow

NOVEMBER 15, 2019

I think it was in 2013, while covering the marketing and advertising space, that I started hearing more and more about the need for companies to be more customer-centric in order to transform the user experience. How can companies most effectively use online survey software to help foster customer loyalty?

Advertising 71

Advertising Chatbots Survey e-support 71

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. One of the most powerful forces inside an organization is clear feedback from customers, which is why so many organizations are building voice of the customer (VoC) programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Magellan Solutions

APRIL 15, 2021

Brand Loyalty. If you have a solid customer service then brand loyalty is just easy to achieve. You need to invest a lot of effort to achieve your customers’ loyalty towards your brand. They will give you feedback about your customer’s FAQs and issues. This is another example of how important brand loyalty is.

Omni-Channel 52

Omni-Channel Customer Service Call Center Customers 52

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. In 2013, a guest named Mike McCready tweeted that his room’s view wasn’t so nice. Their online reputations are remarkable too.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. This record-breaking number was an increase of about 40% over 2013, which was the previous high. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines.

Banking 40

Banking Financial eBook Advertising 40

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. This record-breaking number was an increase of about 40% over 2013, which was the previous high. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines.

Banking 40

Banking Financial eBook Advertising 40

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m Holistic refers to the entire customer lifecycle , the entire process from voice-of-the-customer to transformation to loyalty-building, and the entire company engaged in concerted passion for customers’ well-being.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. As they put it “ most enterprise software sucks because product teams design it based on feedback from buyers.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Comm100

AUGUST 24, 2016

“Exceeding expectations” is a great business/marketing phrase, but consistently meeting basic expectations yields greater customer loyalty , and is far cheaper. It allows a company to respond to suggestions, question, and overall feedback in real-time, all of which seems ideal for customer service applications.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Eptica

SEPTEMBER 30, 2015

On the positive side, brands can differentiate themselves and grow by offering a superior customer experience that meets consumer needs and drives loyalty and increased sales. It shows there has been scant change to customer service levels, with no overall improvement since 2013. out of 100 – in January 2013 it was 78.2.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Talkdesk

MAY 10, 2016

By definition, subscribers can easily switch service providers, so vendors wanting to earn the loyalty of their subscribers must present on-going value and memorable services that get better and better. Huffington Post || January 18, 2013. “As They also expect a real-time experience with immediate fulfillment. The Spare Change Startup.

Culture 40

Culture Sales Loyalty Software 40

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

ReviewTrackers

FEBRUARY 14, 2019

The Rise of Patient Feedback. Consumers are relying on feedback of previous happy (or unsatisfied) customers in order to make purchase decisions. They’re reading patient feedback to guide their healthcare decisions. ” Doctors and healthcare professionals are listening more closely to patient feedback, too.

Feedback 62

Feedback Healthcare Social Media Hospitality 62

Stella Connect

MAY 4, 2017

Five Ways to Create Customer Loyalty ” (with video). How you build your team, and manage them day to day, can have a dramatic impact on customer satisfaction and loyalty. Since 2013, Amber has served as Contact Center Site Manager for U.S. Here’s a sampling of articles and posts that really resonate with us. Tuesday May 23, 3.15-4.15pm.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. v] “Tyler Seguin’s Account Tweets ‘Only Steers and Queers in Texas’; New Stars Center Says He Was Hacked”, SportsDay, July 2013, [link].

ROI 45

ROI Social Media Airlines Customer Service 45

SmartKarrot

MAY 13, 2020

Similarly, a study focused on branded mobile phones by Kim, Lin & Sung, 2013 noticed that most of the tech products incorporated at least one of the seven Engagement Attributes: Control; Customization; Vividness; Multi platforming; Motivation; Feedback; Novelty. Do solutions for measuring engagement exist?

Engagement 10

Engagement Study Measurement Analytics 10

Amity

JANUARY 30, 2014

To accomplish this, companies will focus across three dimensions: designated client and support team relationships, the utilization of customer success based software to understand usage, adoption and an attribute of usage health, and the use of a Net Promoter Score (or similar) feedback loop. Generating Consistent Customer Health Scores.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Customer loyalty and customer retention are at risk. So, how do you evolve in an ever changing banking world?

Banking 48

Banking Customer Experience How To Financial 48

ClearAction

SEPTEMBER 28, 2015

It is a shift from silo management of VoC, references, predictive analytics, loyalty management, user experience design, customer service, and other facets of CXM. Patterns in customer experience data reveal trends, connections, and impetus to make a difference for the greater good. customer listening posts).

Customer Experience 48

Customer Experience ROI Customer Experience Management Government 48

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. A simple search for customer experience, loyalty, and customer experience metrics brings up a number of different measures, but h ow do you know which one is best to use for a given scenario?

NPS 150

NPS Metrics Effort Score Customer Experience 150

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. His Heart of the Customer Customer Experience Model is a powerful tool designed with one simple goal: customer loyalty. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

JANUARY 21, 2021

Some of it came kind of from our business focus as we emerged in kind of the customer satisfaction, customer loyalty measurement industries from the research perspective. Give us kind of the why and the what of this? Steve Walker: (05:42). We just found we had a niche with B2B companies and it was because B2B is different and it was complex.

B2B 95

B2B Company B2C Customer Centricity 95

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. His Heart of the Customer Customer Experience Model is a powerful tool designed with one simple goal: customer loyalty. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Retently

AUGUST 22, 2018

Airlines 2013 | By No. And here’s a trend analysis of the bottom-line margins of the airlines industry from 2008-2013: Airlines industry | Bottom-line margins 2008-2013. Great customer service and profitability can go hand-in-hand when you have a framework to proactively listen, act and reflect on customer feedback.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Thematic

SEPTEMBER 6, 2018

Numerous companies use NPS today to measure customer loyalty, and the reasons to implement NPS are many. Net Promoter Score – the customer loyalty metric. NPS gives you a gauge as to how your customers feel about your company, but more importantly, it measures customer loyalty. Increased customer loyalty.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

ijgolding

MAY 5, 2017

Additionally there are some really obvious common sense behaviours – treat candidates with respect in terms of providing feedback, give them information providing real insight into the role which – including what their targets and KPIs will be, other deliverables expected, existing team structure, historical percentage of typical bonus paid etc.

Brands 144

Brands Customer Journeys Brand Values Airlines 144