InMoment XI

JULY 5, 2022

As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Want to learn about how the approach we laid out above has helped InMoment clients to gain a reputation for excellent experiences and drive loyalty?

Guest Experience 493

Guest Experience Brands eBook Multi-Channel 493

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Salesforce research says consumers like us belong to 4.3 loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 493

Retail Net Promoter Score Loyalty Programs Effort Score 493

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Highlight your most valuable customers on your social media and website.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailoring experiences based on this data can significantly enhance customer satisfaction and loyalty.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Vonage

FEBRUARY 23, 2017

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. If consumers are not happy with the service you provide, they usually don’t think twice about switching.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. Most consumers consider the customer experience crucial when purchasing, but only half of them feel that organizations are doing a good job. Here are a few touchpoints to consider: Social media.

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. There are now multiple touchpoints for your customers–websites, apps, and newsletters in addition to your physical space (and they may never even set foot in your store!). Where and how they take place has changed, of course.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Consumer demands and behaviors can also influence your customer journey map.

Customer Journeys 99

Customer Journeys Touchpoint Social Media How To 99

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. Points and miles are a dominant and popular form of loyalty value. For some brands, issuing your own loyalty currency is certainly desirable.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. Not long ago, mapping that path was relatively easy.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

BirdEye

OCTOBER 11, 2023

Zendesk reports that 50% of consumers will switch to a competitor after one bad experience. Accenture indicates that 71% of consumers aged 55+ would like internet claim processes to replace traditional in-office processes. 80% said they would switch to a competitor after two bad experiences.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location. What sets an exceptional retail customer experience apart? Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Mind your response time.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Kayako

JANUARY 17, 2018

We think about the touchpoints between customer and business when the customer needs help buying or using a product. NPS measures customer loyalty. Sales is often the first one-on-one touchpoint customers experience with your business. When we talk about customer experience, many of us think about support.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

CSM Magazine

SEPTEMBER 8, 2023

Traditional marketing tools and retention tactics that might have worked a decade ago are now outdated in the eyes of the savvy digital consumer. In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

Horizon CX

JUNE 5, 2023

Reasons for the Perception Gap: Internal Focus: Senior leaders, consumed by internal metrics and operational priorities, may become detached from the reality of customer experiences. Their limited exposure to specific touchpoints or reliance on aggregated data may paint an incomplete picture of the overall customer experience.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 81% of consumers are prepared to pay more for a better customer experience! 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

C3Centricity

JUNE 8, 2020

However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

SmartMessage Blog

JULY 20, 2023

Building customer loyalty is essential for growth. What Is Customer Loyalty and Why Is It Important? Customer loyalty means a consistent and positive emotional bond between a consumer and a particular brand, company, or product. Customer loyalty definition centers on the bond between a brand and its customers.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Customer Journeys 78

Customer Journeys Loyalty Brands Strategy 78

Joe Rawlinson

JULY 24, 2019

In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream. According to the American Express, nearly 50% of consumers expect a response on social media questions or complaints within an hour, with 18% expecting an immediate response. Real-Time Customer Support.

Loyalty 107

Loyalty Sales First Call Resolution Rewards Programs 107

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 According to a report by Pew Research Center , 85% of Millennials say they use social media. She’s a Millennial.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

SmartMessage Blog

JULY 13, 2023

Building customer loyalty is essential for growth. What Is Customer Loyalty and Why Is It Important? Customer loyalty means a consistent and positive emotional bond between a consumer and a particular brand, company, or product. Customer loyalty definition centers on the bond between a brand and its customers.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It is even harder to build consistent loyalty throughout your customer base. However, cultivating loyalty is well worth the extra effort and expense. What is Brand Loyalty?

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

Lumoa

FEBRUARY 28, 2023

They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. Strategically reacting to customer feedback can increase customer loyalty and retention. This eats up hours and hours of work, making it very time-consuming to generate meaningful insights.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Feedbackly

MARCH 30, 2023

A buying journey typically consists of five main stages; awareness, consideration, purchase, retention, and loyalty. Identify customer touchpoints Touchpoints refer to every point of interaction that occurs between the customer and the brand. Start by defining each stage and mapping the touchpoints related to each of them.

Customer Journeys 98

Customer Journeys How To Touchpoint Social Media 98

InteractionMetrics

JUNE 19, 2023

When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Test : End where you started: with the consumers.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. For instance, a customer interacts with a company’s social media page, asking a question about a product.

Contact Center 52

Contact Center Brands Social Media Call Center 52

TechSee

MAY 19, 2021

consumers required assistance during the pandemic. By streamlining the execution of once complex, labor-intensive, and time-consuming procedures such as basic troubleshooting, billing, data entry, workforce management, and order fulfillment, RPA frees call center staff for higher value-add work.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

TechSee

FEBRUARY 2, 2022

view of customers by accumulating data from the various touchpoints that a customer may use to contact a company. Using AI-driven predictive analytics tools, companies can draw insights from end-to-end customer data to track, predict, and personalize the customer’s journey, with the ultimate goal of boosting brand loyalty.

Call Center 124

Call Center Self Service Technology Social Media 124