InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. Read below for our five best tips.

Retail 493

Retail Net Promoter Score Loyalty Programs Effort Score 493

InMoment XI

FEBRUARY 9, 2024

Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. They expect brands to understand them in turn, and then use those insights to deliver ultra personalized experiences, communications, and offers.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

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

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

GetFeedback

JUNE 11, 2019

Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand.

Connections 150

Connections Loyalty Study Report 150

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

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

QuestionPro Audience

JANUARY 3, 2017

qSample conducted a study with its general consumer panel to understand travelers’ spending habits. 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

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

DECEMBER 21, 2021

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. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. 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.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

Doing CX Right

MARCH 1, 2024

Do You Want To Change Your Pricing Model Without Jeopardizing Customer Loyalty? Read and Apply Strategies Based On Case Study That Resulted In Consumer Backlash. The post Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash appeared first on Doing CX Right.

Loyalty 59

Loyalty Case Study Study Strategy 59

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

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Win the Customer

MARCH 8, 2017

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty.

Case Study 118

Case Study Study Brands Customer Experience 118

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

Think Customers

OCTOBER 20, 2020

How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer experience leaders are seeing on the ground as major corporations to SMBs attempt to answer this very question.

Loyalty 52

Loyalty Brands How To Contact Center 52

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

GetFeedback

SEPTEMBER 14, 2018

Customers churn for a lot of different reasons. 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. Why are your customers churning?

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

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

Kayako

MAY 18, 2017

Think about your ideal experience as a customer. When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. Imagine a world where reply time, a pillar of customer support metrics, wasn’t the critical factor — but it was customer context? Asking the customer less.

Loyalty 224

Loyalty Customer Journeys Study Tips 224

Optimove

DECEMBER 7, 2023

Why It Matters: Understanding the dynamics of customer behavior is the key to creating Customer-Led Marketing strategies that drive retention. The Big Picture: The holiday season is a crucial period for consumer brands, characterized by a significant boost in sales and an influx of both new and existing customers.

Loyalty 75

Loyalty How To Gamification Policies 75

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. Studies show that a 5% increase in customer retention can lead to an increase of between 25% and 95% in revenue. It makes sense then that promoting customer loyalty should be on every business’s to-do list.

Loyalty 52

Loyalty Customer Service Loyalty Programs Customers 52

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

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

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

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

C3Centricity

JANUARY 18, 2020

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” consumer #brand #Marketing Click To Tweet. CORPORATIONS ARE BRANDS TOO! Simple really!

Brands 218

Brands Retail Consumers Innovation 218

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ProProfs Chat

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Kustomer

APRIL 14, 2022

Today’s savvy customer has more options than ever when it comes to the tools and resources available to make purchase decisions. With little research, the modern consumer can find the exact information to answer their questions about products and services, as well as the brands that supply them. What Is Customer Empowerment?

Self Service 98

Self Service Brands Social Media Feedback 98

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162