Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. Most retail CFOs would spit coffee at the suggestion that customer experience is their problem, but services can be easily and practically budgeted for, commoditized and recorded in a brand’s annual reports. This is, in effect, a monetized loyalty strategy.

Retail 110

Retail Brands Banking Loyalty Programs 110

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Resources Airlines 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ProProfs Chat

APRIL 16, 2020

This basically means that customers are unable to communicate with the brands that they have supported since they do not employ multilingual customer service agents. What this inadvertently impacts is customer loyalty towards your brand. 3: Boosts Customer Loyalty. Your customers are your best brand advocates.

Loyalty 96

Loyalty Customer Service Self Service Knowledge Base 96

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Improve customer service and loyalty. Reports and analytics. Improved Customer Service and Loyalty. Note: This blog post was originally published on Jul.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. brands are losing approximately £7.7

Poor Customer Service 40

Poor Customer Service Report Self Service Consumers 40

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The loyalty industry still operates mostly on tightly-integrated legacy technology platforms, in which changes are slow and expensive.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. Will Your Brand Be on the Customer’s Naughty or Nice List? Feeling stressed already that your brand might wind up on the naughty list for customer service? Feeling stressed already that your brand might wind up on the naughty list for customer service? billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. This way, they stick with the brand, increasing profitability and reputation. Customer satisfaction directly impacts brand reputation, referral programs, conversion rates, and revenue.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Michelli Experience

FEBRUARY 14, 2017

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015.

Video 235

Video Retail Communication Course 235

Forrester

OCTOBER 6, 2015

But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. Given that, I expected our latest US CX Index report would reveal that brands are delivering customer experiences that are getting better at strengthening the loyalty of their customers.

Customer Experience 40

Customer Experience Effort Score Exercises Study 40

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. on July 21.

Brands 52

Brands Transportation Sales Innovation 52

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. How can your brand adopt a customer service mobile strategy?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Comm100

NOVEMBER 13, 2022

The state of customer service is always changing, and brands must keep up. They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS. Reporting and insights. Queue length and wait time reports. Usage reports.

Omni-Channel 221

Omni-Channel Customer Service Chatbots Social Media 221

Helen Dewdney

MAY 4, 2016

Tesco PLC’s Preliminary Results 2015/16 showed positive and improving like-for-like sales growth trends in all regions whereas Sainsbury’s showed a drop for the second year running so where does that leave Sainsbury’s? But is Sainsbury’s making the right decisions? However, Coupe may be following Clarke’s path in more than one way.

Retail 30

Retail Brands Groups Sales 30

Forrester

AUGUST 31, 2015

With recent drops in global stock markets and all eyes on China's economy, the timing of the China CX Index report couldn't be more serendipitous. This year, we examined 60 brands across five industries in China: banking, insurance, retail, e-commerce, and mobile device manufacturing. Brand Strategy and Customer Experience.

Brands 40

Brands Insurance B2B Banking 40

Win the Customer

FEBRUARY 26, 2016

As a result, business transparency has taken root, spreading its canopy to cover more than just financial reporting. Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. In our digital age, brand transparency is indistinguishable from social honesty. Sustainability and Transparency.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. 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

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. Restive guests: understanding hospitality loyalty. Getting your hotel in order.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S.,

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging.

Social Media 100

Social Media How To Innovation Software 100

Kustomer

FEBRUARY 10, 2020

Independent report confirms company’s ongoing commitment to create and maintain a secure operating environment for its client’s confidential data. The company is powering satisfaction and loyalty for some of today’s most iconic, people-first brands, including Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away and UNTUCKit.

Omni-Channel 52

Omni-Channel Policies Customer Centricity CRM 52

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. The Harvard Business Review further quantifies this point, reporting that customers who had the best experiences spend 140% more compared to those who had the poorest experiences.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Chadwick Martin Bailey

DECEMBER 30, 2015

In our introductory blog post to this new tool, CMB’s Erica Carranza discuss the best way to understand how your brand our product makes consumers feel and the role those feelings play in shaping consumers’ choices. Isn’t it great when you can take a topic like loyalty and apply it to your favorite television show? Check it out.

Analytics 52

Analytics Consumers Analysis Consulting 52

West Monroe

MARCH 27, 2017

While this number dropped from 6,270 FDIC-Insured banks in September of 2015, total assets actually increased from $15.8 trillion in 2015 to $16.7 Through automated and timed reports, interactive dashboards, and workflows that allow you to work smarter and not harder, you strengthen your bond within your own teams.

Banking 40

Banking CRM Loyalty Customer Centricity 40

Storyminers

MARCH 11, 2019

From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’. How do brand strategists capture the power of storytelling for the modern age of consumerism and instant gratification?

Marketing 113

Marketing Social Media Advertising Video 113

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer. Janice Cuban.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Mobility First – Thinking Beyond the Basics of Mobile. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Influitive

OCTOBER 11, 2015

Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 40

Customer Engagement Loyalty Engagement Social Media 40

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. Data from the 2016 Mobile 500 report reveals m-commerce grew nearly three times faster than e-commerce in the United States.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Talkdesk

AUGUST 20, 2015

This presents a significant challenge for modern companies, who must adapt to provide a better customer service experience or risk eroding loyalty, losing revenue and contributing to the growth of competitor companies. According to a recent report, 71% of customers have ended a relationship with a company after a poor service experience.

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. 30, January 2015. There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! And yet many companies still don’t quite get it right.

Customer Care 110

Customer Care Social Media Marketing Conference 110