Customers That Stick

SEPTEMBER 18, 2014

Here’s a look at how to target Millennials effectively through loyalty programs. A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. White Papers. Loyalty Programs.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

CSM Magazine

SEPTEMBER 15, 2021

Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Among the other significant findings from the report, the quantified impact of the pandemic on retail loyalty suggests that customers are now less loyal than before the pandemic.

Retail 52

Retail Report Banking Tips 52

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Free Download: Customer Engagement 2020 White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Mobile vs desktop retention.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. When employees feel empowered to succeed, they feel pride in what they do.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

CSM Magazine

JULY 27, 2022

The state of brand loyalty in the UK. According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. Using customer experience to increase loyalty. So how can you ensure a continuous journey that increases loyalty?

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

SaleMove

JULY 9, 2021

Driven by the convenience of online shopping, insurance companies are now expected to provide information that helps customers learn about policies, compare options and even complete an application from virtually any connected device, 24/7. “To Putting customers and agents at the center of P&C insurance sales processes is within reach.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

Vonage

OCTOBER 2, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. As each network has developed, social media has moved into the working world, as a way to connect with customers and clients.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. As each network has developed, social media has moved into the working world, as a way to connect with customers and clients.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Customer Experience Insight

DECEMBER 3, 2020

Try to send emails weekly with valuable content – such as bullet-pointed tips on how to get more life out of your products or value out of your service, a research-based white paper on industry trends or sometimes more informal content like a list of motivational quotes. Connect personally. Meet more people.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Oracle

MARCH 22, 2021

On top of that, the pandemic has severely tested customers’ brand loyalty, with two respective 2020 reports from Ketchum and McKinsey highlighting the growing number of people shifting their brand preferences since lockdowns went into effect. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing eBook 85

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. This approach is key to tapping into modern shopping trends, encouraging brand loyalty and repeat business by making products that become an essential part of customers’ lives. Download our white paper to learn more.

Brands 60

Brands Customer Centricity CRM Consumers 60

Amity

SEPTEMBER 15, 2016

That’s why defining, delivering, and communicating a clear value proposition is the first and most important step in achieving high customer loyalty. Greater segment concentration yields faster revenue ramps and higher profitability, as well as higher customer loyalty: Context begets value. Trust precedes loyalty.

Loyalty 48

Loyalty Metrics Sales Software 48

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. With our uncommon blend of expertise, we help you connect the dots in a way that is most beneficial for YOUR bank. Consistently Remarkable Service.

Banking 40

Banking CRM Loyalty Customer Centricity 40

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. Participants can ask questions of the community, connect with peers or submit events for possible promotion. Nine Best Customer Success Communities in 2022. CS in Focus. CSM Practice.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. I’d love to help you draw the connection in your own organization and get your own customer-driven growth engine humming. Here’s some new research on the ties between good CX and revenue growth.

B2B 100

B2B Report Financial Customer Satisfaction 100

Kustomer

AUGUST 4, 2023

Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn. This is a guest post by Lindsay Willott , CEO of Customer Thermometer.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Interactions

JANUARY 6, 2022

Read our white paper to learn more. The foundational impact of such initiatives will be to add significant value to an organization’s ROI and business case, to enhance the experience they provide to their customers for creating greater loyalty and.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. Showcase Social Proof You can also utilize social proof to attract new customers and build trust and loyalty. You will want to make sure that customers view you as an expert in your field.

Tips 52

Tips Social Media Policies Case Study 52

Avaya

JANUARY 29, 2019

As customer expectations continue to evolve, so must the approach that organizations take to deliver high-quality service that leads to brand loyalty. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper. To get started or to find more out details, please contact us.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Totango

AUGUST 23, 2022

White papers. In short, B2B customer journey touchpoints may involve any stage of your customer’s journey with your brand, any outward-facing business process where you interact with customers, any function of your interactions with customers, and any medium you use to connect with customers, digital or otherwise. Blog content.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Amity

APRIL 3, 2014

That’s why defining, delivering, and communicating a clear value proposition is the first and most important step in achieving high customer loyalty. Greater segment concentration yields faster revenue ramps and higher profitability, as well as higher customer loyalty: Context begets value. Trust precedes loyalty. 1] Lanning, M.

Loyalty 48

Loyalty Metrics Sales Software 48

ijgolding

APRIL 25, 2017

In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis. Even if I have to pay an additional fee to use Wi-Fi, I am not too concerned, as long as I am able to connect to the web.

Airlines 164

Airlines Hotels Customer Experience Connections 164

CSM Magazine

OCTOBER 16, 2020

You have to encourage their loyalty. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. Clients want high-value propositions, multi-channel connections, and excellent customer service. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.)

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Alliance by IFS

JUNE 2, 2015

In our latest white paper, Forging a Service and Sales Partnership , we take a look at the revenue potential of handing sales responsibilities to the service force, as well as creating better channels of communication so that the service team can more effectively pass leads to the sales organization.

Sales 50

Sales Multi-Channel Training Technology 50

inmoment

JUNE 17, 2019

Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. Companies often address CX and employee experience (EX) separately, but these findings reveal they are closely connected. Definition of Loyalty Diverges. So how can brands keep up with the change?

Trends 53

Trends Customer Experience Comparison Loyalty 53

Comm100

JUNE 7, 2016

For example, if a customer finds out that they have been shopping at your store for years without receiving a loyalty card, she may be personally offended and decide not to come back. Loyalty cards and phone apps that reward in-person purchases. Download this white paper to learn how to deal with and follow up on difficult customers.

Retail 102

Retail Self Service How To Policies 102

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. NobelBiz stands ready to guide and support your center in mastering CRM integration, transforming data into meaningful customer connections. This efficiency reduces idle time and increases overall contact rates.

Call Center 59

Call Center Self Service Software Contact Center 59

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. Simply, the trend is optimizing and connecting employee commitment to the organization and its goals, to the company’s unique value proposition, and to the customer. Further, there is no specific connection to the emotional drivers of employee experience. Those question are: 1) Really?

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Kustomer

AUGUST 30, 2018

Of the 100 or 1,000 “connections” you have across social channels or languishing in your ages-old contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn. Not many, if you’re anything like me.

Feedback 65

Feedback How To Insurance Omni-Channel 65

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

Comm100

OCTOBER 17, 2017

Connect with the People You Serve. This isn’t exactly a great connection. By practicing effective social media customer service, you will be able to connect with your customers, and show them that their voices matter. Increase Customer Loyalty. Download Now. As of right now, Facebook has over 2 Billion active users.

Social Media 122

Social Media Customer Service Customer Care Feedback 122

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. No Loyalty (low relative attachment and low repeat purchase). These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change.

Consulting 60

Consulting Loyalty Advertising Analysis 60