InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. That customer could be calling any business.

Interaction 62

Interaction Strategy Self Service Technology 62

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Customer behavior can help here.

Connections 89

Connections Loyalty Brands How To 89

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

CSM Magazine

APRIL 19, 2024

In today’s business world, companies are always looking for ways to stay ahead and improve how they connect with customers. One effective strategy that is gaining popularity is using Customer Experience (CX) software. This tool can make a difference in how businesses engage with customers and build connections.

Interaction 59

Interaction Software Engagement Net Promoter Score 59

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints.

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 52

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers.

Ecommerce 119

Ecommerce Loyalty Brands Rewards Programs 119

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” Loyalty usually refers to a strong sense of support or allegiance.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion.

Loyalty 80

Loyalty Brands Loyalty Programs Multi-Channel 80

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty Communication Contact Center 107

Experience Investigators by 360Connext

APRIL 9, 2024

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers. Let’s talk!

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.

Loyalty 103

Loyalty Customers Customer Service Training Connections 103

Optimove

JANUARY 26, 2023

It’s more important than any promotion, feature, funny post on social, or brand color. Naturally, with their limited budgets, consumers prioritize brands they know and trust over new ones they don’t know, or worse, brands they already know and don’t trust. One effective way of gaining consumer trust is Customer-Led Marketing.

Loyalty 59

Loyalty Consumers Brands Retail 59

NICE inContact

JULY 16, 2019

We think it’s important to strike a balance between automation and a human touch in digital customer service. The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty. Emotions that inspire customer loyalty.

Loyalty 159

Loyalty Social Media Call Center Chatbots 159

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? You are trying to create loyal fans.”

Customer Experience 150

Customer Experience Entertainment Loyalty Customer Centricity 150

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Metrics 52

Metrics Interaction Brands Survey 52

SurveySensum

MARCH 7, 2024

This article aims to delve into the nexus between CSR and customer loyalty , exploring the ways in which socially responsible practices , such as considering CSR impact on customer loyalty, can enhance brand image, drive customer loyalty, and contribute to long-term business success.

Loyalty 52

Loyalty Competitive Advantage Connections Brands 52

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

CSM Magazine

MARCH 13, 2024

Turning that sale into a loyal, lifelong customer. That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. The same principle applies here.

Customer Success 52

Customer Success Brands Management How To 52

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise. The result?

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

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

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Customer Journeys 78

Customer Journeys Loyalty Brands Strategy 78

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

LoyaltyPlus

FEBRUARY 27, 2023

Over the past 12 months, social media has become an integral part of people’s lives and has had a significant impact on how consumers perceive and interact with brands. It has become vital for companies to have a strong social media presence in order to build and maintain brand loyalty.

Social Media 52

Social Media Loyalty Advertising Customer Relationship Management 52

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #3: Communicate the brand purpose.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Moreover, they become your ultimate cheerleaders, spreading the good word about your brand to everyone they know.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. To put it frankly, our AI is purpose built for contact centers and improved customer experiences.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

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. This article discusses 7 proven methods for establishing a trustworthy brand for your startup. Let’s get started!

Brands 52

Brands Case Study Social Media Feedback 52

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers.

Ecommerce 52

Ecommerce Loyalty Brands Rewards Programs 52