Strativity

AUGUST 14, 2023

The post Human Insights, Brand Fidelity™ & The Key to True Loyalty: The 2021 Forrester Wave™ Report appeared first on Material.

Report 52

Report Loyalty Brands 52

BlueOcean

OCTOBER 8, 2021

Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021. The real key to customer loyalty is reliability and consistency. A New Age of Excellence. Let’s chat today.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Genroe

NOVEMBER 15, 2021

The post [CX Tribe] 16 November 2021 – Better Loyalty Program Targeting appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. I try not to make any decisions that I’m not excited about.

Loyalty Programs 52

Loyalty Programs Net Promoter Score Loyalty Case Study 52

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

eglobalis

NOVEMBER 22, 2021

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

Customer Experience 161

Customer Experience Employee Experience Customers Measurement 161

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). What worked in 2019 may not work in 2021 or 2022.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.

Customer Service 144

Customer Service Loyalty Programs Chatbots Loyalty 144

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

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. The post 5 Top Customer Service Articles of the Week 9-13-2021 appeared first on Shep Hyken.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

MyCustomer

DECEMBER 3, 2020

Loyalty Why loyalty & sentiment are 2021's big challenges.

Loyalty 86

Loyalty Brands 86

Oracle

JANUARY 21, 2021

Here are 21 CX predictions for 2021, informed by some of the top experts of customer experience. Brands will invest in research to learn more about the 2021 buyer. Data held on customers’ needs and motivations changed quickly in 2020, though the data gleaned in the 2020 shifts may no longer be relevant to 2021 consumers.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Email is still a huge player for customers of all age groups in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections. How will CX evolve in 2021?

Customer Service 155

Customer Service Guest Experience Loyalty Programs Hospitality 155

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Investment in remote support.

Trends 109

Trends Survey ROI Technology 109

Oracle

APRIL 6, 2021

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. Leading supermarkets and grocery stores are leveraging their loyalty programs to incentivize repeat purchases and compete in a booming market. supermarket.

Loyalty Programs 71

Loyalty Programs Retail Loyalty Rewards Programs 71

Genroe

OCTOBER 21, 2021

The post [CX Tribe] 19 October 2021 – Evidence – Wow Doesn’t Drive Loyalty + Control the Controllable appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Every day that we spent not improving our products was a wasted day.

Net Promoter Score 52

Net Promoter Score Loyalty Case Study B2B 52

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. The author points out the mistake many companies make.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

ShepHyken

FEBRUARY 1, 2021

TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates. The 2021 Customer Experience Outlook by Kerry Bodine. In the meantime, read this. Check it out!

Customer Service 138

Customer Service Rewards Programs B2B Loyalty Programs 138

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

SurveyGizmo

NOVEMBER 4, 2021

COVID killed brand loyalty. Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. Why Loyalty Matters. Loyalty matters because regular customers tend to be your best customers. This is part 1 in a 5-part series. How will we bring the mojo back in 2022?

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

BirdEye

FEBRUARY 12, 2021

We’re well into 2021 and while a new year brings lots of change, some things remain the same. G2 2021 Best Software Awards. We’re proud to be listed among the top 100 platforms in G2’s 2021 Best Software Awards. Birdeye was also named as one of the top customer engagement platforms for 2021 by Crozdesk.

Software 98

Software Net Promoter Score Innovation Customer Engagement 98

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Service Benchmark Report – 2021 by Hiver. The post 5 Top Customer Service Articles of the Week 8-9-2021 appeared first on Shep Hyken. Customer Experience Starts – and Stops – With Emotions by Kristi Knight.

Customer Service 144

Customer Service Social Media Report Culture 144

ShepHyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. and loyalty. America’s Best Customer Service Companies by Newsweek.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

LoyaltyPlus

FEBRUARY 22, 2021

To help business owners navigate through daily challenges, maintain service levels and roll-out effective loyalty programmes, LoyaltyPlus has identified several key risks in 2021. Customer service and experience is essential and that is why loyalty programmes must be flexible and must provide value upfront – before payment.

Loyalty 52

Loyalty Financial Customer Relationship Management Touchpoint 52

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. My Comment: A loyalty program for B2B? My Comment: A loyalty program for B2B? Loyalty programs are not just for consumers. Many of the same principles in a B2C loyalty program apply to B2B. Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. First, I disagree that these programs create true loyalty. There are plenty of great ideas. by Tom Ryan.

Rewards Programs 79

Rewards Programs Customer Service Loyalty Programs Loyalty 79

InMoment XI

FEBRUARY 3, 2022

And for Gen Z, seamless experiences are table stakes when it comes to maintaining their loyalty. We suggest Microsurveys , social media and review sites, and live chat to gain the intelligence you need to compete for Gen Z’s loyalty. Thinking of adapting your approach to customer experience surveys, and customer feedback in general?

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

ShepHyken

JANUARY 4, 2021

(Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your customers need and build customer loyalty. 6 Ways to Boost CX in 2021 by Phil Britt. My Comment: This is the perfect “Happy New Year” article.

Customer Service 144

Customer Service Retail Entertainment Tips 144

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad My Comment: We kick off this week’s Top Five roundup with an article that could fall under the category of marketing, however, what drives loyalty and increases average lifetime value is the customer experience. Here are my top five picks from last week.

Customer Service 130

Customer Service Effort Score e-support Chatbots 130

ShepHyken

JUNE 14, 2021

MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. My Comment: To create true customer loyalty, it’s about an emotional connection between a brand and a customer.

Customer Service 93

Customer Service Retail Loyalty Study 93

ShepHyken

JANUARY 11, 2021

How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. Here are six ideas on how to garner loyalty in the accelerated digital era. Building customer loyalty in a contactless future by Nittin Rakesh. But in a contactless world, this problem of customer loyalty has only grown in size. What can be done?

Social Media 92

Social Media Customer Service Guidelines Loyalty 92

BirdEye

DECEMBER 22, 2020

Fresh off of winning more than a hundred brand new awards from G2 , we’re excited to announce that we’ve been named the best survey software for 2021 by Digital.com ! The post Birdeye named best survey software for 2021 appeared first on Birdeye Customer Experience Management.

Software 83

Software Survey Customer Experience Management Loyalty 83

ShepHyken

FEBRUARY 22, 2021

How to Win Over your eCommerce Customers’ Loyalty? It can be difficult (but still possible) to gain loyalty with online purchasing. The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. .” Unfortunately, that’s human nature. by Pratik Dholakiya.

Ecommerce 139

Ecommerce Customer Service Customer Centricity Retail 139

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Here are the four best ways to make sure your customer service is top-notch in 2021. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? What Makes an Optimal Customer Experience in 2021? by Max Starkov. by Brandi Marcene.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Oracle

APRIL 15, 2021

Let’s take a closer look at the top consumer traits that are driving CX strategies in 2021. ” Modern customers seek modern loyalty programs. Instead, they rely on inadequate loyalty programs made to satisfy expectations from a past era no longer fit for today’s purpose. 21 CX Predictions for 2021.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

Inbenta

JANUARY 25, 2021

Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? There you have it, the top five customer experience trends to watch out for in 2021.

Trends 97

Trends Self Service Customer Experience Omni-Channel 97