Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

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

BlueOcean

OCTOBER 4, 2022

It’s been three years since the last in-person conference, and this gathering was a triumphant return to face-to-face knowledge share and ideation. The conference was exceptionally valuable and every bit mind-blowing. If the future of customer experience is on your mind, read on for a few more bite-sized perspectives.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

InMoment XI

APRIL 3, 2023

We call this “Above & Beyond,” and it’s become a key metric for account health, customer satisfaction, and employee performance. So while we’re primarily a technology company, our customer-centricity drives loyalty and continued value. We know that when an Above & Beyond employee is recognized, NPS is 5x higher.

Tips 260

Tips Touchpoint Customer Centricity NPS 260

Kustomer

OCTOBER 22, 2020

Delivering a Superior Customer Experience. When we get down to brass tacks, a superior customer experience should be at the center of everything we do. And the pandemic only heightened this need, as customer loyalty was more important than ever. That’s how you get loyalty.

Conference 96

Conference Self Service Sports CRM 96

Lumoa

JANUARY 2, 2023

This metric measures the likelihood of a customer recommending a business or product after experiencing it firsthand, revealing key information about customer satisfaction. . Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction. How to calculate transactional NPS (tNPS)?

Net Promoter Score 208

Net Promoter Score NPS Effort Score Survey 208

InMoment XI

SEPTEMBER 20, 2022

Much like customer satisfaction, employee satisfaction is largely attitudinal and tactical. A major challenge with employee satisfaction, though, was identified some time ago. As a result, it only marginally impacts customer experience and downstream behavior. in both hard- and soft-cost terms.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

BlueOcean

JANUARY 21, 2020

Their success includes a 95% customer satisfaction score for their T2 team for 12 months straight – plus an impressive 40% response rate to those post-contact CSAT surveys. These hard numbers are backed up by anecdotal evidence, from written customer kudos, such as one calling out an agent as a “legend.”. “Our

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BlueOcean

MARCH 3, 2020

The Tier 2 team achieved 95% customer satisfaction for 12 months straight – validated by an impressive 40% response rate to post-contact CSAT surveys. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

Optimove

MAY 20, 2024

The Big Picture: Manufacturers of consumer brands face challenges in capturing end-user data and fostering loyalty when purchases occur through third-party platforms. This case study unveils how brands can turn direct end-user connections into opportunities for engagement and growth.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Case Study 52

Kustomer

OCTOBER 22, 2020

Delivering a Superior Customer Experience. When we get down to brass tacks, a superior customer experience should be at the center of everything we do. And the pandemic only heightened this need, as customer loyalty was more important than ever. That’s how you get loyalty.

Conference 52

Conference Self Service Sports CRM 52

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Kustomer

APRIL 23, 2020

As they discussed customer experience, Joe said, “Mary, when people talk about customer experience, they’re talking about something entirely different than what I’m talking about.” However, Joe’s understanding of customer experience is centered on the value of “time well spent”. Interesting.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

ChurnZero

MAY 11, 2021

The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . For more information on upcoming TSIA conferences visit their site here. . . Customer Success Around the Web. martincdove #subscriptionsales #tsiainteract.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? You’ll get 11 opinions.”

Customer Experience 78

Customer Experience Self Service Innovation Conference 78

GetFeedback

JUNE 10, 2019

For example, after every service interaction at YETI, customers receive an email survey that gives them a voice to share their experience and allows the company to take immediate action based on feedback. Real-time survey responses give management the ability to recover customers instantly, helping to reduce churn and improve loyalty.

Feedback 199

Feedback Survey Conference Airlines 199

CSM Magazine

MAY 25, 2023

This article will explore how CTI integration between Cisco with Dynamics CRM can help you reduce costs, maximize efficiency, and improve customer satisfaction within your team! What is CTI Integration for Dynamics CRM When it comes to managing customer relationships, having all the information you need at your fingertips is crucial.

CRM 52

CRM Management First Call Resolution Customer Satisfaction 52

Horizon CX

APRIL 1, 2020

Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. For years, we have seen the evolution of Customer Experience. By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX.

Hotels 147

Hotels Conference Travel Advertising 147

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2

NPS 52

NPS ROI Social Media Effort Score 52

Kustomer

JANUARY 11, 2022

By learning how to make your business customer-centric , you provide a vastly improved experience and see higher retention rates. If you operate globally, then 24/7 customer support is a major factor in being truly customer oriented. Improved Loyalty. Loyalty is about more than customer retention.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. The post Who will win the loyalty of the customer of the future?

Loyalty 40

Loyalty Self Service Chatbots Retail 40

ShepHyken

DECEMBER 10, 2023

10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson (Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher. Without it, a company won’t have customer loyalty.

Customer Service 62

Customer Service Contact Center Customer Retention Video 62

CSM Magazine

AUGUST 31, 2023

The goal of an inbound call center is to provide high-quality customer service and support to callers, with the aim of resolving their issues and improving overall customer satisfaction. Highly effective call centers not only provide the information the customer requires, but also enhance their experience while doing so.

Call Center 52

Call Center Customer Experience Customer Satisfaction Contact Center 52

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Customer Satisfaction results in a higher share price.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ShepHyken

JUNE 19, 2018

Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?.

Loyalty 76

Loyalty Conference Customer Satisfaction Training 76

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. This drop in performance has a clear impact on loyalty and profitability and, as we’ll see later on, this could be costing UK brands £33 billion a year. Published on: March 11, 2020.

Customer Service 72

Customer Service Conference Customer Satisfaction Culture 72

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. So now what do we do to build Customer Loyalty?

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. Published on: April 12, 2019.

Conference 76

Conference Self Service Fashion Ecommerce 76

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Accepting and implementing customer feedback can enhance brand loyalty in 77% of customers.

Brands 52

Brands Case Study Social Media Feedback 52

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. She helps leaders and teams make subtle shifts to create breakthrough success for customers. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Culture 112

Culture Effort Score Leadership Conference 112

Heart of the Customer

NOVEMBER 20, 2023

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator?

Customer Experience 78

Customer Experience Customer Satisfaction Study Customer Experience Management 78

SmartKarrot

AUGUST 16, 2021

That is when where forums, workshops, and conferences play a pivotal part in imparting experience as well as education to people. On that note, we take immense pleasure in regaling information to our readers about the upcoming customer experience (CX) conferences so that you can block their calendars right away. So here we go!

Conference 11

Conference Customer Experience B2B Case Study 11

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

MAY 4, 2015

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. Each of the 260 attendees was a true expert in customer experience in his or her given field and lived and breathed the customer-first mindset.

Customer Experience 110

Customer Experience Customer Journeys Conference Retail 110