InMoment XI
NOVEMBER 21, 2022
Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones.
InMoment XI
MAY 4, 2022
We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.
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InMoment XI
SEPTEMBER 28, 2021
Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? They might make an impact, but creating customer loyalty is something that must be the center of the company.
ShepHyken
MARCH 14, 2023
Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. It is a time to focus some extra care and attention on your loyal customers.
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Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
ShepHyken
NOVEMBER 18, 2020
If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.
Experience Matters
NOVEMBER 15, 2016
We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. Benchmarks Customer experience Temkin Group Research loyaltyconsumers to 294 companies across 20 industries. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].
Experience Matters
NOVEMBER 15, 2016
We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. Benchmarks Customer experience Temkin Group Research loyaltyconsumers to 294 companies across 20 industries. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].
Lumoa
JANUARY 31, 2023
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?
GetFeedback
SEPTEMBER 18, 2019
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . So I’ll provide the reasoning behind both positions, starting with the argument for the effortless experience. . The argument for an effortless experience .
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Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!
ShepHyken
OCTOBER 13, 2021
In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. So, with that in mind, here are three communication tips that will help drive customer loyalty and move them to say, “I’ll be back.” .
InMoment XI
SEPTEMBER 21, 2021
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. You can speculate about numbers, but they don’t reveal the exact, organic reason why customers feel one way or another.
Lumoa
OCTOBER 20, 2022
It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. .
IntouchInsight
SEPTEMBER 23, 2022
Customer Experience Management Tips & TricksAs anyone who has recently filled up their gas tank or purchased groceries will tell you, the cost of living just keeps going up. Consumer reactions to this vary greatly. Some people will shop sales while others will buy in bulk.
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How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!
Michelli Experience
APRIL 5, 2017
As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? While statisticians might obsess about the reduced predictive validity of an 11 point scale, I pragmatically see the core of this question as a key measure of customer experience. In essence, in his book The Ultimate Question , Fred has posited NPS® as the only customer relationship measure you would ever need.)
InMoment XI
DECEMBER 1, 2021
It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. The Difference Between Loyalty Marketing Programs and Customer Experience.
Experience Investigators by 360Connext
SEPTEMBER 25, 2014
Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Surprise with random, small rewards for loyal customers! Randomly rewarding customers with small surprises can go a long way towards loyalty. I’ve been a loyal customer for over 10 years! Loyalty is not about punch cards.
BlueOcean
DECEMBER 13, 2022
Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The Downlow on Loyalty: Reciprocity is Key.
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What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!
Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. How do you take action on customer experience?
Experience Investigators by 360Connext
NOVEMBER 30, 2021
In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey.
Feedbackly
JULY 21, 2022
Customer loyalty is a marker of a good customer experience. A loyal customer implies a happy customer. Insight customer data customer experience customer loyalty customer success customerisking CX strategy feedback feedbackly
Experience Matters
OCTOBER 24, 2017
We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new offerings.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.
Kristina Evey
APRIL 14, 2015
Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? But only asking IF customers will refer to you misses, in my opinion, the truly critical component. Now, asking customers IF they will refer to you is very important. Customer loyalty good customer service
Wired and Dangerous
JUNE 10, 2019
Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. 44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! This story still rings true in terms of how you build loyal customers. And best of all they turned my mistake into a wonderful and warm service experience!
Zonka Feedback
JULY 28, 2021
Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand.
Michelli Experience
OCTOBER 24, 2017
“Where Has All The Loyalty Gone? A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty. Loyalty is earned.
In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.
Customer Bliss
MARCH 5, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. They think about their customers’ emotions first.
Totango
JULY 1, 2022
Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. What Is Customer Loyalty?
Alida
FEBRUARY 15, 2022
Every business wants loyal customers. As it’s less costly to keep existing customers than to acquire new ones, increasing the value of your existing customers is a great way to drive growth and maintain profit margins. Customer Experience
Experience Investigators by 360Connext
JANUARY 12, 2015
How can we increase loyalty? Consider yourself as a loyal customer. You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. Their customers did their promoting.
Speaker: Hope Neiman, Chief Marketing Officer of Tillster
With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers. Join Hope Neiman, Chief Marketing Officer of Tillster, to learn how restaurants can create customized and seamless brand experiences that consumers desire.
Experience Investigators by 360Connext
MAY 3, 2022
Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Future State Customer Journey Mapping.
Experience Investigators by 360Connext
FEBRUARY 1, 2022
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . It’s easy to say the customer is the boss.
SAP Customer Experience
MARCH 15, 2023
Customer Experience SAP Customer Data Platform SAP Customer Experience Foundation SAP Customer Loyalty SAP Customer Relationship Management
Experience Investigators by 360Connext
FEBRUARY 2, 2015
” If it works to ignore loyalty, people will continue to do that. New sales, new clients, new customers. Growth in the market meaning more new customers. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers. Accountability over these numbers means understanding what customers go through.
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A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
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