Maru Group

NOVEMBER 28, 2018

Online retail trade body IMRG now refer to Black Friday as ‘Blackvember’. In fact, 2018 Maru/edr results from two days before the big day itself found that over half (55%) of Black Friday shoppers had already completed a discounted purchase, the majority online. Key learnings from Black Friday 2018. Make the big bigger.

Loyalty 40

Loyalty Customer Experience Retail Analysis 40

Lumoa

OCTOBER 31, 2018

In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Honesty and transparency – the brands that continue to do what is right for their customer, when things go right and wrong, are the brands that will continue to flourish in 2018 and beyond.” Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ProProfs Chat

JUNE 21, 2019

eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.”

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Wootric CX Blog

DECEMBER 9, 2020

His real-world, tactical advice is a great reference for any CX champion looking to reorient their company behind the customer. In 2018, Banco Guayaquil launched Proyecto Centrico. They used the Listen, Learn, and Act framework, to: Gather customer feedback by delivering micro surveys at key touchpoints. their branch score.

Banking 52

Banking How To Effort Score Culture 52

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Use this information to seamlessly engage with each customer across touchpoints. But simply gathering this data is at best a half measure. By Swati Sahai.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

LiveChat

NOVEMBER 9, 2018

Shopping cart abandonment rate refers to the percentage of online shoppers who add items to their cart and abandon it without making a purchase. It is 2018 and if your website is not optimized for the mobile, it is time to get out of your cave. Now, that’s a ‘so close, yet so far’ kind of a situation. Mobile optimized site.

Abandon Rate 31

Abandon Rate Chatbots Retail Policies 31

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

BirdEye

APRIL 24, 2023

It’s measurable. Sales cycle: B2B usually has a longer sales cycle involving multiple touchpoints, as purchasing decisions are more complex and require approval. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. It’s more economical than outbound marketing methods.

Marketing 93

Marketing Social Media B2C Advertising 93

delighted

AUGUST 16, 2019

33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough. To stay ahead of the curve and reap these rewards, you must have a deliberate strategy for measuring and improving digital customer experiences. 56% of CEOs said digital improvements have led to revenue growth.

Customer Journeys 55

Customer Journeys Customer Experience Effort Score Multi-Channel 55

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. Episode Management.

Trends 173

Trends Customer Experience Self Service ROI 173

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing. 2018 saw a 14.2% Marketing technology (martech) spending, meanwhile, rose from 22% of budget in 2017 to 29% in 2018.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Currency Alliance

JUNE 19, 2019

More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys. Collecting data at more touchpoints is very useful. During a two-week spell in summer 2018, customers were tracked visiting A.T.U., measure through program execution.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Currency Alliance

NOVEMBER 14, 2019

But a customer’s values have a great deal to do with where they allocate their loyalty, and every business must now start sharing their emissions reduction plans and results, so that customers can feel that they are aligned with a brand that cares enough to measure their impact. Brands reward more touchpoints to grow emotional loyalty.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

North Highland

DECEMBER 19, 2018

Orchestration : Specific interactions and touchpoints are designed and delivered as an end-to-end experience versus a discrete transaction. In the analytics value chain, insight refers to any process that transforms information into knowledge. Ease : It is simple for customers to derive value from experiences. Trustworthy Insight.

Analytics 49

Analytics Self Service Analysis Competitive Advantage 49

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Emotional loyalty: add incentives along many touchpoints in customer journeys. Of equal importance are the resources to measure results. We believe these trends will occupy most brands’ efforts during 2019.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. Measurements and metrics are put into place. . In marketing circles, this is often referred to as “logos” that can be placed on websites and other marketing channels.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Qualtrics

AUGUST 11, 2021

This is why we took our HR strategy a step forward in 2018 by deepening our focus on the experience of every stage of our employees’ lifecycle from a culture, workspace, and technology perspective. . These include key employee events and touchpoints such as town halls and social media, as well as external sources such as job portals.

Employee Engagement 26

Employee Engagement Employee Experience Banking Engagement 26

Lumoa

APRIL 3, 2018

The question is, how can you measure it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Do not ask feedback after each touchpoint either.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Chattermill

OCTOBER 14, 2018

on 15 Oct 2018. Companies need a simple method to measure and manage customer loyalty in real time. Following two years of research, measuring the link between survey responses of individual customers of a company and those individuals’ actual referral and purchase behaviour. by Sam Frampton. Introduction. In 2003, Frederick F.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

Chattermill

OCTOBER 14, 2018

on 15 Oct 2018. Companies need a simple method to measure and manage customer loyalty in real time. Following two years of research, measuring the link between survey responses of individual customers of a company and those individuals’ actual referral and purchase behaviour. by Sam Frampton. Introduction. In 2003, Frederick F.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

Chattermill

SEPTEMBER 3, 2018

on 4 Sep 2018. Companies need a simple method to measure and manage customer loyalty in real time. Following two years of research, measuring the link between survey responses of individual customers of a company and those individuals’ actual referral and purchase behaviour. by Sam Frampton. Introduction. In 2003, Frederick F.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. deploying AI to automate touchpoints. Some use points as the unit of measure in their ecosystems, and some do not.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Comm100

FEBRUARY 5, 2018

These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more. In stark contrast, an actively disengaged customer represents a 13% discount in those same measures.”. engagement).

Social Media 123

Social Media CRM Self Service Software 123