InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. That’s certainly a benefit of customer loyalty, but there are deeper forces at work.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. I know I have!

Loyalty 180

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 180

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. That’s my belief.

Company 529

Company B2C Employee Experience Culture 529

C3Centricity

AUGUST 20, 2024

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy.

Loyalty 156

Loyalty Measurement Brands Net Promoter Score 156

C3Centricity

SEPTEMBER 17, 2024

CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. This strategy is particularly vital for CPG companies given the direct impact on consumer choices and brand loyalty. times faster than industry peers.

Loyalty 156

Loyalty Strategy Social Media Analytics 156

InMoment XI

DECEMBER 1, 2021

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. The Difference Between Loyalty Marketing Programs and Customer Experience. The Difference Between Loyalty Marketing Programs and Customer Experience.

Loyalty 260

Loyalty Marketing Loyalty Programs Customer relationships 260

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies.

Loyalty 296

Loyalty Marketing Chatbots Touchpoint 296

ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision? You spend a dollar and earn a point.

Loyalty Programs 87

Loyalty Programs Loyalty Fashion Financial 87

Lumoa

SEPTEMBER 8, 2020

Measuring customer loyalty these days is a little more complex. According to HubSpot, customer loyalty is “a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful and remarkable experiences they’ve had with that brand.” Why is Customer Loyalty Important?

Loyalty 208

Loyalty Measurement How To NPS 208

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter. Share on linkedin.

Customer Centricity 344

Customer Centricity Culture Tips Company 344

Second to None

JULY 31, 2024

Over the years, brand loyalty has played a critical role in helping organizations with customer retention, customer lifetime value, and overall customer satisfaction. However, for many consumers today, brand loyalty doesn’t hold as much weight or influence as it once did. How can companies win over Gen-Z loyalty?

Loyalty 62

Loyalty Brands Omni-Channel Social Media 62

Second to None

JULY 31, 2024

Over the years, brand loyalty has played a critical role in helping organizations with customer retention, customer lifetime value, and overall customer satisfaction. However, for many consumers today, brand loyalty doesn’t hold as much weight or influence as it once did. How can companies win over Gen-Z loyalty?

Loyalty 62

Loyalty Brands Omni-Channel Social Media 62

C3Centricity

OCTOBER 15, 2024

Executives and business owners of mid-sized CPG companies face a unique set of challenges that differ from those of startups or larger enterprises. All companies struggle at times and mid-sized businesses have their own specific problems to solve without the resources of the larger organisations.

Company 156

Company e-support Innovation Consumers 156

The DiJulius Group

MAY 10, 2022

A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The post Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First appeared first on The DiJulius Group. The secret to what makes these top brands Zero.

Loyalty 122

Loyalty Company Strategy Groups 122

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? . Rather, customer loyalty depends on how easy you make it for your customers to do business with you. Finding no. Finding no. Finding no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S.

Loyalty 270

Loyalty Report Groups Study 270

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Loyalty Effort Score Analysis 52

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains. Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

PK

MARCH 22, 2021

Consumer technology companies focus on building great products as their primary loyalty strategy, relying on an “if you build it, they will come” mentality. But for many companies, this isn’t […]. The post What should consumer technology companies learn from traditional loyalty?

Loyalty 75

Loyalty Consumers Technology Company 75

Helen Dewdney

MAY 28, 2021

Today, (28/05/21) the FCA implements a package of remedies to improve competition and protect home and motor insurance customers from loyalty penalties. It is focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients. New rules for insurance companies.

Insurance 64

Insurance Loyalty Company Policies 64

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. That’s what loyalty is.

Loyalty 172

Loyalty Airlines Banking Customers 172

CSM Magazine

OCTOBER 18, 2024

This shift has placed personalization at the forefront of successful business strategies, transforming how companies interact with their customers across every touchpoint. For example, a telecom company’s support agent might see that a customer frequently experiences slow internet speeds and has clicked on ads for higher-speed packages.

Loyalty 52

Loyalty Customer Experience CRM e-support 52

Hallmark Business Connections

AUGUST 17, 2021

McKinsey research shows that customers appreciate it when companies take their needs into consideration. When you care about their interests, they respond by rewarding you with immediate purchases and long-term loyalty. Few insurance companies make a big deal about their clients’ big days. or “Congratulations!”

Insurance 98

Insurance Loyalty Company Customer Journeys 98

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. For consumers, there seems to be very little differentiation from one telecom company to the next. At the time, it offered decision makers an easy and effective way to measure loyalty. Winning the battle for customer loyalty.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Blake Morgan

DECEMBER 5, 2023

Under Wethman’s leadership, Best Egg is not just a fintech company; it’s a beacon of customer empowerment. This means every company process, from product development to service, is aligned with the customer’s perspective. At the core of Wethman’s philosophy is fostering a customer-centric culture within Best Egg.

Loyalty 105

Loyalty Chief Customer Officer Financial Customer Centricity 105

Beyond Philosophy

DECEMBER 14, 2023

However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. The problem lies in the assumption that ALL repeat business is motivated by loyalty. Let’s begin by defining customer loyalty and inertia. Take a moment to consider to whom in your life you feel loyalty.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. I have a few things from a psychological perspective that make up loyalty. I always look at loyalty by thinking of who I am loyal to in my life. I would also include my loyalty to my Luton Town Football Club sports team.

Loyalty 78

Loyalty Sports Travel Financial 78

InMoment XI

OCTOBER 29, 2024

Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. What Are the Different Types of Customer Loyalty?

Loyalty 260

Loyalty Customer Experience Net Promoter Score Social Media 260

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” And that engagement and loyalty tend to pay off in multiple ways.

Sales 103

Sales Loyalty Contact Center Communication 103