Customers That Stick

SEPTEMBER 18, 2014

Here’s a look at how to target Millennials effectively through loyalty programs. A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. White Papers. Special Reports.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Free Download: Customer Engagement 2020 White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

CSM Magazine

JULY 27, 2022

Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. The state of brand loyalty in the UK. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Remember: Think proactively. B2B vs. B2C conversion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Vonage

OCTOBER 2, 2017

For instance, you might worry that if a potential customer visits your Facebook page and sees a negative comment, it will affect how they perceive your brand. As each network has developed, social media has moved into the working world, as a way to connect with customers and clients.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

For instance, you might worry that if a potential customer visits your Facebook page and sees a negative comment, it will affect how they perceive your brand. As each network has developed, social media has moved into the working world, as a way to connect with customers and clients. Losing business to competitors.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. It's really about having the channels that are most relevant to your customer."

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Oracle

MARCH 22, 2021

Clever B2C marketers can convert individuals from discovery to purchase in a matter of minutes, thanks to the magic of expertly crafted deals, on-point brand messaging, and culturally ingrained consumerism. B2B marketers connect through education and logic; B2C marketers connect via emotion and simplicity.

B2C 85

B2C B2B Marketing eBook 85

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Giving CS companies promotional opportunities to position their brands as thought leaders, generate leads, and plug software products (within the limits of the community’s policies on promotions). CS in Focus.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. White papers. Loyalty and advocacy.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. As a result, customers will see that they can rely on your brand to fulfill their needs and wants. Focus on producing valuable content that your audience wants to see.

Tips 52

Tips Social Media Policies Case Study 52

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. With our uncommon blend of expertise, we help you connect the dots in a way that is most beneficial for YOUR bank. Consistently Remarkable Service.

Banking 40

Banking CRM Loyalty Customer Centricity 40

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). While 50% of brands say they’re “definitely” doing better at delivering excellent customer experience, just 11% of customers agree. So how can brands keep up with the change? Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. NobelBiz stands ready to guide and support your center in mastering CRM integration, transforming data into meaningful customer connections. This efficiency reduces idle time and increases overall contact rates.

Call Center 59

Call Center Self Service Software Contact Center 59

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Does it exist?”.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Brand image needs to be complimented and supported by a culture and set of processes dedicated to both employee and customer experience.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. Quick response.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Service Untitled

NOVEMBER 8, 2012

From digital signs on busy highways showing shortened waiting times in local emergency medical facilities to expedient office staff, the new faces of medical care seek customer loyalty by creating positive experiences. From the moment a patient calls for an appointment, the expectation for services begins. photo by: The National Guard.

Customer Service 53

Customer Service Wait Times Hospitality Insurance 53

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer. They rarely give enough attention to pre-purchase processes or value creation.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. Don’t: Renounce connection to or responsibility for what happened. We hope that you will continue to remain loyal to our brand. Apologizing for a Product Recall.

Examples 219

Examples Customer Service Representative Customers Customer Service 219

Comm100

DECEMBER 8, 2017

on your website is unlikely to inspire lifelong loyalty, writing your customer a thank you letter is just the kind of personalized, thoughtful, and time consuming action that will inspire reciprocation — hopefully in the form of repeat business and word-of-mouth advertising. What’s better than a thank you letter to a customer on white paper?

Social Media 130

Social Media How To Return on Investment Customers 130

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. In fact, in this post, we will teach you how you can kickstart a customer experience program and share tips from top brands on how they got started. Is this about a white paper that they read?

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

ShepHyken

MARCH 31, 2018

According to Bain and Company, research from 2011 indicates that when brands engage or respond to customer requests over social media, those customers spend 20-40% more on average. SocialSprout’s research claims that 89% of social media messages from brands go ignored. Humor done well can endear your brand to customers and go viral.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Comm100

NOVEMBER 2, 2017

Ultimately, by creating a dialogue with customers, the customer satisfaction survey can lead to a better customer experience in the future, and can actually increase customer loyalty and brand engagement. The customer has made a human connection with you, the customer service agent. Add a Personal Element.

Customer Satisfaction 160

Customer Satisfaction Survey Feedback Tips 160

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

Customer Experience 223

Customer Experience Omni-Channel Chatbots Social Media 223

Qualtrics

MARCH 2, 2021

“First and foremost, invest in building an emotional relationship with your customers, not just a functional relationship, but really forming that bond to build brand love and product love, because that, ultimately, is what leads to customer retention and happiness.” We don't just write white papers. We just don't just talk.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. Don’t: Renounce connection to or responsibility for what happened. We hope that you will continue to remain loyal to our brand. Apologizing for a Product Recall.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores.

Brands 60

Brands Customer Centricity CRM Consumers 60

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Social Media 153

Social Media Examples Customer Service Tips 153

Kustomer

AUGUST 4, 2023

Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn. This is a guest post by Lindsay Willott , CEO of Customer Thermometer.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Beyond Philosophy

SEPTEMBER 13, 2016

Much of the evidence of tactical and strategic success of informal communication programs has been because companies were passionate about stakeholders in the first place, and made them feel like emotionally connected members of the family. Seek to leverage and influence, not control. This is true, of course, in both b2b and b2c environments.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60