Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. Let’s explore a little bit more.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Eliza (@eliza_jacobs) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. WHY CUSTOMER LOYALTY IS IMPORTANT.

Loyalty 122

Loyalty Company Call Center Video 122

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

ijgolding

SEPTEMBER 15, 2016

Before the chatbot, if we wanted to check the weather online, for example, we could go to our browser and search using our postcode or check one of the many apps out there that fulfil the same purpose. There is no doubt that chatbots are here to stay, with tens of thousands of chatbots expected to be released in 2016.

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

Beyond Philosophy

OCTOBER 17, 2016

It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. Understanding how memories form is important to fostering customer loyalty and retention. The memory your experience creates inspires customer loyalty. Is customer loyalty a function of experience or memory?

Loyalty 60

Loyalty Training Consulting Customers 60

Michel Falcon Experience

APRIL 22, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. Take this Warby Parker story as an example.

Loyalty 79

Loyalty Customer Service Call Center Video 79

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. Take this Warby Parker story as an example.

Loyalty 79

Loyalty Customer Service Call Center Video 79

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. For example, people want answer fast answers – in the U.S. For example, people want answer fast answers – in the U.S.

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

ShepHyken

DECEMBER 5, 2016

The author shares some interesting ideas and uses some excellent examples to make his point. Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

Forrester

NOVEMBER 2, 2016

To find out, in 2016, Forrester used its Customer Experience Index ( CX Index TM ) methodology to measure and benchmark the CX of 72 India brands across eight industries. Forrester's CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty. For example, Read more.

Customer Experience 40

Customer Experience Survey Measurement Report 40

ENGAGE.cx

MARCH 9, 2017

Part 2 – Creating Loyalty with Customer Experience and Location. Click to download The New Loyalty 3 part series. In 2016, major brands like Walmart, REI, Belk and Target announced that omni-channel customers – or those that shopped across multiple channels – spent on average 2-4 times more than the average customer.

Omni-Channel 45

Omni-Channel Loyalty Measurement Brands 45

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. If they do it well, it becomes a ‘self reinforcing’ process which sweeps through the whole organization and as a final result the loyalty of their customers will strengthen towards the bank.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). Trust Extending Customer Experience Example from Zappos.

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

ShepHyken

JULY 18, 2016

This article has some stats and facts, along with some examples, that will prove how effective and important this customer service channel can be. Customer Loyalty: Obligation or Happy Marriage? The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken. My Comment: Want to smile today?

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

DECEMBER 12, 2016

Conversational) Read through the following 20 examples of positive phrases for customer service success. Social media ROI, loyalty and the customer experience by Chris Teso. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

LiveChat

OCTOBER 31, 2019

4 automation strategies to improve customer loyalty. For example, call center automation programs can increase call center productivity by automating repetitive and manual tasks like data entry and locating customer information. What was remarkable in 2016 is now only average. Marketing automation.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Smith+co CX

JANUARY 21, 2016

I know I don’t just speak for myself when I say it’s good to see the back of those sleep-inducing articles that start with “Five predictions for 2016” and “2016 the year of the blah blah blah”. Take ‘digital’ for example. How to digitalise your digital digits in the digital year of 2016”. Oh pull the other one.

Social Media 28

Social Media Advertising Brand Values Brands 28

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! Functional elements, for example, include saving time, reducing risk, and organizing. The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

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

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. My shopping story is a good example. These emotions lead to loyalty, advocacy, and love. 15 times more likely ! That’s a huge difference. What is the missing link of emotional analysis?

Analysis 223

Analysis Feedback Effort Score NPS 223

ijgolding

FEBRUARY 20, 2017

Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience. Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Alida

MARCH 21, 2018

For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

ijgolding

JULY 3, 2017

For example, if someone is calling about a discontinued product, add some alternatives on that product’s page for the representative to recommend. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

ShepHyken

SEPTEMBER 26, 2016

Take Starbucks as an example. A great example we can all learn from. You’ll find some solid ideas here with some good examples to back them up. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. The same can be said for great service cultures. by Benjamin Noble.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Lumoa

AUGUST 23, 2021

Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. The bot can generate over 2,000 different responses, depending on what category and emotion the keyword falls under— proving that creativity and empathy are appreciated in every form, building a sturdy base for loyalty.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Kerry Bodine

OCTOBER 13, 2016

In particular, you’re looking for behaviors that drive the business results you most care about, like increased revenue, customer loyalty, or support center costs. For example, your site metrics might point to spot where a large percentage of customers drop off before they purchase.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

Kerry Bodine

OCTOBER 13, 2016

In particular, you’re looking for behaviors that drive the business results you most care about, like increased revenue, customer loyalty, or support center costs. For example, your site metrics might point to spot where a large percentage of customers drop off before they purchase.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

AWS Machine Learning

SEPTEMBER 2, 2022

The Chefz is a Saudi-based online food delivery startup, founded in 2016. The biggest challenge in the industry is maintaining customer loyalty. For example, during Ramadan season, days are divided into Iftar and Suhoor. This is a guest post by Ramzi Alqrainy, Chief Technology Officer, The Chefz.

Technology 93

Technology Interaction Customer Satisfaction Metrics 93

CSM Magazine

FEBRUARY 17, 2022

One example is the use of brand advocates and gig customer service experts who can provide global 24/7 customer service. For example, in November 2020, Facebook acquired Kustomer to power the way it provides customer service to businesses on its platform. brand websites), but also where the customers want to be.

Trends 98

Trends Industry Customer Service Chatbots 98

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. For example, you could email promoters asking for public reviews, send passives a reengagement newsletter highlighting new features, or offer detractors special promotions. When businesses adopt a proactive approach to customer care, customers reward them with their loyalty.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Beyond Philosophy

NOVEMBER 8, 2017

My co-author of The Intuitive Customer (Palgrave Macmillan, 2016), Professor Ryan Hamilton of Emory University, compares the Intuitive System to a helpful 8-year-old. Habits are an example of when the Intuitive System is trying to help. For example, when I go to pay for something, I always reach for my American Express (AmEx) card.

System 138

System Government Examples Consulting 138

CSM Magazine

AUGUST 24, 2021

If we consider this against the backdrop of the pingdemic, brands must adapt or else face long term repercussions to customer loyalty and retention. A gig customer service model, for example, where workers are able to carry out their day to day role from the comfort of their home, coffee shop, or wherever they please is just one example.

Transportation 96

Transportation Hospitality Customer Service Brands 96

Beyond Philosophy

FEBRUARY 27, 2017

“These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

John Paul

MARCH 18, 2020

John Paul, leader in client relations and loyalty services, and Toyota Financial Services (TFS) have created “Start Connect”, a digital assistant that makes life easier for drivers. Two examples of services provided: Valet Service. John Paul has been part of the Accor group since November 2016. Fuel Service. ABOUT DE JOHN PAUL.

Financial 52

Financial Connections Travel Insurance 52