Beyond Philosophy

SEPTEMBER 2, 2019

When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. Customer loyalty is more than automatic or indifferent behavior. We discussed the two secrets to Customer Loyalty in a recent podcast.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Wired and Dangerous

MAY 6, 2019

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers? As we often tell our consulting clients, “it is not hard”!

Connections 140

Connections Customer Experience Consulting Customers 140

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. That experience affects how they view your organization and products, as well as their loyalty. How can brands stand out?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

Currency Alliance

OCTOBER 31, 2022

A recent article on PhocusWire helpfully outlined a range of security vulnerabilities common to loyalty programs. Most loyalty program operators now recognize the urgency of improving their platform security, but are still unsure how to proceed. the loyalty rule(s) that should be applied.

Travel 52

Travel System Loyalty Loyalty Programs 52

One Millimeter Mindset

SEPTEMBER 15, 2021

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. When you become too comfortable in your professional role, you default to connecting strategic value dots linearly.

Connections 95

Connections Innovation Leadership Meeting 95

InMoment XI

FEBRUARY 8, 2024

This can contribute to a competitive advantage and increased customer loyalty. By understanding the nuances of customer conversations, organizations can adapt strategies, refine training programs, and identify opportunities to enhance customer satisfaction and loyalty.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Kristina Evey

AUGUST 19, 2014

One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. ” Being proactive means letting the customer know everything you feel they need to based on their reason for consulting you.

Connections 136

Connections Customer Service Customer Service Training Customer Satisfaction 136

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

Experience Investigators by 360Connext

FEBRUARY 2, 2015

.” If it works to ignore loyalty, people will continue to do that. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers. Understanding how to create and maintain loyalty is a key factor in improving it.

Customer Satisfaction 110

Customer Satisfaction Loyalty Net Promoter Score Social Media 110

Michelli Experience

NOVEMBER 1, 2016

In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand. What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers?

Connections 100

Connections Social Media Video Customer Experience Design 100

ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. Is customer loyalty rational or emotional?

Customer Journeys 123

Customer Journeys Ecommerce Consulting Advertising 123

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Second to None

AUGUST 9, 2019

When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime. When evaluating your brand’s customer journey , ask yourself: Are you connecting with your customer on a personal and emotional level? Emotion Creates Connections.

Loyalty 83

Loyalty Touchpoint Brands Voice of Customer 83

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” So, What Really is Customer Loyalty?

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

Second to None

MARCH 22, 2019

Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in unique ways. To connect with Gen Zers, look into adopting philanthropy that preaches social responsibility and awareness. Online Influence.

Connections 75

Connections Brands Social Media Loyalty Programs 75

C3Centricity

JUNE 8, 2020

Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. Loyalty is never really Won. Build Relationships with Strangers.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

Beyond Philosophy

SEPTEMBER 30, 2022

Memory Mini Series Part 2: Loyalty is a Function of Memory. In this issue, we will cover how memories are connected and the different types of memories we have. Memories, while connected, are different. The post Memory Mini Series Part 2: Loyalty is a Function of Memory. appeared first on CX Consulting.

Loyalty 78

Loyalty Strategy Connections Consulting 78

LoyaltyPlus

NOVEMBER 3, 2021

billion memberships in customer loyalty programmes. Closer to home, the average number of loyalty programmes which South Africans belong to has increased to almost nine following the disruption caused by the COVID-19 pandemic. As McKinsey found, customer loyalty is the new battleground for marketing-led growth.

Loyalty 52

Loyalty Consumers Customer Retention Consulting 52

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. The following is a Best of 360Connext post. Consider yourself as a loyal customer.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. This is my Loyalty Question , a concept I’ve shared many times over the years. Connect with Shep on LinkedIn. Our customers’ time is precious, and we must respect it.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

CSM Magazine

APRIL 19, 2021

Xpedition , the Microsoft Dynamics Gold partner and trusted solution provider to the fashion and apparel sector, is partnering with Voyado the committed CRM challenger and natural choice for retailers in the Nordics, to supply a powerful cloud-based platform that enables retailers to create strong brand loyalty. About Voyado.

Fashion 72

Fashion Omni-Channel Loyalty Apparel 72

Second to None

MARCH 22, 2019

Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in different ways. To connect with Gen Zers, look into adopting philanthropy that preaches social responsibility and awareness. Online Influence.

Connections 63

Connections Brands Social Media Voice of Customer 63

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

FEBRUARY 12, 2024

Here are the three main elements of integrated CX: Ability to connect data from everywhere Richer insights Smarter Actions 1. By tracking changes in NPS before and after implementation, you can assess the impact on customer loyalty. Some of these may be: Who specifically will provide implementation and strategic consulting services?

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

LoyaltyPlus

SEPTEMBER 30, 2021

However, creating this loyalty through improved experiences in a digital world requires a different approach than before. Much of how these initiatives are positioned comes down to whether the company approaches them as rewards or loyalty programmes,” says Nic Roets, International consultant at customer loyalty specialists, LoyaltyPlus.

Loyalty 52

Loyalty Policies Brand Values Brands 52

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. What role does Experience Improvement play here, and how?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Lumoa

MARCH 12, 2023

Higher brand loyalty. 95% of customers report that customer experience is essential to brand loyalty. If integrations aren’t available or you can’t connect to the right systems via API, a specific CX platform might not be ideal for you. Price: Consultation needed. Price: Consultation needed. High costs.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

NobelBiz

APRIL 27, 2021

How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time. What is the aim of customer loyalty? Putting in place a loyalty strategy would also please them.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. If you want a more technical description of headless loyalty, read our previous article on the topic here. This article has three sections. Enter: headless platforms.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

CSM Magazine

JANUARY 30, 2024

They don’t just view your inquiries as tasks to be checked off they see them as opportunities to connect and assist. Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. That goes for both good and bad news!

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The loyalty industry still operates mostly on tightly-integrated legacy technology platforms, in which changes are slow and expensive.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. Most loyalty programs report how many members they have. Nobody granted those loans on a whim.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Beyond Philosophy

OCTOBER 17, 2016

It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. Understanding how memories form is important to fostering customer loyalty and retention. The stimulation, in this case, is the neurotransmitters or chemicals that allow the signals to transmit between your synaptic connections.

Loyalty 60

Loyalty Training Consulting Customers 60