ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. Most people think customer loyalty is about a lifetime. As you ask yourself the loyalty question, think about the next time every time. So, The Loyalty Question 2.0 The post The Loyalty Question 2.0

Loyalty 139

Loyalty Self Service Customer Service Training Tips 139

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

AskNicely

NOVEMBER 28, 2018

What you may know is that Net Promoter Score is widely renowned as the measure of customer loyalty. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. Register Now!

NPS 150

NPS Net Promoter Score Study Groups 150

Experience Matters

APRIL 24, 2018

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It uses feedback from 10,000 U.S.

Groups 154

Groups Industry Loyalty Consumers 154

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Talk to your board.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Excellent customer experiences grow customer loyalty. Personalization will help drive a customer’s respect and loyalty. That’s a wrap on customer service trends 2018.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. Experts believe that in 2018, marketing leaders will be dealing with disruption and adapting emerging technologies that are starting to mature beyond their initial hype. .” Ad spend shakes up.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

Kayako

FEBRUARY 14, 2018

In 2018, the vast majority of products on the market are pretty similar. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” A customer who comes back for more.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. This is something that we see gathering pace in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Currency Alliance

JUNE 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. So in the context of the gongs now having been handed down, here’s a look out over loyalty marketing landscape: what makes a winning program now, and what new surprises might be in store for 2019.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

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

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges? Read the First Part of the Interview.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

CloudCherry

OCTOBER 25, 2018

At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul). The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Now, Pizza Hut tracks three big drivers of the customer experience.

CEM 170

CEM ROI Metrics Call Center 170

Vonage

APRIL 12, 2018

This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry. This purpose also informs our approach to Customer Success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

Helen Dewdney

MAY 28, 2021

Today, (28/05/21) the FCA implements a package of remedies to improve competition and protect home and motor insurance customers from loyalty penalties. It is focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients.

Insurance 64

Insurance Loyalty Company Policies 64

CloudCherry

DECEMBER 1, 2018

At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul). The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Now, Pizza Hut tracks three big drivers of the customer experience.

CEM 150

CEM ROI Metrics Call Center 150

SurveySparrow

JUNE 19, 2020

By prioritizing on employee loyalty. And how do you improve employee loyalty? 9 Simple Ways to Improve Employee Loyalty. Employee Loyalty is no trivial affair. Here are 9 insanely simple ways to manage and improve employee loyalty. So, how can you do this? Let us show you how. Provide Flexibility to Your Employees.

Loyalty 96

Loyalty Engagement Course Feedback 96

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? This is done because the company makes money from the customers continued loyalty. Do you know which area offers you the biggest chance of beating the competition in 2018? Subscribe on Apple Podcasts to get new episodes as they become available.”.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 127

Customer Experience Customers Customer Experience Design Customer relationships 127

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

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Oracle

NOVEMBER 21, 2018

This is a preview of the report, “ 2018 Holiday Ecommerce Predictions ”. Here’s a sneak peek of the strategies to help you win this holiday season: Rather than offering discounts, Annex Cloud recommends engaging loyalty customers with limited-time opportunities to exchange loyalty points for gifts cards that can be used as holiday gifts.

Ecommerce 40

Ecommerce Tips Loyalty Report 40

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018. We have you covered.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Answering Questions about User/Customer Loyalty. Use Data and Analytics to Answer Important Questions about Customer Loyalty.

Analytics 93

Analytics Loyalty Analysis Data 93

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MAY 28, 2018

ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. My Comment: Loyalty programs can be powerful. by Sue Duris.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

DECEMBER 24, 2018

Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. The post 5 Top Customer Service Articles for the Week of December 24, 2018 appeared first on Shep Hyken.

e-support 88

e-support Customer Service Loyalty Data 88

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Creating trust is paramount to creating customer loyalty. It doesn’t matter what type of business you are in, trust creates loyalty. Reviewing 2018 – our top 10 blog posts from the year.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

ShepHyken

SEPTEMBER 17, 2018

Tech Brands Dominate Brand Loyalty Rankings By Paul Ausick. (24/7 Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. My Comment: Which brands are the leaders in customer loyalty?

Customer Service 82

Customer Service Automotive Metrics Loyalty 82

ShepHyken

OCTOBER 15, 2018

My Comment: Delivering a consistent and predictable customer experience builds customer confidence, which can lead to trust and potentially customer loyalty. The 2018 Customer Service Study from ThinkJar highlights strategy, budgeting, stakeholders, and the current top-trends: digital transformation, AI, IoT, and data-based decision making.

Customer Service 86

Customer Service Automotive Tips Feedback 86

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. April 10 – 11, 2018. April 16 – 18, 2018. April 18, 2018. April 19, 2018. April 19 – 20, 2018. April 23 – 25, 2018.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60