ShepHyken

MARCH 31, 2018

When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. My friend and colleague, Jay Baer says, “Social media turns customer service into a spectator sport.”

Social Media 87

Social Media Self Service Customer Service Marketing 87

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Consider a customer looking to buy sports shoes from a popular brand. A high NPS score indicates customer satisfaction, where they are highly likely to recommend your brand to others.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

Totango

AUGUST 11, 2022

Keep communication consistent. Implement loyalty and referral programs. Build a digital community. Keep Communication Consistent. Communication lies at the heart of customer relationships. Communication resources should be easily accessible to customers, but not pushy. Offer accessible training.

Tips 109

Tips How To Customer Journeys Net Promoter Score 109

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

SurveySensum

JULY 20, 2023

Communicate with them directly and show that you value their feedback. By following these steps, you can rebuild the trust and loyalty of high-spending customers. STEP 4: Inform the customers Communicate the changes and improvements to customers to regain their trust and encourage increased spending. Sounds like a plan, right?

Retail 52

Retail Feedback How To Self Service 52

Currency Alliance

MARCH 21, 2019

The sea-change in marketing technology is evident in the Gartner CMO survey, which tracked spending across all marketing disciplines: …most of which are rooted in martech solutions, younger than loyalty program management technologies, but all united by the common need to share customer data and use it to drive results.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58