Comm100

JANUARY 11, 2023

As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. 80% of consumers surveyed say that they would be more loyal to brands that understanding them. Lower service costs and substantial ROI. An immediate response.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Team HGS

SEPTEMBER 30, 2019

CX Day Thoughts on Brand-behind-the-Brand Storytelling. That’s precisely why brand storytelling is all the rage in today’s world. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers.

Brands 40

Brands Social Media Contact Center Healthcare 40

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. The program is actually called, ‘ Voxi Drop ’.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

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.

Trends 173

Trends Customer Experience Self Service ROI 173

CX University

MARCH 11, 2024

By leveraging best practices in omnichannel data analysis, organizations can gain valuable insights into the impact of their marketing efforts across various touchpoints, leading to more informed decision-making and optimized strategies.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 52

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. But sustainable loyalty is based on the customer´s perceived value of, and cumulative experience with, each brand – and not on the points. Personalization powered by artificial intelligence.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. To create an environment where employees can listen to the customer and invent for the customer, brands invest in Voice of the Customer (VoC) programs. While this sounds really simple, the reality is that developing a multi-touchpoint, customer-centric strategy means CX teams must coordinate several moving parts at once.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. To create an environment where employees can listen to the customer and invent for the customer, brands invest in Voice of the Customer (VoC) programs. While this sounds really simple, the reality is that developing a multi-touchpoint, customer-centric strategy means CX teams must coordinate several moving parts at once.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Emotional loyalty: add incentives along many touchpoints in customer journeys. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySensum

SEPTEMBER 12, 2019

There’s a reason why Jeff Bezos , CEO of Amazon considered brands as hosts and customers as invited guests. Customer-first strategy is crucial to drive brand success in today’s competitive era. It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors.

Brands 67

Brands Net Promoter Score Customer Experience NPS 67

Currency Alliance

DECEMBER 17, 2019

There was a mix of good and bad, for loyalty in 2019. This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands. Customers are now in control.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

CloudCherry

FEBRUARY 20, 2019

From browsing on mobile when shopping in-store, to following brands on Instagram for product updates – your customers are spending more time with you in non-traditional ways. A real-time solution would let you pull up the customer journey in the meeting, add a touchpoint and start gathering insights right then.

Strategy 273

Strategy CEM Analysis Self Service 273

DemandJump

NOVEMBER 4, 2020

In 2019 it was estimated that digital advertisers lost around $42 billion through ad fraud across mobile, online, and in-app channels. This led the Mobile Marketing Association to release a comprehensive list of safe data-sharing policies in May 2019. Understand Mobile Audiences to Enhance Interactions and Improve ROI.

Multi-Channel 98

Multi-Channel Advertising Guidelines Social Media 98

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. When someone reaches out to a brand, usually it’s to resolve an issue or get information. Convenient, Flexible, and Connected CX Journeys.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. There is a growing divide in customer experience delivered by brands whose digital transformations are progressing well, and those being left behind. Brands embrace shared environmental goals with customers.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. The use of business-focused KPIs, such as revenue and return on investment (ROI), as a way to measure customer experience is far lower in comparison.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. But which tools are “right?” Twitter Analytics.

Social Media 99

Social Media Analytics Tools Marketing 99

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. But which tools are “right?” Twitter Analytics.

Social Media 85

Social Media Analytics Tools Marketing 85

Pointillist

MAY 19, 2020

An Inability to Quantify ROI is Still the Top CX Challenge and is a Barrier to Additional Investment “ Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it’s arguably the most important to help brands connect experience to financial results. In fact, high performers are 9.7

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Chattermill

SEPTEMBER 8, 2019

on 9 Sep 2019. For brands, reviews are a powerful marketing tool and a source of candid feedback. While we get the sentiment behind the “trust network” idea, not everyone wants to be a public brand advocate. Instead, make a point of asking for feedback at specific touchpoints where customers are likely to be satisfied.

Social Media 45

Social Media Effort Score Feedback Survey 45

Chattermill

SEPTEMBER 8, 2019

on 9 Sep 2019. For brands, reviews are a powerful marketing tool and a source of candid feedback. While we get the sentiment behind the “trust network” idea, not everyone wants to be a public brand advocate. Instead, make a point of asking for feedback at specific touchpoints where customers are likely to be satisfied.

Social Media 40

Social Media Effort Score Feedback Survey 40

Currency Alliance

NOVEMBER 17, 2020

In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Today, the best experience we receive from any brand becomes our expectation of every brand.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Hero Digital

OCTOBER 16, 2018

As marketing leaders plan their 2019 budgets and strategies for new ways to reach customers and instill loyalty, it’s time to consider the future of customer experience for your brand. Our CX Maturity Model is a framework that helps to assess your current organizational approach and provide an achievable roadmap for moving forward.

Omni-Channel 41

Omni-Channel Customer Experience Multi-Channel Roadmap 41

Chattermill

SEPTEMBER 3, 2019

by Maddy Trusewich on 4 Sep 2019. With their affordable and convenient deliveries of razors coupled with a sleek yet playful brand, it is unsurprising they quickly scored over 3.9 The real challenge comes from the ability to coordinate and manage customer feedback across disparate channels and touchpoints. Subscription Services.

Customer Experience 40

Customer Experience Fashion Feedback Customer Journeys 40

Chattermill

SEPTEMBER 3, 2019

by Maddy Trusewich on 4 Sep 2019. With their affordable and convenient deliveries of razors coupled with a sleek yet playful brand, it is unsurprising they quickly scored over 3.9 The real challenge comes from the ability to coordinate and manage customer feedback across disparate channels and touchpoints. Subscription Services.

Customer Experience 40

Customer Experience Fashion Feedback Customer Journeys 40

Currency Alliance

OCTOBER 29, 2019

To derive far greater profits from loyalty programs, brands should reappraise the way they issue loyalty rewards. It also means building more value into the loyalty program, through personalized offers and partnerships with complementary brands, that make your currency easier to earn, and more rewarding to burn.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40

Currency Alliance

FEBRUARY 10, 2021

I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. Emotional attachment to a brand also means customers are more forgiving when things go wrong. When most brands talk about improving personalization, they really mean better targeting to improve conversion.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2020

Despite some commendable efforts – such as those by Tesco (with its attractive redemption value) and Pick ‘n’ Pay (with its openness to collaborate with other brands) – most include only piecemeal achievements. A grocer would be well-placed to anchor brands from each category in a powerful loyalty coalition.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62

Pointillist

AUGUST 26, 2019

Take the time to embed it in every customer touchpoint, including your website, your online applications and mobile apps. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Strategy Net Promoter Score How To 79