Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. And if those numbers aren’t a huge concern, consider this – it normally takes 12 positive experiences to make up for a negative one. Why are customer unhappiness levels so high?

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SmartMessage Blog

OCTOBER 27, 2022

Today, all brands spend a lot of effort on customer journey maps, that is, creating new customers and retaining their existing customers. From the moment of entering the customer’s radar to the phase of loyalty and advocacy, every touch matters. What is a Customer Experience Map?

Customer Journeys 40

Customer Journeys Customer Experience Omni-Channel Analysis 40

Kitewheel

JULY 27, 2020

Why Customer Loyalty Programs Matter. Customer loyalty programs influence the likelihood that a customer will continue purchasing from a given company rather than their competition. So, what makes a customer loyal to a brand? The Benefits of Loyalty Programs .

Loyalty Programs 52

Loyalty Programs Loyalty Rewards Programs Gamification 52

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. You can see why brands want to foster customer loyalty. You can see why brands want to foster customer loyalty. All of these feel-good moments build up customer trust over time and therefore increase customer retention. What is customer loyalty?

Loyalty 84

Loyalty Measurement Customer Experience Net Promoter Score 84

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Now, forward-thinking banks are urgently considering how to keep their payment cards top-of-wallet and expand the stickiness of their relationships with customers over the next decade. which many banks also provide.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

Oracle

SEPTEMBER 16, 2020

Over the years, the concept of brand loyalty hasn’t changed, but a brand’s approach to customer loyalty and retention has. Customer loyalty is shifting to brands that deliver exceptional customer experiences using more relevant personalization. Maintain communication.

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Journeys 92

Customer Journeys Customer Experience How To Loyalty Programs 92

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. The customer experience has evolved. Why hasn’t loyalty?

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 72

Loyalty Programs Loyalty Omni-Channel Brands 72

Thematic

JUNE 4, 2024

We often underestimate the impact of effort on customer loyalty. Yes, product quality matters, but how much effort your customer needs to put in to complete a purchase plays an outsized role. Business leaders today aim to reduce friction by designing proactive, positive customer experiences. But a whole handful?

Customer Experience 62

Customer Experience Customer Journeys Effort Score Multi-Channel 62

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.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? For instance, professional athletes across the world wear Nike ; however, the sweeping majority of Nike customers are not actually world-class and/or Olympic athletes.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Customer Touch Points Examples.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important. What Is Customer Retention?

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #2: Create frictionless shopping experiences.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 49

Loyalty Programs Loyalty Omni-Channel Brands 49

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Hotel customers are no exception.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Experience Investigators by 360Connext

JULY 13, 2015

Customer journeys are often represented in the same way. They exit into a converting customer. But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. Consider how much effort is focused on acquiring new customers. GPS Directions.

Customer Journeys 110

Customer Journeys Social Media Travel Loyalty Programs 110

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Journeys 52

Customer Journeys Customer Experience How To Loyalty Programs 52

Optimove

OCTOBER 7, 2021

Well, with the right tech at your helm, it is really totally doable, and can lead to even more than 33% increase in customer lifetime value. And one thing that is often overlooked by brands in this regard, concerns loyalty data specifically, since data from CRM Marketing technologies and data from loyalty programs are typically separate.

CRM 105

CRM Loyalty Data Marketing 105

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. We call this “experience improvement.”. What Is Voice of the Customer?

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

BirdEye

MARCH 10, 2022

Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. If a business fails to meet customer expectations, a customer can easily find another option. In this blog, we’ll cover the questions that every company has about customer experience.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But this does not need to be done on an individual level with each customer. Sustaining these connections goes both ways.

Study 170

Study Loyalty Connections Loyalty Programs 170

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.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Experience Investigators by 360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Many maps highlight the big ways of delight and disappointment.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. Studies show that a 5% increase in customer retention can lead to an increase of between 25% and 95% in revenue. It makes sense then that promoting customer loyalty should be on every business’s to-do list. The best way to do this is to go where they are.

Loyalty 52

Loyalty Customer Service Loyalty Programs Customers 52