CX University

NOVEMBER 21, 2020

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. Customer-facing teams in sales and service-orientated environments embrace the concept. Customer-facing teams in sales and service-orientated environments embrace the concept. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

delighted

JUNE 1, 2022

Selling to your existing customers is far easier than acquiring new customers. The general rule of thumb is it costs five times as much to generate a new customer than to sell to your existing customers. Your current customers are also more likely to spend more. Why is customer lifetime value important?

Net Promoter Score 70

Net Promoter Score Customer Retention Self Service Loyalty 70

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. This advanced mechanism not only ensures customers are catered to promptly but also streamlines business operations. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

CSM Magazine

AUGUST 26, 2019

One of a business’s main priorities should be to improve the lives of customers, especially in e-commerce. To be able to do this it’s important to know what value you offer to potential customers and what speaks to them directly. It also determines the customer’s decision on whether they should buy from you instead of your competitors.

How To 40

How To Loyalty Programs Rewards Programs Policies 40

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Many brands are investing heavily in customer experience (CX) and, as we explore below, the numbers don’t lie — those allocated resources can yield some serious returns.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold. Keep them happy.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

SmartKarrot

MARCH 17, 2021

In marketing, the Pareto principle says that 80 percent of your sales are represented by 20 percent of your customers. So, how does this fit with Customer success ? What is the Customer Success Pareto Principle? Customer Success Pareto Principle. This stresses on the importance of customer retention and customer loyalty.

Customer Success 15

Customer Success Rewards Programs Effort Score Customers 15

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. This actually is not true. Points and miles are a dominant and popular form of loyalty value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Bribing customers is easy and, as with most easy initiatives, not very profitable. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JANUARY 22, 2020

Every CFO knows a loyal customer is many times more profitable than others. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. That ought to make your job easier.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

Currency Alliance

JUNE 16, 2020

Loyalty had evolved into a fairly segregated marketing function, but many of this years’ entries were more comprehensive, loyalty-enabled marketing programs. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Grade.us

MAY 9, 2017

Loyalty deserves to be rewarded. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program. Users should feel excited to be a part of the program, not dreading the day they finally take advantage of it.

Loyalty Programs 38

Loyalty Programs Loyalty System Rewards Programs 38

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. ” This is where the emotional component comes into play.

Rewards Programs 52

Rewards Programs Loyalty Brands Connections 52

BirdEye

MAY 31, 2023

They come directly from your existing customers who know your business and know who would find your products/services helpful. However, just expecting your existing customers to refer their friends and family members to your business is not a great strategy. Why does referral marketing work?

Strategy 52

Strategy Marketing Social Media Rewards Programs 52

CSM Magazine

JANUARY 29, 2018

There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. The following points are all important questions to ask yourself about your own company’s approach to customer service. 2) Are you providing the optimal level of customer interaction?

Customer Centricity 75

Customer Centricity e-support How To Policies 75

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes. Segmentation.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

Currency Alliance

DECEMBER 13, 2018

Reward programs still have an important part to play in this effort; but they are only part of the picture. YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Bold360

JULY 13, 2017

Multichannel and omnichannel might be this decade’s buzzwords, but that doesn’t mean they aren’t also essential to success for both your business and customers. Refers to the multiple ways your business and customers can interact with one another. How can Omnichannel Customer Service take this Further?

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySparrow

SEPTEMBER 25, 2020

Acquiring new customers is harder than ever. Customers are not really looking at the next shiny thing because each entrant into the market showcases themselves like it. Getting feedback directly from your customers has a lot of benefits associated with it. Touchpoints that provide a less-than-ideal experience for your customer.

Sales 59

Sales Survey How To Omni-Channel 59

Currency Alliance

FEBRUARY 10, 2020

Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app. Loyalty programs are essentially a value exchange.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52