InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. The Erosion of Loyalty. – Long Time Passing”.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Beyond Philosophy

APRIL 4, 2019

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Loyalty 130

Loyalty Brands Insurance Call Center 130

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

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

2020 Research

APRIL 17, 2023

Imagine this: You’ve invested countless hours into crafting your brand. Enter brand tracking – a game-changing tool that empowers you to navigate the intricacies of consumer perception. What Is Brand Tracking? But how can you accomplish this with ease and speed? Ready to find a tracker solution that suits your needs?

Brands 89

Brands Comparison Consulting ROI 89

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Zeisler Consulting

JULY 26, 2022

It’s definitely the longest I’ve ever been with any brand that I can think of off the top of my head. But I’m not sure if I’d say that I’m staying with them out of ‘loyalty’. It’s kind of a weird thing to think about: loyalty to a brand. It’s kind of a weird thing to think about: loyalty to a brand.

Loyalty 72

Loyalty Sports Airlines Course 72

Lithium

MAY 24, 2022

Hosted by Khoros Oracle and Business Value Consultant Jake Roadhouse, so you know it’s going to be quite the conversation. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride sharing. So sit back and enjoy the show.

Gamification 96

Gamification Loyalty Brands Consulting 96

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Sometimes creativity and partnerships with other brands can help create an enticing incentive.

Loyalty 59

Loyalty How To Banking Airlines 59

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

CSM Magazine

APRIL 19, 2021

Xpedition , the Microsoft Dynamics Gold partner and trusted solution provider to the fashion and apparel sector, is partnering with Voyado the committed CRM challenger and natural choice for retailers in the Nordics, to supply a powerful cloud-based platform that enables retailers to create strong brand loyalty. About Voyado.

Fashion 72

Fashion Omni-Channel Loyalty Apparel 72

GetFeedback

SEPTEMBER 14, 2018

In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. How reducing customer effort increases customer loyalty. Customer meetings/consultations.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

InMoment XI

JULY 19, 2023

Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Companies that prioritize customer experience outperform their competitors and build long-term customer loyalty.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. One area that we see interesting applications of AI Technology is the brand personification and social media management. Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle.

Brands 158

Brands Social Media Chatbots Interaction 158

InMoment XI

JANUARY 30, 2024

Enhanced Customer Loyalty: By consistently providing positive experiences, CXM software contributes to building customer loyalty. Satisfied customers are more likely to become repeat customers and advocates for the brand. A robust CXM platform can significantly impact customer satisfaction, loyalty, and overall business success.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

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

InMoment XI

OCTOBER 5, 2022

And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. Areas of Staff Motivation to Keep in Mind.

How To 493

How To Feedback Strategy Customer Centricity 493

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . That is not often the case in the support experience. Factor #2: Time to Completion.

Customer Experience 493

Customer Experience Call Center First Call Resolution Chatbots 493

Magellan Solutions

MARCH 8, 2021

Seeking and giving health consultation is more challenging than it ever was. That figure hints that people are not getting proper consultations recently. . This article will answer why call centers are the future of healthcare consultation. Healthcare Consultation Definition. Brand loyalty. Sales analytic.

Healthcare 52

Healthcare Call Center Consulting Insurance 52

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 100

Loyalty Measurement Tools Data 100

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience. Let us explain.

Brands 114

Brands Customer Experience Loyalty Consulting 114

Oracle

JUNE 14, 2018

According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Humanize your brand. Nothing is as it was.

Loyalty 54

Loyalty Tips Brands B2C 54

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. The post The Customer-First Experience: Are Brands Really Prepared to Deliver?

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Beyond Philosophy

DECEMBER 14, 2017

I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. Therefore, I was surprised as you are to learn the Customer Experience you provide does not create loyalty; it is the experience customers remember you provide that creates loyalty.

Loyalty 151

Loyalty Sports eBook Consulting 151

SurveySensum

SEPTEMBER 6, 2023

In such a situation, you might have opted for a different brand, potentially missing out on a fantastic product and exceptional customer service, right? This is where brand advocacy comes into play. What is Brand Advocacy? These advocates are your brand’s enthusiastic cheerleaders, who can sway others’ decisions.

NPS 52

NPS Brands Social Media Net Promoter Score 52

2020 Research

JANUARY 31, 2023

This also applies to consumers, which is why it’s important to create an empathetic brand. Focusing on brand empathy helps you boost consumer loyalty, improve the way the public views your brand, and gain an advantage over competitors. In this Article: Why should you focus on brand empathy? Humanize your brand.

Brands 52

Brands Marketing Video Consulting 52

Joe Rawlinson

JULY 24, 2019

In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream. From expeditious customer service and product quality to brand values and convenience, there are a host of factors that influence customer satisfaction. With great User Experience (UX) comes great loyalty.

Loyalty 107

Loyalty Sales First Call Resolution Rewards Programs 107

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

C3Centricity

JUNE 5, 2019

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! How to Stop a Declining Brand. Insight #MRX #Marketing #Brand Click To Tweet.

Brands 159

Brands Social Media Advertising Measurement 159

Second to None

AUGUST 9, 2019

When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime. When evaluating your brand’s customer journey , ask yourself: Are you connecting with your customer on a personal and emotional level? Emotion Creates Connections.

Loyalty 83

Loyalty Touchpoint Brands Voice of Customer 83

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Reward points and loyalty certificates are no longer adequate to sustain business relationships.

Loyalty 88

Loyalty Handbook Loyalty Programs Consulting 88

Lithium

JUNE 6, 2022

Hosted by Khoros Oracle and Business Value Consultant Jake Roadhouse, so you know it’s going to be quite the conversation. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride sharing. So sit back and enjoy the show.

Gamification 52

Gamification Loyalty Brands Consulting 52

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . In my latest book, The Intuitive Customer , one of the key imperatives is to recognize that customer loyalty is a function of memory. Customer loyalty is a function of customers’ memories.

Loyalty 157

Loyalty Training Customers Call Center 157

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52