eglobalis

OCTOBER 29, 2022

The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.

Data 147

Data Customer Experience Strategy Customers 147

Heart of the Customer

NOVEMBER 20, 2023

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. These books can help you […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience Customer Satisfaction Study Customer Experience Management 78

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. Most people think customer loyalty is about a lifetime. As you ask yourself the loyalty question, think about the next time every time. For example, pre-COVID-19 I was at an airport gift shop and bought a book.

Loyalty 138

Loyalty Self Service Customer Service Training Tips 138

Heart of the Customer

OCTOBER 18, 2023

When it comes to understanding customer satisfaction, books on customer experience are essential tools. These books can help your business […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience Customer Satisfaction Study Customers 78

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is. Ask Wells Fargo.

Loyalty 173

Loyalty Airlines Banking Customers 173

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. Consumers are using their mobile devices to browse and book hotels.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

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

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success. Book your meeting today

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Experience Investigators by 360Connext

OCTOBER 15, 2014

First things first, I *highly* recommend her latest book, Everybody Writes , for anyone who has any reason to write anything from a status update to a manuscript. Learn more about the book and how to order. Back to the book. But this book. I often end up disliking the tone of the typical “rule” book.

Social Media 275

Social Media Consulting Conference Communication 275

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss. Must-Read Classics.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ijgolding

DECEMBER 22, 2014

These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! The lovely Mrs Golding is in desperate need of a new purse this year (I hope you are reading this Santa) due to the excessive bulging being caused by cards from loyalty schemes. Do they really work?

Loyalty 268

Loyalty Hotels Customer Retention Consumers 268

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create better customer loyalty programs. Customer Service Books on Leadership. Author: Peggy Klaus.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

CSM Magazine

OCTOBER 20, 2022

In this case, customer experience books come in handy. They assist in studying, adding value for a target audience and gaining the clients’ loyalty. To help graduate students become customer experience leaders here come five popular books. How to find time to read a book? Conclusion.

Customer Experience 52

Customer Experience Competitive Advantage Social Media Loyalty 52

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Interactions

APRIL 19, 2023

There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. As the book Hooked taught us that you need to do with product lead growth, you need to do with your customers as well.” Edelman ) 71% of customers will bail on you if they lose trust. (

Loyalty 62

Loyalty Fashion Healthcare Contact Center 62

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

QuestionPro Audience

JANUARY 3, 2017

However, airlines are losing the opportunity to extend loyalty programs through food and beverage services. This could be an excellent opportunity for airlines and credit card companies to build brand awareness and loyalty through an in-flight food and beverage reward programs. Select your respondents.

Airlines 150

Airlines Loyalty Brands Industry 150

Customer Bliss

MARCH 5, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? In her latest book, customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: “Would you do that to your mother?”.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

Customers That Stick

JULY 18, 2019

In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. FROM THE PUBLISHER: By providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. With this book, Read the rest here. »

Video 104

Video Loyalty Customer Service Customer Experience 104

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction. The post Five Ways to Create Customer Loyalty appeared first on Shep Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base?

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

Education Services Group

JULY 5, 2023

Every stage of the customer journey is about developing that kind of relationship with your customers, but to bring it all home, we need to look at the final stage of the customer journey – Loyalty. Loyalty – The story continues…forever? Loyalty overlaps with Service a little when it comes to expansion and growth.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

Who's Your Gladys?

MAY 26, 2016

We're excited about the proven transformative results that service teams will get from using this book. with six companies and they had a lot to say about its effectiveness for creating customer loyalty. The post Create Fierce Customer Loyalty with “Taming Gladys!” We piloted the program in Taming Gladys!

Loyalty 131

Loyalty Customers Company Customer Service 131

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.

Loyalty 117

Loyalty Loyalty Programs How To Retail 117

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today

NPS 260

NPS Customer Centricity Tips Culture 260

Customers That Stick

MARCH 5, 2020

In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. About The Effortless Experience.

Retail 88

Retail Loyalty Video Resources 88

InMoment XI

JANUARY 16, 2018

You can download the entire book here. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions.

Healthcare 200

Healthcare eBook Loyalty Technology 200

InMoment XI

JANUARY 16, 2018

You can download the entire book here. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions.

eBook 0

eBook Loyalty Healthcare Technology 0

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. Pay with points is trending upward in loyalty marketing for three main reasons. That’s in contrast to being offered a restricted set of inventory items for redemptions via a members’ portal (i.e.,

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. I can safely reveal the following though.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 28) can’t be empathetic.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Beyond Philosophy

MARCH 15, 2017

A few years ago, Harvard Business Review told us all that excellent customer service was not the foundation of customer loyalty, as we once thought, but instead a minor influence. The authors argued bad customer service had the most impact on loyalty—by destroying it. The Easy Path to Customer Loyalty.

Loyalty 121

Loyalty Self Service Average Handle Time Training 121