Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Almost 40 to 50% of them, in fact.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Get to the root cause. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Beyond Philosophy

JUNE 9, 2015

When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall. Passenger inertia is not Customer loyalty. Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity.

Loyalty 60

Loyalty Loyalty Programs Airlines B2C 60

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

Retail 290

Retail Financial Report Customer Retention 290

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. People and culture. We’ll get into further detail later: Brand.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture? Why Should You Care About CX?

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Much More Multiculturalism : As ethnic groups grow, brands and retailers will integrate a sense of culture and culture-specific brand experience with all forms of outreach. brand customer experience loyalty marketing' Online Authenticity : As

Trends 171

Trends Brands Retail Leadership 171

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

JANUARY 19, 2018

It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad. ” Now THIS is deciding to be real.

Retail 135

Retail Connections Culture Study 135

Customers That Stick

OCTOBER 23, 2014

Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Restoring humanity to healthcare: the key to driving loyalty and growth. This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Retently

MAY 9, 2024

Investing in customer-centric cultures, using data-driven insights for strategic decisions, creating impactful loyalty programs, and leveraging customer feedback for continuous improvement are essential strategies for successful long-term customer retention. That means more sales without the extra work.

Customer Retention 130

Customer Retention B2B Customer Journeys Loyalty Programs 130

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Get a firmer grasp on the core concepts, winning strategies and hot topics surrounding customer-centric culture. Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . . CX Day 2014 . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Super Fans FTW.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. She didn’t disappoint. About Catherine. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

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 new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Interactions

JULY 7, 2015

In this week’s collection of CX buzz, we put together a great blend of insightful articles that cover topics such as customer loyalty, organizational cultures, and of course, the customer experience. This mix offers a little something for everyone to learn from, so be sure to share the knowledge with other CX professionals.

Course 28

Course Culture Loyalty Customer Experience 28

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Maz Iqbal

OCTOBER 2, 2014

Through this loyalty card, Tesco captured and made effective use of customer shopping data to grow revenues and optimise profits. Case Studies Culture Customer Experience Customer Insight (inc VoC) Customer Service Management customer experience customer focus customer obsession customer service customer-centric Tesco'

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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 new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. a website where businesses can explore the impact of a customer-centric culture transformation, and find the resources to do it.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

JUNE 25, 2018

Winning customer loyalty is like running a marathon?, In 2014, I wrote: Throughout all of my interactions, Enterprise actually made me, the customer, feel as though I was actually a little bit important. Take care of your customers and employees first, and the profits will follow.? not a 100-yard dash.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Kayako

JULY 7, 2016

You might argue, “well that was 2014,it doesn’t matter.” Building a great customer service team allows you to WOW customers and grow loyalty. They’ll help you to: Grow customer loyalty. Instead, the audio recording was published online, and was picked up by publications like Time , Bloomberg and TechCrunch. But you’d be wrong.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

ShepHyken

APRIL 18, 2017

First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. Create an environment and a culture where employees can thrive, and where they’re empowered to drive change on behalf of customers.

Net Promoter Score 74

Net Promoter Score Effort Score Customer Retention Loyalty 74

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. If you change course every month, you’ll never go anywhere.”

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

ChurnZero

MARCH 6, 2020

The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Today’s conscious consumers value openness and transparency; they buy more than a product—they buy a company’s mission, values, and culture. In CMSWire’s article on building a people-centric culture, CX Journey Inc.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. An international Customer Experience Strategy Expert and Customer-Centric culture transformation Specialist, Olga Guseva is a Keynote Speaker, internationally published Author, Blogger, and Consultant. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

APRIL 29, 2015

In April 2014, the football club I have supported my entire life was on the brink of something quite special. By April 2014, led by Barry Hearn, Orient had become one of the most stable professional sports clubs in the UK. Leyton Orient, a little known football club from East London were on the brink of promotion to the championship.

Leadership 120

Leadership Financial Sports Strategy 120

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CSM Practice

FEBRUARY 24, 2020

The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

GlowTouch

DECEMBER 4, 2020

In fact, security breaches have increased by an astounding 67% since 2014. For example, if the employee retention is high, it usually means there is a strong work culture that contributes to strong customer service. All these benefits build employee loyalty and lead to better work culture. How Much for Your Services?

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In October 2014, Vauxhall were in the midst of a huge nationwide safety recall.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CSM Practice

FEBRUARY 24, 2020

The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52