Integrity Solutions

MAY 1, 2023

As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical knowledge or skills. These strong relationships form the foundation for long-term client loyalty.

Customer relationships 87

Customer relationships Sales Training Customers 87

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

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

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

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? And with all of this comes greater sales growth: up to 85% higher than competitors who have not engaged emotionally with customers. Click here to learn more about the course and enroll. . Ah, the hospital gown.

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

QuestionPro Audience

JANUARY 3, 2017

This gives airlines the perfect opportunity to boost their end-of-year sales numbers. However, airlines are losing the opportunity to extend loyalty programs through food and beverage services. In-flight entertainment is another service commonly offered by airlines that could be expanded to increase customer loyalty.

Airlines 150

Airlines Loyalty Brands Industry 150

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

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

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

FEBRUARY 25, 2022

In other words, there is much vocal punditry, and even whole books, on this subject, but little substantive proof of connection or cause. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. This is advanced EX, some might even say it is revolutionary!

Company 529

Company B2C Employee Experience Culture 529

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

Daniel Group

NOVEMBER 17, 2019

With all the talk of social media and its importance in marketing and lead development, sometimes the importance and value of the sales representative in the B-to-B environment are overlooked. overall satisfaction and willingness to recommend) and many aspects of what the sales representative does, or does not do, during the sales process.

Loyalty 40

Loyalty Sales B2B Social Media 40

ProProfs Chat

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Beyond Philosophy

APRIL 18, 2017

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. And 58 percent of loyalty members don’t even use the programs they signed up for. Customers aren’t as loyal as you think they are.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

SurveySensum

JANUARY 29, 2024

You made the sale – awesome sauce! Here are 7 Small but Impactful Ways to Improve Customer Experience Immediately After Making a Sale 1. Instead, swoop in with a friendly check-in message a few days post-sale. That’s exactly the vibe to channel with a kickin’ loyalty program. The game’s not over.

Sales 52

Sales Customer Experience Social Media Tips 52

QuestionPro Audience

JANUARY 3, 2018

Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Today, 77% of Americans own smartphones and a recent Global Traveler study found that one in three travelers now books on a mobile device. A good mobile app adds to the customer experience, and creates brand loyalty.

Travel 294

Travel Airlines Consumers Loyalty 294

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

CloudCherry

SEPTEMBER 1, 2019

In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Customer service should be simple right?

Conference 244

Conference Study Sales Leadership 244

Experience Investigators by 360Connext

APRIL 2, 2015

While it’s technically easier to reach people through social channels for marketing and sales, it doesn’t mean it’s the right way to do things. Generation Z, the generation AFTER the millennials (born late 1990’s to early 2000’s) rejects traditional marketing and sales completely. Holistic Marketing for the Next Generation.

Sales 110

Sales Marketing Social Media Consulting 110

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” So, What Really is Customer Loyalty?

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Examples 98

Examples Sales Customer Success Engagement 98

Wired and Dangerous

OCTOBER 3, 2016

Nurturing the bounty of customer loyalty requires more than proper cultivation and seeding. Courting the customer does not end with the sale or transaction. Below are twenty-five ways to show your loyalty to your customers. Buy helpful books for key customers (like one of ours, just kidding!).

Loyalty 156

Loyalty Customer Service Conference Policies 156

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Comm100

OCTOBER 30, 2015

But, the sale is just the beginning of the journey with your new customer. Building loyalty in your customers should be your ultimate goal every time you make a sale or connect with a potential buyer. Because once a satisfied customer becomes a loyal customer, he/she will make sales for you. Sound confusing?

Customer Satisfaction 100

Customer Satisfaction Loyalty Advertising Customers 100

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. Here’s how. must practice.

Customer Service 79

Customer Service Loyalty Programs Retail Loyalty 79

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Does the Customer Come Back?

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success. 10 Best Customer Service Books.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

CX Journey

MAY 8, 2019

And that knowledge typically equates to focusing on marketing and sales first, i.e., do whatever it takes to acquire customers, drive sales, grow the business, etc. It is a concept well documented in the 1997 book by the same name, written by James Heskett; Earl Sasser, Jr.; From the book. and Leonard Schlesinger.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Beyond Philosophy

AUGUST 23, 2017

What does customer loyalty , customer satisfaction , customer experience or even “Happiness” look like on a chart or in an Excel sheet? The problem, for most organizations, is that they measure their performance in things like sales growth or margin or stock price. How does one measure a concept? We get this question a lot.

Measurement 133

Measurement Loyalty How To Metrics 133

COPC

JUNE 27, 2018

marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Along with the definitions and case studies, the book is peppered with plenty of thought-provoking research. In this edition, COPC Inc.

Case Study 40

Case Study Customer Retention Study Banking 40

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Top Sales & Marketing Book 2021 by Top Sales Awards.

Customer Service 74

Customer Service Loyalty Programs Loyalty Sales 74

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? Then, the original sales professional is not part of these critical, post sale steps. So are our post sale execution experiences. . Here’s why.

Sales 68

Sales Customer Confidence Touchpoint Communication 68