CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. With this, Maya Angelou parted onto us what could possibly be one of the greatest pearls of customer experience wisdom.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

CX Journey

JANUARY 16, 2019

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.

Chief Customer Officer 99

Chief Customer Officer Loyalty Programs Course Customer Experience Professionals 99

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. ME: How many concrete blocks can I sell to this customer? SUPERVISOR: Has the customer enrolled in our loyalty program?

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Lumoa

JANUARY 19, 2023

Customer Loyalty/Retention/Churn This considers how many customers come back and stay regular customers and how many stop using your company’s products or services over a certain period. Some measurements to use are purchase frequency, average order size, repeat orders, and the number of loyalty program members.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Beyond Philosophy

JANUARY 14, 2015

Recently this retailer has decided to launch a loyalty program. This program is completely separate from being a charge card holder and all the marketing that they’re already directing our way. Then the dreaded words come – “you’ll have to call customer service with your receipt number and they will credit you.”

Customer Experience 60

Customer Experience Loyalty Programs Retail Customers 60

ClearAction

OCTOBER 1, 2018

And unless we’re applying VoC insights as Collaborators and Transformers we aren’t likely to generate the business growth promised by loyalty-revenue correlation. Each of these starting points emphasizes customer-facing roles, reacting to and seeking to shape customers’ actions. CXM Timeline to CX-Centricity.

Customer Experience 63

Customer Experience Effort Score ROI Study 63