Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

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Consulting Financial How To Return on Investment 110

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.

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Loyalty Loyalty Programs How To Retail 116

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. In this article, we’ll look at what a Customer Experience Persona is, how to create one, and how to use it when it’s done. What is a CX Persona?

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Customer Journeys Customer Experience How To Touchpoint 367

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

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Loyalty Consulting Loyalty Programs Groups 157

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. Loyalty is never really Won. This also means that loyalty is much less long-term than in the past and lifetime value is now measured in months or a few years, rather than in decades.

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Hospitality Customer Centricity Hotels How To 268

Beyond Philosophy

AUGUST 23, 2017

How does one measure a concept? What does customer loyalty , customer satisfaction , customer experience or even “Happiness” look like on a chart or in an Excel sheet? In other words, how do you link it to your bottom line? If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty.

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Measurement Loyalty How To Metrics 132

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Think about CX of the Future.

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Employee Experience Culture Loyalty Travel 221

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 60

Consulting Financial How To Return on Investment 60

CloudCherry

SEPTEMBER 23, 2019

In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention. THAT’s where you start building loyalty.’. So, where do we begin? Request a demo.

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Customer Retention Customer Journeys How To Analysis 150

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. First things first.

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ROI Customer Satisfaction How To Effort Score 195

Beyond Philosophy

MARCH 8, 2019

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr. Chip Bell is our guest on this episode of The Intuitive Customer podcast.

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Innovation How To Consulting Loyalty 133

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. Maybe it will require knowledge in how to oversee the efficiency of a robotic set of housekeepers or janitors. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D.

Consulting 113

Consulting Self Service Customer Experience Customers 113

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.

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Loyalty Programs Loyalty How To Touchpoint 52

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. How can brands stand out? That experience affects how they view your organization and products, as well as their loyalty.

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

GetFeedback

SEPTEMBER 14, 2018

According to a study organized by the Harvard Business Review : “Loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be. How reducing customer effort increases customer loyalty. Customer meetings/consultations.

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Loyalty Effort Score Net Promoter Score Touchpoint 170

InteractionMetrics

MAY 16, 2024

If you are looking at customer experience research firms, you are probably trying to ‘ get the other person’s point of view’ about things like: How do our customers perceive our frontline staff – and how do those interactions compare with those of our peers? Read about this and register for a consulting session here.

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Net Promoter Score Customer Experience How To NPS 52

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!

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Loyalty Programs Loyalty Rewards Programs How To 100

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Are retailers really focusing on how to provide additional information for customers when and how they need it? Showcase how products can be used. Using the app and digital presence to provide how-to videos and customer reviews could be the reassurance they need in the moment. Loyalty: “What’s in it for me?”

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Customer Confidence Report Loyalty Programs Retail 279

NICE inContact

MAY 15, 2019

Building customer loyalty is one proven growth hack that can help you accelerate your business success. Everyone talks about creating customer loyalty, but not enough people talk about how. It makes sense that creating customer loyalty requires a plan and commitment to that plan. Please visit this link to register.

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Contact Center How To Consulting Loyalty 136

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. User B 17141 Subscribe to Loyalty Program 2 0.71 User A 11999 Purchase in “Jewelry” category 2 0.86

Loyalty 75

Loyalty Brands Loyalty Programs Multi-Channel 75

Beyond Philosophy

DECEMBER 14, 2017

I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. Therefore, I was surprised as you are to learn the Customer Experience you provide does not create loyalty; it is the experience customers remember you provide that creates loyalty.

Loyalty 151

Loyalty Sports eBook Consulting 151

GetFeedback

SEPTEMBER 24, 2019

Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). . How to win over top management. Free Guide: How to Run a Successful VoC Program.

How To 150

How To ROI Policies Analysis 150

BirdEye

MARCH 4, 2024

How drip marketing works Drip campaigns vs. nurture campaigns 6 benefits of drip campaigns 9 types of drip campaigns to try Reasons to use drip campaigns How to set up a drip campaign Drip campaign best practices Drip campaign examples and ideas by industry Drip marketing FAQs Become a drip marketing master with Birdeye What is a drip campaign?

Marketing 109

Marketing How To Multi-Channel Tips 109

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . I have an example I use to explain how to know how a person feels. I also know how to fix it if necessary. Customer loyalty is a function of customers’ memories.

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Loyalty Training Customers Call Center 156

InMoment XI

APRIL 24, 2024

Prescription Refills and Medication Management : Contact centers facilitate prescription refills, medication adherence reminders, and medication management services, ensuring that patients have timely access to their medications and understand how to take them properly.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

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. See How to save money on your car insurance.

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Insurance Loyalty Company Policies 64

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Reward points and loyalty certificates are no longer adequate to sustain business relationships.

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Loyalty Handbook Loyalty Programs Consulting 88

Currency Alliance

MARCH 5, 2019

Should my brand be in a loyalty coalition? Do reward points really earn loyalty? These, and other important questions, were subject of a debate held recently at the Visa Innovation Center in London, and Convened by Annich McIntosh of Loyalty Magazine. Loyalty Coalitions are Morphing into Marketplaces.

Loyalty 58

Loyalty Loyalty Programs Entertainment Consulting 58

Experience Investigators by 360Connext

NOVEMBER 3, 2014

In a nutshell, it’s how to better your business. As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in. That leader will start investing in how to better the business by pulling back the curtain and seeing the reality of the situation. But growth is good, right?

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How To Leadership Social Media Consulting 271

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. Whatever it is, building a community will not only help draw people to your store but also build loyalty. Doing this builds trust, and trust will build loyalty among your customers.? . Highlighted Product .

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Customer Experience Self Service How To Retail 142

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating Loyalty that Lasts. How are you? Intro Voice: (00:04).

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How To ROI Study Customers 143

InMoment XI

JULY 19, 2023

Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Companies that prioritize customer experience outperform their competitors and build long-term customer loyalty.

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Customer Experience Customer Journeys ROI Customer Centricity 260

Helen Dewdney

SEPTEMBER 30, 2021

On 20 June 2021 the Government finally published its consumer paper for consultation. So I am producing a summary/opinion piece on areas of the consultation. The problems with the “Loyalty penalty” have been well documented and spoken about. See, for example, How to challenge terms & conditions (even those agreed).

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Government Consulting Insurance Policies 39

Beyond Philosophy

MARCH 15, 2017

A few years ago, Harvard Business Review told us all that excellent customer service was not the foundation of customer loyalty, as we once thought, but instead a minor influence. The authors argued bad customer service had the most impact on loyalty—by destroying it. The Easy Path to Customer Loyalty. It is easy.

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Loyalty Self Service Average Handle Time Training 121

Beyond Philosophy

JANUARY 10, 2020

To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com. The post How to Get Customers to Yes appeared first on Customer Experience Consulting. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

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How To Customers Consulting Course 124

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Got helpful tips on how to install and use the pump via vendor videos. About the guest author.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Beyond Philosophy

JULY 16, 2020

The respondents would tell the team what they remembered about how it felt. Customer loyalty is a function of memory. Many opportunities exist to experiment with communication channels and message strategies to help customers remember things better or foster brand loyalty. Remember that endings are essential.

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How To Training Consulting Feedback 194