Daniel Group

DECEMBER 15, 2022

From everyone at The Daniel Group, we’d like to say THANK YOU for your continued loyalty and faith in us. The Daniel Group 2022 Client Conference Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) Read more The post THANK YOU for your continued loyalty and faith in us in 2022!

Loyalty 52

Loyalty Conference Groups Metrics 52

Currency Alliance

DECEMBER 7, 2021

I heard it once, two weeks ago at a loyalty conference in London. Loyalty trends were being discussed, as well as what had been hot topics in prior years – some of which just faded away as fads. Most companies need to stay focused on what we call Loyalty Imperatives for this decade. The Loyalty Imperatives answer that question.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

TechSee

AUGUST 16, 2022

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. New York, August 16th 2022 – TechSee , the market leader in Computer Vision solutions for customer service, today released the results from its 3rd annual State of Customer Loyalty and Churn, the 2022 Edition.

Loyalty 109

Loyalty Data Poor Customer Service Omni-Channel 109

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. As of 2022, global e-commerce sales surpassed $5.7 In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. COVID killed brand loyalty. How will we bring the mojo back in 2022? Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. Why Loyalty Matters. Image courtesy of McKinsey.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. It’s a well-known fact that crafting a standout customer experience in retail is central to building customer loyalty and fine-tuning interactions for that magnetic draw.

Retail 78

Retail Engagement Strategy Customer Experience 78

Optimove

JANUARY 26, 2023

When marketing journeys start with the customer rather than a product or service, they create trust and set the foundations for a lifetime of loyalty and improved bottom lines. In December 2022, we surveyed 406 US consumers to better understand how vital trust truly is. The post <strong>Brand Loyalty? More results? 

Loyalty 105

Loyalty Consumers Brands Retail 105

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. 74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: I’m often asked about the best survey questions.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

TechSee

FEBRUARY 2, 2022

5 Innovative Call Center Technologies in 2022. As 2022 gets underway, new technologies are emerging that are helping call centers boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. Commitment to Social Networks. With 56.8%

Call Center 124

Call Center Self Service Technology Social Media 124

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. 2022 will see new trends that will redefine the customer service landscape – what’s new this year? So, what must customer service teams be prepared for in 2022? 9 Customer Service Trends for 2022: 1. Customers are buying and engaging through new channels .

Self Service 98

Self Service Trends Customer Service Chatbots 98

LoyaltyPlus

FEBRUARY 7, 2022

And with the same research highlighting that 65% of a company’s business come from existing customers, the need to embrace loyalty as an enabler for growth cannot be ignored. If ever there was a time for loyalty to prove its worth, then it is now. “If If ever there was a time for loyalty to prove its worth, then it is now.

Loyalty 52

Loyalty Trends Consumers Brands 52

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Nine Best Customer Success Communities in 2022.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

ShepHyken

FEBRUARY 28, 2022

Most of the systems and processes we use to engage in commerce were built with an emphasis on competent and efficient execution of transactions. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. 2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller.

Ecommerce 71

Ecommerce Customer Service Trends Loyalty 71

Retently

APRIL 6, 2022

Retently 2022 CSAT Benchmarks. While we don’t need to settle for a satisfactory result, it is a clear sign of a good perspective if a proactive approach toward customer engagement is adopted. This is the average value range across industries, speaking of healthy customer engagement and delivery of great service.

Effort Score 158

Effort Score Customer Satisfaction Survey Ecommerce 158

TechSee

JUNE 16, 2022

Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. For three decades, Richard has researched the topic of customer loyalty and what drives repeat business.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

MAY 3, 2022

The next question you have to ask is, “are surveys really the best way to engage customers?” In our 2022 Experience Trends Report we discovered that Gen Z customers and employees in the U.S. If they don’t believe your business is improving customer satisfaction efforts overtime, then their loyalty will dwindle.

