Lumoa

SEPTEMBER 8, 2020

Measuring customer loyalty these days is a little more complex. They’ve been replaced by apps and points and surveys. According to HubSpot, customer loyalty is “a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful and remarkable experiences they’ve had with that brand.”

Loyalty 208

Loyalty Measurement How To NPS 208

Optimove

JANUARY 26, 2023

Consumer trust is a crucial component of any successful marketing strategy. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. One effective way of gaining consumer trust is Customer-Led Marketing.

Loyalty 59

Loyalty Consumers Brands Retail 59

Lumoa

AUGUST 18, 2022

engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. Survey fatigue. Yes, there is a thing called survey fatigue and it is more common than you think. Set a way that surveys are done regularly (not daily).

Customer Journeys 208

Customer Journeys Survey Feedback Voice of Customer 208

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

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

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

IntouchInsight

SEPTEMBER 13, 2023

But we’re closing out summer with some hot consumer data from our regular Flash Points ; pulse surveys of everyday consumers across North America on a wide range of issues affecting customer experiences. It’s hard to believe that fall is right around the corner!

Loyalty 156

Loyalty Consumers Survey Data 156

Optimove

MAY 2, 2023

Trend results of three recent Optimove surveys, each of more than 400 US consumers, show that consumers’ planned shopping budgets increased slightly in March. In February, 21% of survey respondents said they had more confidence in the economy for 2023. The figure rose to 22% in March. 1985=100), up from 103.4

Consumers 52

Consumers Loyalty Survey Conference 52

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. So, let’s get started.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Optimove

JULY 25, 2023

Brands Offered Insights on Strategies to Boost Brand Engagement and Drive Retail Sales The post Optimove’s 2023 Back-to-School Survey Reveals Strong Consumer Loyalty and Willingness to Spend More appeared first on Optimove.

Loyalty 52

Loyalty Consumers Survey Retail 52

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. A survey from J.D.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. Let’s scale up and dive into these CX Trends: CX Trend #1: Consumer Comfort Level with COVID Safety Precautions. But in Canada and the United States , only 51-61% of consumers were comfortable.

Trends 493

Trends Social Media Comparison Loyalty 493

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. Our readers enjoy $ 500 off their first YouGov survey. Next, double-digit inflation in all areas of consumer goods has wreaked havoc on consumer spending habits. The results were funny.

Consumers 78

Consumers Self Service Survey System 78

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees. Check it out for free here!

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Optimove

NOVEMBER 29, 2023

Why It Matters: The majority of today’s consumers are embracing the use of AI in marketing — which is great news for retailers. The future looks bright for AI-driven brand marketing, according to Optimove’s 2024 Consumer Perspectives on AI-Driven Brand Marketing Report. Of the 305 U.S. A quarter of respondents were indifferent.

Report 52

Report Consumers Loyalty Brands 52

QuestionPro Audience

JANUARY 19, 2017

One common dilemma we often hear from researchers is that they are investing a great deal of time, resources, and effort to develop a high quality survey, but their survey response rates are declining, as is their online data quality—leaving them unsatisfied with the outcomes of their research. We donate portions of proceeds to causes.

Survey 323

Survey Advertising Culture Loyalty 323

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

TechSee

OCTOBER 21, 2020

Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

Customer Expectations 207

Customer Expectations Survey Consumers Innovation 207

Optimove

JULY 25, 2023

Discover key insights from our recent 2023 Holiday Shopping Survey. It reveals that 42% of consumers prefer to shop exclusively at familiar stores or websites they have patronized before, highlighting the significant impact of loyalty on driving sales.

Retail 52

Retail Loyalty Survey Brands 52

BirdEye

JUNE 16, 2023

Regularly conducted brand surveys help you gather such feedback. But brand surveys come in many different forms and choosing the right one is important to reap the benefits of your investments. So here is a guide on how to get it right and use brand surveys the right way for your business. How do brand surveys help a business?

Survey 98

Survey Brands Strategy Social Media 98

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Table of contents Key Findings: How frequently do consumers shop locally? Does reputation affect consumer choices?

Consumers 115

Consumers Report Multi-Channel Data 115

Retently

MARCH 2, 2023

While talking to every customer personally is almost impossible, CX surveys take this function on. Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions. What is a 5-star survey? So, what are some good survey questions to ask?

Survey 158

Survey Effort Score Ecommerce Customer Satisfaction 158

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Brand loyalty is driven by emotional connections. But why isn’t this level of fandom a reality for every brand?

Study 170

Study Loyalty Connections Loyalty Programs 170

SurveySensum

MARCH 7, 2024

As consumers become more conscious of the ethical and social implications of their purchasing decisions, the importance of CSR in the corporate landscape has grown significantly. Consumers today are more discerning than ever, seeking out brands that align with their values. CSR provides a valuable avenue for differentiation.

Loyalty 52

Loyalty Competitive Advantage Connections Brands 52

QuestionPro Audience

JUNE 3, 2019

What are online consumer research panels? Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Definition.

Consumers 191

Consumers Industry Self Service Advertising 191

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. How do you measure customer loyalty with metrics? Send surveys at natural pause points.

Loyalty 181

Loyalty Measurement Net Promoter Score Effort Score 181

Oracle

MARCH 18, 2019

Consumer loyalty is more difficult than ever for retailers to attain. Yet, it is as important as ever for a company’s sustainability to crack the consumer loyalty code. In addition, today’s business models for loyalty programs can be both affordable and sustainable. Be transparent. Leverage technology.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

Kayako

FEBRUARY 14, 2018

As consumers, our needs are satisfied all around. It means consumers expect great product quality, but it’s no longer a currency that differentiates your business. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

Feedbackly

NOVEMBER 24, 2022

Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted. So, don’t let surveys be the sour grapes of your brand. Timely appearance.

Survey 97

Survey How To Touchpoint Customer Journeys 97

SurveySensum

SEPTEMBER 27, 2023

Whereas if the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. It’s not just about resolving problems; it’s about creating memorable customer experiences , building customer loyalty, and turning occasional shoppers into lifelong advocates.

Industry 52

Industry Survey Insurance Competitive Advantage 52

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

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

CSM Magazine

SEPTEMBER 14, 2023

The research, Experience & Loyalty Insights: A Research-Based Review, is a collaboration between Conduent and Execs In The Know. For example, 42% of survey respondents said the care provided today is “Better” or “Much Better” than that of three years ago. email, chat, live, social, etc.) email, chat, live, social, etc.)

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

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

Optimove

MARCH 30, 2023

To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. Almost half of the consumers surveyed have less confidence in the economy compared to 2022. Trust is the cornerstone of loyalty.

Consumers 52

Consumers Omni-Channel Retail Travel 52

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ? It’s not just about delivering on consumer expectations ?—

Consumers 80

Consumers How To Retail e-support 80