Beyond Philosophy

AUGUST 15, 2019

Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions. Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Responsetek

MAY 3, 2018

Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. They ask questions about the user friendliness of their online customer portal or the quality of support delivered by the field or contact center. Dashboards also conclusively highlight key pain points.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

NobelBiz

OCTOBER 24, 2023

It provides a holistic view of the entire customer journey, starting from the initial awareness phase and continuing through to the loyalty phase. Loyalty program enrollment for customer retention. Providing exclusive offers through loyalty programs. Chat support for real-time assistance.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Tricia Morris

MAY 31, 2016

Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience. Denis Pombriant of Beagle Research presented this eye-opening statistic in his session on the new drivers of customer loyalty.

CRM 40

CRM Customer Experience Self Service Conference 40

West Monroe

MAY 31, 2019

Many banks still have hundreds of contact center agents answering simple questions like these, which are the exact types of queries that virtual assistants and chatbots excel at answering. How much did I spend at Starbucks last month? (or or any other merchant). What are my most recent transactions? Personal Financial Management.

Banking 40

Banking Financial Self Service Chatbots 40

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help. How do you listen?

Leadership 52

Leadership Culture Employee Experience Insurance 52