Insurance 493

Insurance Tips Data Return on Investment 493

Interactions

JANUARY 6, 2022

Although 2022 seems to be ushering in similar uncertainties as 2021, we know one thing for sure. And now, the current conditions of the world have created the perfect storm for AI to continue to be a key player in CX in 2022 and beyond. . So, what is in store for AI in CX in 2022 and beyond? Mike Iacobucci, Interactions CEO.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

CustomerSuccessBox

DECEMBER 6, 2021

Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Date- October 17th–19th, 2022. There will be around 5,000+ SaaS founders, execs, and investors who will be participating in SaaStock 2022. Customer Success Conference 2022 by TSIA. CS 100 Summit.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

ShepHyken

APRIL 11, 2022

Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. It’s the experience that drives engagement.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. According to Fortune Business Insights , the global loyalty management market size was valued at $5.29

Loyalty Programs 52

Loyalty Programs Retail Loyalty Feedback 52

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. Consider the benefits of loyalty programs.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022? A new era in customer service has arrived.

Software 98

Software Tools Customer Service Self Service 98

Kustomer

OCTOBER 28, 2022

In this blog post, we share three ideas and concepts that will help you with modernizing customer engagement and transform your CX organization from a cost center into a profit center. This is where the concept of “customer centricity” was born , which is at the core of an omnichannel approach to modernizing customer engagement.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

Inbenta

DECEMBER 7, 2021

Contents: New Customer Demands for 2022. Top 6 Features to Future-Proof Live Chat Support in 2022. Digital transformation has altered how companies engage with their customers, mainly because technology has changed how these customers behave. Plus, loyalty is not the only reason having a live chat is a must.

Self Service 52

Self Service Tips e-support Chatbots 52

Currency Alliance

NOVEMBER 4, 2022

On 13 th of November 2022, the interchange charges on credit card transactions in New Zealand will be capped at 0.8%. This fee is commonly how financial services brands have funded their loyalty rewards for at least the past decade. Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

ShepHyken

JANUARY 31, 2022

My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty. Be it customer loyalty, your brand reputation or improving conversion rates, customer experience plays a part in various aspects of your business. How Do You Solve a Problem Like… Eroding Customer Loyalty?

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

Team Support

DECEMBER 21, 2021

The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. ICMI communicated that online visitors engaging via live chat are worth 4.5 According to J.D. times more than visitors that don’t.

B2B 98

B2B Software Airlines Communication 98

Forcivity Salesforce

JANUARY 18, 2022

These trends are looking to continue into the new year; 2022 will be less about revolution, and more about refinement on what has become the mainstream. As we move into 2022, more and more organizations and applications are upgrading their bots to become more intelligent, making them more informative and helpful.

Omni-Channel 59

Omni-Channel Trends Customer Experience Social Media 59

Optimove

SEPTEMBER 5, 2023

January 14, 2023, saw the big boost is the number of Super Bowl Sunday bettors at 113% above average  Why It Matters  The Optimove 2023-2024 Report on NFL Wagering provides invaluable insights for sports betting sites to elevate engagement, foster loyalty, and promote responsible gambling practices. 61% engage in live bets. 

Sports 52

Sports Survey Engagement Strategy 52

delighted

MAY 20, 2022

In an April 2022 study, we asked 251 US-based startup founders and CEOs about their top concerns and priorities for the next 6 months. Startups face numerous challenges that are pivotal to success or failure: customer loyalty, employee engagement, product/market fit, and more.

Customer Experience 88

Customer Experience Net Promoter Score Effort Score Feedback 88

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Quadient

JUNE 22, 2022

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. Wed, 06/22/2022 - 16:53. A March 2022 IDC survey found that 71% of organizations are implementing a digital-first strategy as a result of the ensuing business impacts.” Marissa Feigen. Avi Greenfield. VP of Product Management, CXM.

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Vents) Almost two-thirds of customers say they’ve had customer fury as a result of a customer service or support engagement.

Customer Service 68

Customer Service Tips e-support Loyalty 68

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service B2C B2B Guest Experience 71