Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. If we and others work hard to create successful, easy, joyful experiences for our customers, they will repay us with loyalty, increased sales, and even their advocacy. Image credit: Forrester. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

FiveStars

MAY 13, 2020

The post 10 Restaurant Loyalty Programs Ideas for Small Businesses [2020] appeared first on Fivestars Insights. To make sure that your restaurant survives in the current economy and eventually thrives in […].

Loyalty Programs 52

Loyalty Programs Loyalty Industry Customers 52

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Employee Experience 170

Employee Experience Customer Experience Customers Customer relationships 170

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . In 2020, we are going to see continued development in these areas. . It is essential to reflect where we have been and where we want to go at this time of year.

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

BlueOcean

MARCH 3, 2020

They consistently deliver a best-in-class customer experience that produces brand loyalty for our client. The post Blue Ocean Wins 2020 Silver Stevie® Award appeared first on Blue Ocean. Winners were determined by the average scores of more than 180 professionals worldwide in seven specialized judging committees.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

One Millimeter Mindset

NOVEMBER 26, 2020

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. Because the reality of 2020 is that all of us are wrestling with two sentiments: what we are grateful for in addition to a profound sense of loss. As I reflect, I offer three thanksgiving gratitude 2020 paradigm shifts for you.

Innovation 124

Innovation Leadership Communication Tools 124

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Beyond Philosophy

JANUARY 17, 2020

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Return on Investment 120

Return on Investment Conference Consulting Customer Experience Professionals 120

Experience Investigators by 360Connext

OCTOBER 22, 2019

What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? But first, let’s talk about what won’t change in the world of CX — not in 2020, nor the foreseeable longer-term future. Don’t expect this to change in 2020 or the future beyond it. Let me know!

Trends 169

Trends Customer Experience Chatbots Innovation 169

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. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

LoyaltyPlus

APRIL 14, 2020

Retail professionals agree: 2020 will mark a significant year of development, with loyalty at the core of digital commerce. Loyalty programmes, emotional connection to brands and higher level customer interaction will feature strongly.

Omni-Channel 40

Omni-Channel Loyalty Touchpoint Retail 40

LoyaltyPlus

APRIL 14, 2020

Retail professionals agree: 2020 will mark a significant year of development, with loyalty at the core of digital commerce. Loyalty programmes, emotional connection to brands and higher level customer interaction will feature strongly.

Omni-Channel 52

Omni-Channel Loyalty Touchpoint Retail 52

ShepHyken

DECEMBER 21, 2020

My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Here’s Why.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty Brands Airlines Tourism 52

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty Brands Airlines Tourism 52

BlueOcean

JANUARY 21, 2020

These frontline agents are knocking it out of the park for our client every day delivering exceptional service that builds brand loyalty.”. The post Blue Ocean Named as Finalist in 2020 Stevie® Awards for Customer Service Success appeared first on Blue Ocean. Our consumer cyber security team is a perfect example.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. My Comment: Want to build repeat business and customer loyalty? This article should spark some ideas. Follow on Twitter: @Hyken.

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

ShepHyken

NOVEMBER 1, 2020

A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. Customer Support Through The Eyes of Consumers in 2020 by Hiver. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Self Service Tips Guidelines 103

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

PK

DECEMBER 16, 2020

The PK Integrated Loyalty Solutions team was recently included in Forrester’s Now Tech: Loyalty Marketing, Q4 2020 report. Our recognition as a mid-size loyalty service vendor with global reach and […]. The post Forrester Now Tech: Loyalty Marketing and PK appeared first on PK.

Loyalty 52

Loyalty Marketing Report Strategy 52

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. Customer Engagement Statistics 2020 Explained. Customer Engagement & Loyalty. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Customer Engagement & Loyalty. 96% of customers say customer service is important in their choice of loyalty to a brand.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner. Cheers to a much better year ahead!

Innovation 83

Innovation Contact Center eBook Roadmap 83

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. In appreciation of your loyalty, we have summarised the top twenty articles of this year, so you can check them out if you missed any of them: #1. Five Rules of Customer Observation for Greater Success.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Talkdesk

FEBRUARY 18, 2020

They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year! Opentalk 2020 is the perfect opportunity for you to share information with your peers! Opentalk 2020 is the perfect opportunity for you to share information with your peers! We look forward to seeing you there!

Apparel 56

Apparel Hospitality Healthcare Insurance 56

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. Lots to learn here.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Oracle

APRIL 6, 2021

2020 forced supermarkets and grocery retailers into reinvention mode. From the way consumers buy groceries to how they’re rewarded for their loyalty, the impact of shopping for essentials in a pandemic has permanently changed the grocery market. Tier-based loyalty programs have many advantages. Digitize your program.

Loyalty Programs 71

Loyalty Programs Retail Loyalty Rewards Programs 71

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more. My Comment: Here is a fascinating article about loyalty and the customer experience. My Comment: Happy Holidays!

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

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. This follows the announcement on 22 September 2020 when the FCA said that it would reform home and motor insurance.

Insurance 64

Insurance Loyalty Company Policies 64

Oracle

JULY 29, 2020

Now that we’re halfway through 2020, we took a look back on our top 5 articles from SmarterCX.com over the past few months. Check out 5 of the top headlines from 2020 so far, then subscribe to the newsletter to stay up to date for the remainder of the year. 10 SEO Tips to Implement in 2020.

Employee Engagement 71

Employee Engagement Tips Trends Loyalty 71

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

UJET

NOVEMBER 18, 2019

It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. The post Customer Support Trends and Predictions for 2020 appeared first on Customer Experience Blog by UJET. Messaging Surpasses Voice.

Trends 78

Trends Self Service Contact Center Chatbots 78

FiveStars

MAY 6, 2020

An update on the Flok loyalty program and app [2020] On April 1st, 2020, Flok, formerly known as LoyalBlocks, closed its doors. Flok was one of the largest customer loyalty, mobile app, and CRM platforms for local businesses. Started as mobile app-based, self-service loyalty […]. Fivestars is here to help.

Loyalty 52

Loyalty Self Service Loyalty Programs CRM 52

Fox Metrics

JUNE 25, 2020

Marketing trends in 2020 call for a radical approach with fresh concepts. If you are ready to up your game, then you should check out the most-desired digital marketing trends in 2020. Recent data in 2020 attribute 50 percent of all online searches to voice-activated searches. Voice Search. Social Media Stories. Geo-Fencing.

Trends 111

Trends Marketing Social Media Advertising 111

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. When: 14th January – 15th January 2020. If 2019 had Barack Obama and Oprah Winfrey to boast of, then 2020 has the former first lady Michelle Obama and the very famous Ellen Degeneres. Well, then dive in!

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. From a company perspective, commitment, motivation, loyalty, trust, values, and identities should be like mild adhesive that will reliably endure repeated removals and reattachments. Excitement abounds. Noam Chomsky. December 27, 2019.

Airlines 100

Airlines Course Management Survey 100

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Statistics 2020: 40+ Live Chat Facts. Live Chat Customer Loyalty Statistics. Live Chat Customer Loyalty Statistics. If customers receive instant support when needed, they will likely start trusting the brand that will ultimately result in loyalty. Improved Sales.

Wait Times 90

Wait Times e-support Comparison Hospitality 90