Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 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. Download report for $495. includes report plus dataset in Excel).

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

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. in 2015—an increase of more than eight points—after two straight years of declining scores.

NPS 120

NPS Net Promoter Score Report B2B 120

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! brand customer experience loyalty marketing' Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year. Anna Wintour.

Trends 171

Trends Brands Retail Leadership 171

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Download report for $295.

Report 120

Report Net Promoter Score Wireless Airlines 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. More Posts - Website Follow Me: The post What Will SXSW Mean for Customer Experience in 2015? There will be future surprises in store!

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Forrester

NOVEMBER 7, 2014

In 2015, the race from good to great CX will hit the gas pedal. Predictions 2015. customer loyalty. CX Customer Experience Customer Experience Customer Experience Index Predictions 2015 Voice of the Customer campaign management citizen experience customer loyalty emotional design social listening'

Loyalty Programs 109

Loyalty Programs Insurance Government Loyalty 109

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.

Loyalty 117

Loyalty Loyalty Programs How To Retail 117

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

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

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

QuestionPro Audience

JANUARY 3, 2018

A good mobile app adds to the customer experience, and creates brand loyalty. In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015.

Travel 294

Travel Airlines Consumers Loyalty 294

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Organizations that prioritize customer experience and strive to achieve higher levels of CX maturity will be better positioned to drive customer loyalty, retention, and revenue growth.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. All set with your shiny new strategies and bold new plans? ” We’ve all been there. Today is the day!

Entertainment 247

Entertainment Leadership Social Media B2B 247

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! This article will walk you through many different levels of customer loyalty. The best of customer experience. It’s Time to Retire the “Ticket” by Sarah Chambers.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. will rise between 6 and 8% this year. billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Forrester's Customer Insights

APRIL 11, 2022

smart, unbiased math) to interpret how those perceptions of customer experience drive loyalty. Since 2015, client brands have used our CX Index scores to track how their […]. We use statistical algorithms (e.g.,

B2B 26

B2B Loyalty Consumers Brands 26

Currency Alliance

DECEMBER 21, 2016

They’ll be able to integrate their loyalty program, too – collecting loyalty currency and using coupons. The future of customer loyalty is mobile. Up from $75 billion in 2015. Customer loyalty must be simple and convenient for consumers to embrace it. With skepticism.

Loyalty 40

Loyalty Loyalty Programs Study Consumers 40

Experience Matters

APRIL 13, 2016

Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index.

Loyalty Programs 120

Loyalty Programs Loyalty Customers Consumers 120

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

CloudCherry

SEPTEMBER 1, 2019

His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

Conference 244

Conference Study Sales Leadership 244

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

Provide Support

MAY 10, 2016

Building Customer Loyalty in the Internet Age. © 2003 - 2015 Provide Support LLC. There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Loyalty 40

Loyalty Customers Feedback Consumers 40

GetFeedback

MAY 5, 2019

Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. No matter whether you base your loyalty program on discounts, exclusive vouchers, gifts, or another type of privileges, your customers will appreciate it. Loyalty plans based on various incentives.

Sales 277

Sales Loyalty Programs Social Media Policies 277

transcosmos Information Systems

MAY 25, 2015

We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. It is and will continue to be an important component to fostering customer loyalty and achieve brand definition that is a cut above the rest.

Social Media 48

Social Media Self Service Multi-Channel Trends 48

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Much has been made of customer apathy around loyalty programs in recent years.

Loyalty Programs 40

Loyalty Programs Loyalty Study Customers 40

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index benchmark for 2015. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty. customer loyalty. It is now, as they say, a whole new ballgame. measure CX.

Customer Experience 40

Customer Experience Measurement Loyalty Tips 40

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. The 2015 U.S. Download the 2015 U.S. the growing expectations for customer service in 2015. • and more (watch for the 2015 U.K. . • the growing expectations for customer service in 2015. • and more (watch for the 2015 U.K. With 98% of the U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty. customer loyalty. It is now, as they say, a whole new ball game.

Customer Experience 40

Customer Experience Measurement Loyalty Tips 40

Helen Dewdney

MAY 4, 2016

Firstly reducing Nectar loyalty points in 2015 and abolishing Brand Match in 2016, customers may well be forgiven for thinking that Sainsbury’s is chasing profits through taking away benefits and not on its customers, who will ultimately bring in those profits. But is Sainsbury’s making the right decisions?

Retail 30

Retail Brands Groups Sales 30

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. Parrish explains, “A good customer experience drives loyalty for companies that also perform better.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Strativity

MARCH 17, 2015

This complimentary virtual conference spotlights proven best practices for building customer loyalty by employing better engagement techniques and increasing retention via improved personalization technologies. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

Conference 40

Conference Connections Consumers Customer Journeys 40

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 40

Customer Experience Customers Company Customer Engagement 40

Steve DiGioia

MAY 11, 2020

You’ll never get loyalty from these shoppers. Customers, with no loyalty and even less fond service memories, found the next hot business to frequent. Copyright © 2015-2020 Steve DiGioia. ? They are willing to accept lowered service because they aren’t interested in service, only price. No Competition.

Loyalty 254

Loyalty Feedback Sales Customers 254