Customer Bliss

FEBRUARY 18, 2022

Beyond the challenges of this moment, brands must look ahead to think about the bigger picture of what CX could look like. In our conversation about his book, I’ll Be Back: How to Get Customers to Come Back Again & Again, Shep and I discuss six easy steps to systematically building a loyal customer base.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. After all, customers use a variety of channels to interact with your brand, such as your store, website, mobile app, contact center, social media, online review websites, and so much more.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Optimove

MAY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Embrace the power of Optimove’s capabilities to conquer marketing uncertainties and elevate your campaigns to new galaxies of success.

Marketing 59

Marketing Groups Customer Insights Customer Journeys 59

BirdEye

MARCH 20, 2023

Today, 90% of people with a social media account use social networks to communicate with brands and businesses. As a business looking to improve brand awareness, lead generation, and scale growth, social media management has to be a part of the overall strategy. That brand consistency reinforces your brand identity.

Social Media 52

Social Media Brand Values Strategy Brands 52

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Optimove

FEBRUARY 13, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Valentine’s Day is a reminder to rekindle the love story between a brand and its customers. These magical tools help increase response rates, return on investment (ROI), customer engagement, loyalty, and retention.

Return on Investment 59

Return on Investment Loyalty Tips Groups 59

InMoment XI

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Optimove

DECEMBER 12, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Customer segmentation helps businesses target their audience with precision and tailor their strategies to meet specific customer needs. It is a crucial output from Customer-Led Marketing.

Marketing 52

Marketing Analysis Groups Customer Base 52

Optimove

MAY 27, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: It has never been more difficult for brands to engage with customers in a way that ensures relevance, secures conversion, drives loyalty, and maximizes lifetime value.

Sports 52

Sports CRM Case Study Communication 52

Optimove

MAY 27, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: It has never been more difficult for brands to engage with customers in a way that ensures relevance, secures conversion, drives loyalty, and maximizes lifetime value.

Sports 52

Sports CRM Case Study Communication 52

Optimove

JULY 27, 2020

Today, we will show you how combining longevity with the time since your customers’ last order can uncover meaningful customer value segments. Read on to discover the simplicity of it or go ahead and download all four ways to leverage your data here. It’s even more simple than it might sound ?? The Insight.

CRM 98

CRM Tips Retail Analysis 98

Optimove

JANUARY 17, 2024

Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

Optimove

FEBRUARY 8, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it matters: Excessive generosity in marketing, like giving consumers greater discounts than necessary, can lead to lower profit margins and missed opportunities. Plus, knowing a customer’s behavior can help avoid over-discounting.

Marketing 52

Marketing Omni-Channel Sports Comparison 52

BlueOcean

MAY 5, 2023

How does this translate to the customers they serve and support? At the end of the day, you want a partner whose culture aligns with your own and who can reflect your brand to your diverse customer base. What metrics and KPIs are important to you as you measure the success of your customer care program?

Customer Care 156

Customer Care Contact Center Comparison Government 156

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates.

Strategy 59

Strategy e-support Lifetime Customer Retail 59

Optimove

FEBRUARY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th !

CRM 69

CRM Sports Consulting Data 69

Qualtrics

JUNE 1, 2021

After surveying hundreds of global business leaders, a Qualtrics-commissioned study from experienced research firm Forrester Consulting has revealed in-depth benefits of business branding. Get the benefits of brand experience management by downloading the full study. The benefits of creating a strong brand. An average 1.5%

Brands 26

Brands Return on Investment Financial Study 26

Hero Digital

FEBRUARY 4, 2021

And customer experience expectations for Millennials and Gen Z (Zoomers) are heavily influenced by technology brands, including the onslaught of emerging financial technology (fintech) companies. How can banks continue to connect with their existing, aging customer base while also attracting new, younger customers?

Banking 98

Banking Financial Connections Technology 98

Kustomer

OCTOBER 19, 2021

And our customers won’t be happy without a good customer experience. What creates truly “stand out” brands is an exceptional experience, where customer effort is low, and surprise and delight are high. A consistent experience no matter how or where they interact with a brand. Download our complete guide here.

