InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

Company 529

Company B2C Employee Experience Culture 529

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Your Business Development managers may not have considered the bigger picture of success: brand integrity.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

Optimove

DECEMBER 7, 2023

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. Simplify your return policy, offer free return shipping, enable automatic debit/credit card refunds, and include pre-paid return labels in every package.

Loyalty 75

Loyalty How To Gamification Policies 75

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

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. Customers churn for a lot of different reasons.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

CX Journey

NOVEMBER 4, 2014

Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Do people care about brands? Can people care about brands?

Brands 206

Brands Loyalty Advertising Policies 206

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Policies 54

Policies Customer Centricity Sales Entertainment 54

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Southwest mirrors these high-trust customer policies with equally trustful employee policies.

Policies 63

Policies Customer Experience Government Airlines 63

InMoment XI

JULY 11, 2023

And the most effective tool brands can use to stay ahead of the curve? The result is finely tuned interactions that resonate with customers on a personal level, increasing engagement and loyalty. In an era where customer expectations continually morph, businesses must always be a step ahead to keep their clients thrilled and engaged.

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. Let’s first define brand experience. Brand Experience vs. Customer Experience. Word-of-mouth .

Consumers 109

Consumers Brands Customer Experience Social Media 109

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. So the business decides to create a policy where 10% of all proceeds go directly to a refugee charity. Brands frequently provide deals that only apply when customers shop online.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Hallmark Business Connections

AUGUST 17, 2021

Recently, empathy has arisen as a powerful brand differentiator. When you care about their interests, they respond by rewarding you with immediate purchases and long-term loyalty. Make no mistake: Your insurance brand will stand out. , so developing an emotional connection is important to building relationships with customers.

Insurance 98

Insurance Loyalty Company Customer Journeys 98

Experience Investigators by 360Connext

NOVEMBER 12, 2019

We like to believe this about ourselves, our brands and our customers. You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors. There are certain CX challenges all brands are facing right now in their efforts to create powerful customer experiences.

Brands 160

Brands Customer Journeys Technology Policies 160

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. 74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. Top 10 CX Podcasts: Hit Play by Chandni U.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Comm100

APRIL 2, 2024

A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential. Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

NOVEMBER 7, 2023

Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. If you publish any of these or have brand promises, you must live up to them. Emotional Connection: This is where loyalty is created. A good customer experience creates trust.

Policies 97

Policies Meeting Customer Service Training Customers 97

LoyaltyPlus

SEPTEMBER 30, 2021

Keeping those customers loyal to the brand at a time when there are so many alternatives to choose from is something every organisation is struggling with. However, creating this loyalty through improved experiences in a digital world requires a different approach than before. And this is where loyalty comes in.

Loyalty 52

Loyalty Policies Brand Values Brands 52

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Uniphore

NOVEMBER 11, 2021

Strengthen brand promise and loyalty. For more details, review our privacy policy. Assist customer service representatives in real-time. You can unsubscribe anytime. The post Building the CX Tech Stack of the Future appeared first on Uniphore.

Customer Service Representative 130

Customer Service Representative Policies Customer Centricity Innovation 130

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Thus, when you convey messages that show your business promotes eco-friendly policies then you are more likely to attract a wider clientele.

Loyalty 86

Loyalty Policies Consumers Exercises 86

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. By choosing a partner with shared values, you not only strengthen your brand but contribute to a positive impact on a broader scale.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BirdEye

APRIL 28, 2023

Social media marketing Consumers generally prefer to choose brands they trust and can obtain reliable information about online. In fact, 75% of online users take to social media to research a brand or product. You can also create ads to drive brand awareness and generate leads.

Insurance 98

Insurance Strategy Marketing Social Media 98

PK

OCTOBER 16, 2018

Building Loyalty With Privacy In Mind. When building a loyalty program, it is more important than ever to include considerations around privacy and data security right from the start. Companies will also have to take into consideration the lifecycle of the data and take proper steps to ensure a secure flow of personal information.

Loyalty 58

Loyalty Loyalty Programs How To Omni-Channel 58

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. So, let’s get started.

NPS 146

NPS Comparison Survey Net Promoter Score 146

ShepHyken

DECEMBER 26, 2023

Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty. Be open about policies and anything you know the customer might question or simply not like. Have you ever been hit with a surprise fee?

Customer Service 158

Customer Service Tips Guidelines Policies 158

ClearAction

DECEMBER 26, 2022

The CX Index measures customer experience among brands in 13 industries. Customer Loyalty. Effectiveness : How effective was the brand at meeting customer needs? Retention : How likely is the customer to stay with the brand? Ease : How easy was it to work with the brand? Customer Loyalty Factors.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. Here are 3 ways to improve loyalty in 2019. Be transparent. Leverage technology.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. Their relentless pursuit of customer satisfaction is evident in their swift and dependable delivery services, hassle-free return policies, and easily accessible customer support.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CSM Magazine

JANUARY 31, 2024

This shows that customer engagement and experience matter, too, while selling policies. Insurance companies can improve their integration of policies and ensure that immediate actions are taken with a frictionless method. With 24/7 assistance, customers can get answers for anything related to their policies, claims, or situations.

Insurance 59

Insurance Industry Self Service Customer Service 59

Thematic

APRIL 17, 2024

It aims to uncover the key drivers behind customer decisions and their overall experience with your brand. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey. ✨ Customer loyalty is the key to success.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

It aims to uncover the key drivers behind customer decisions and their overall experience with your brand. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey. ✨ Customer loyalty is the key to success.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

It aims to uncover the key drivers behind customer decisions and their overall experience with your brand. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey. ✨ Customer loyalty is the key to success.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Magellan Solutions

MARCH 19, 2024

Content moderation addresses this challenge by protecting your brand’s reputation and creating a welcoming environment for your audience. Discover how to implement fair and effective content moderation strategies that protect your brand’s reputation. What is Social Media Content Moderation?

Social Media 52

Social Media Marketing Guidelines Advertising 52

Kustomer

DECEMBER 10, 2019

When devastating things occur, like the recent uptick in high-profile data breaches, it puts a strain on the loyalty of customers. Brands must be available on multiple channels to answer customer inquiries and personally respond to their problems. Loyalty is hard to gain, but trust is easy to lose. Let us help you keep it.

Loyalty 52

Loyalty Customer Engagement Engagement Retail 52

Uniphore

NOVEMBER 18, 2021

How CX Leaders and Their Teams Can Benefit From Emotion AI Emotion AI enables brands to recognize how people feel about their products and services. Brands gain a deeper understanding of? These insights provide a window into how customers really feel about a brand, especially since emotions can change from day to day.?

Roadmap 162

Roadmap Call Center Policies Brands 162