SmartMessage Blog

JULY 13, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

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Loyalty Management Loyalty Programs Competitive Advantage 40

Lumoa

JUNE 30, 2022

The research on customer experience value speaks for itself: Research from Dimension Data reports that 84% of companies who invest in customer experience report seeing an increase in revenue and 92% of them see an increase in customer loyalty. Pick one area and make a change to the customer experience.

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Customer Experience How To Metrics Feedback 277

CX University

MARCH 18, 2024

From personalized product recommendations and tailored marketing messages to customized pricing and individualized customer service interactions, hyper-personalization enables businesses to deliver seamless and engaging experiences across all touchpoints. This approach significantly improved customer engagement and loyalty.

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Customer Experience Retail Customer Retention Loyalty 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

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Customer Retention B2B Customer Journeys Loyalty Programs 78

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.

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Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Customers appreciate the free money, but it simply doesn’t make them loyal.

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Banking Loyalty Consumers Loyalty Programs 40

SurveySparrow

FEBRUARY 22, 2024

This not only helps in retaining customers but also turns them into advocates for your brand. Moreover, responsive customer support ensures that customers have a positive experience whenever they need assistance, further cementing their loyalty. This consistent engagement keeps your brand on customers’ minds.

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Customer Retention Software Gamification e-support 52

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. What are the top NPS scores of SaaS businesses? → How to improve your B2B SaaS NPS scores?

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NPS Net Promoter Score Effort Score Survey 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology. Select the right platform for your needs.

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Software e-support Multi-Channel Industry 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology. Select the right platform for your needs.

Software 52

Software e-support Multi-Channel Industry 52

SurveySensum

MARCH 15, 2024

It helps you identify and understand your customer base. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc.

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Tools Software Marketing Analytics 52

Zeisler Consulting

AUGUST 14, 2020

Just as different needs of different Customers are differently met by our products and services, so too should we understand the individuality and unique journeys of each segment of our Customer base when it comes to soliciting their feedback. Another nuance to note is whom you’re surveying.

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Net Promoter Score Effort Score Survey NPS 93

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These are critical touchpoints where you can launch surveys.

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Customer Retention B2B Strategy Net Promoter Score 52

ProProfs Chat

JUNE 21, 2019

The cost to acquire customers can be very high, especially if your product or service is expensive. Cost to retain customers, however, can be much lower if done right. Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. Source: Intuit.

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Customer Retention Strategy How To Case Study 63

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

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Loyalty Trends Data Marketing 59

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

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NPS Net Promoter Score Company Feedback 96

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

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Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

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Loyalty Loyalty Programs Ecommerce Touchpoint 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

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B2B Customer Journeys Customer Experience B2C 52

Gainsight

AUGUST 22, 2019

However, CS has evolved , and now adoption and onboarding are in play alongside the pillars of satisfaction, loyalty, and retention. B2B might work differently than B2C. How to Align Customer Success and Marketing. Move away from the “who owns the customer” conversation and go build those bridges.

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Customer Success Marketing Touchpoint B2C 20

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.

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Loyalty Trends Loyalty Programs Touchpoint 52

SurveySensum

SEPTEMBER 7, 2023

So what should have been the right question to ask at this touchpoint? Since Net Promoter Score is a loyalty metric it is not the right question here. And each of them has a different approach when it comes to understanding and measuring overall customer satisfaction and loyalty. You’ll simply ignore it, right?

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NPS Survey Net Promoter Score Automotive 52

SmartKarrot

MARCH 3, 2022

What marketing firms had to do earlier was write good copy, take amazing pictures, and strategically ensure it reaches customer attention. Customers of today are smart and have evolved to being engaged proactively based on their requirements. Increase brand loyalty. You can increase brand loyalty when customers are happy.

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Examples Apparel Social Media B2B 10

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. How will having a customer success team improve your company’s short or long-term goals?

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Customer Success Net Promoter Score Touchpoint Effort Score 10

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. 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. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

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Loyalty Trends Loyalty Programs Rewards Programs 45

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

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Feedback Tools Management Knowledge Base 52

SmartKarrot

JULY 17, 2023

Businesses require being proactive in ensuring that their customer achieves their desired result and fully realize the value of products and services for which they have made a payment. This is crucial for attaining long-term customer loyalty. You might also like: 8 CRM Challenges Faced by Key Account Managers Today!

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CRM Customer Success Customer Relationship Management Tools 10

SmartKarrot

AUGUST 17, 2022

The person assuming the role is responsible for promoting customer loyalty. Their job is to ensure that the customers are happy with the products and services. They will have to work on each customer touchpoint to ensure positive experiences. The post Customer Success Manager vs.

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CEM Customer Engagement Customer Success Management 10

SmartKarrot

MARCH 31, 2022

The team needs to be as customer-focused as possible and have high-level coordination to resolve issues. The sales team brings in customers based on marketing leads, referrals, and advertisements. They handle the prospect journey before they become a customer. The sales team is responsible for bringing in the business.

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Customer Success How To Social Media NPS 10

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Goals: Inbound marketing aims to establish long-term relationships and brand loyalty. Table of contents What is digital marketing?

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Marketing Social Media B2C Advertising 93

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. Relationship surveys are there to investigate a customer’s loyalty to a company/brand. Do you know who to survey in a B2B account?

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Net Promoter Score NPS Survey B2C 60

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options.

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NPS Feedback Effort Score Customer Journeys 52

SmartKarrot

OCTOBER 27, 2020

The best part of an enterprise customer success software is how customizable is its customer experience. With this, it simmers down to retaining and engaging the customers at myriad touchpoints via super personalized interactions, that eventually convert into loyalty. Customer Health Score . Final Thoughts.

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Software Customer Success Metrics Guidelines 10

PeopleMetrics

MAY 12, 2022

Let's start by reviewing the basics of customer journey mapping and why it's such a valuable practice for your business. What's a customer journey map? A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship.

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Customer Journeys Course Hotels Touchpoint 62

ijgolding

OCTOBER 25, 2018

While collecting Friday night takeaway is not necessarily the most bleeding-edge example of an omnichannel customer journey, it is one that can operate easily. It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., cars, software, apparel).

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Customer Experience Customer Journeys Touchpoint Multi-Channel 167

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . Loyalty is an undeniable differentiator between you and your competition. .

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Self Service e-support Poor Customer Service Customer Success 148

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Sue Duris Customer Experience and Digital Marketing Consultant. blog linkedin twitter Why?

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System Effort Score NPS Net Promoter Score 338