Sports 97

Sports Customer Centricity Measurement Consulting 97

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. 42% of respondents have left a business due to poor customer service. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

MARCH 28, 2023

But during a recession, acquiring new customers can be an even trickier endeavor. On the one hand, brands facing a challenging economic downturn work with limited resources in a competitive market. The challenge: With more businesses vying for consumers’ attention, the cost of acquiring new customers is rising.

Marketing 52

Marketing Return on Investment Analysis Social Media 52

Optimove

JULY 12, 2023

Personalized Retargeting is a form of advertising that targets customers that have previously visited a website or interacted with a brand. Moreover, by showing customers relevant products and highlighting specific offers, users are more inclined to continue browsing and eventually complete the purchase they were deciding on before.

Advertising 52

Advertising Video Interaction ROI 52

Kustomer

JANUARY 9, 2023

When it comes to building customer loyalty, every interaction matters. Brands might wonder how they are supposed to do more with less all while supporting growing consumer expectations. Download the full guide here. Want to learn more strategies to deliver efficient and effective support?

Strategy 98

Strategy e-support How To Loyalty 98

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. It lets you identify the demographic makeup of your customer base.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. It lets you identify the demographic makeup of your customer base.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

PeopleMetrics

MARCH 20, 2015

Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work. Fixated on the emotional relationships between their products and customers.

Brands 48

Brands Meeting Customer Experience Customers 48

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Customer segmentation. The solution?

NPS 95

NPS Examples Tips Net Promoter Score 95

Feedbackly

JUNE 1, 2023

.” Emotional value stems from being more empathetic towards customers, treating them with respect, offering prompt assistance, and acknowledging their importance. A customer experience with emotional value helps brands create a strong bond with their customers. It also creates a great impression about your brand.

eBook 52

eBook Touchpoint NPS Brands 52

Stella Connect

JULY 14, 2017

If you caught Seth Godin’s recent post “ Four ways to improve customer service ,” maybe you reacted the way we did (“AMEN!”). Seth’s “four ways” really are the pillars upon which leading brands build their reputations and business success. It’s the exact approach we’ve championed and helped brands adopt since we first became a company.

Brands 46

Brands Customer Service Contact Center Omni-Channel 46

Optimove

JUNE 22, 2020

Customer-centric retail brands looking to provide personalized customer experiences across all marketing channels know that it is crucial to test and optimize consistently. This brand reduced CAC by 75% and customer churn by 32%, all while increasing average customer LTV by 12%. How’d they do it, you ask?

Customer Retention 52

Customer Retention Loyalty Data Loyalty Programs 52

Kustomer

OCTOBER 1, 2022

So if the future of customer communication is messaging, why is it still important for businesses to put their energy and resources into email customer service? In this blog we’ll answer this question, discuss how brands handle email within their overall customer service strategy, and outline what customers still expect from email.

Customer Service 97

Customer Service Software Customers Communication 97

Comm100

JANUARY 9, 2018

While you may think that you have done enough during your service rollout and delivery process in terms of ensuring your customers have easy access to you, the service and products you provide, your customers can help you pinpoint where you are not meeting their expectations. Which Customers Should Get Surveyed? Download Now.

Customer Satisfaction 207

Customer Satisfaction Survey Tips How To 207

SurveySensum

MARCH 15, 2024

They both launched their products around the same time but only Company B received more downloads and positive feedback. This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics.

Tools 52

Tools Software Marketing NPS 52

SmartKarrot

SEPTEMBER 14, 2023

In this article, you will learn what a business sales playbook is and where you can download a free template. The first thing you need to do is to segment your target customer base into B2B or B2C because they normally have varying motivations for purchasing products or services. What Is a Business Sales Playbook?

Sales 10

Sales B2C Resources B2B 10

Kustomer

OCTOBER 20, 2022

Research indicates 67% of consumers prefer self-service over talking to a company representative and 91% of consumers would use an online knowledge base if it were available and tailored to their needs. The ability to resolve issues on their own yields a feeling of positive empowerment when it comes to customer sentiment and your brand.

Self Service 98

Self Service Knowledge Base Chatbots Consumers 98

Optimove

MARCH 15, 2021

This is part of a brand’s basic building blocks as existing customers – especially your most valuable ones – are the secret sauce of growth. Still, a lot of brands find themselves struggling to find the right definition for VIPs. Take the gaming brand below, for example. Why do you need to define VIPs?

CRM 52

CRM Analysis Video Brands 52