Why an Effortless Experience Isn’t Enough for Customer Loyalty

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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 .

The Loyalty Question 2.0

ShepHyken

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.

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What’s the Customer Loyalty Loop?

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The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Yet, many businesses still model their customer journey off the classic conversion funnel, which largely ignores how to retain existing, loyal customers by only including these six stages: Awareness , Interest , Consideration , Intent , Evaluation , and Purchase. How the loyalty loop works. Create your loyalty loop with customer feedback.

The Top 4 Customer Loyalty Metrics

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How to measure customer loyalty across your customer experience program. Articles

Busy Season? Keep Customers Satisfied with Great Support

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.

Report: Temkin Loyalty Index, 2016

Experience Matters

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 […].

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5 Efficient Ways to Boost Customer Loyalty

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Loyal customers are the customers who will continue to buy your product with or without sales or discounts and will recommend your business to their friends. The goal for every business is for all of their regular loyal customers to be enough to keep the business going. Customer loyalty is at its most basic definition when customers are likely to continue to do business with you. Create a relationship with your customers. Ask for customer feedback.

PK named among preferred Salesforce loyalty partners

Lenati

As customers have increasingly gone digital during the COVID-19 pandemic, loyalty has gained prominence as a powerful strategy to increase stickiness, grow revenue, and deepen relationships with customers. Loyalty stands […].

Does Your Customer Experience Build Loyalty?

Wired and Dangerous

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!

Why an Effortless Experience Isn’t Enough for Customer Loyalty

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A step-by-step explanation as to why effortless experience is not all that matters when it comes to cultivating customer loyalty. . Articles

Moving Customer Service to Customer Experience and How It Benefits Your Business

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.

Report: Temkin Loyalty Index, 2016

Experience Matters

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 […].

Report 195

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead

eglobalis

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Building loyalty into the streaming experience

Lenati

The post Building loyalty into the streaming experience appeared first on PK. Articles Customer experience Improve Customer Loyalty Strategy and Design Telecom and MediaThe days of struggling to find quality streaming content are a thing of the past.

The engineered experience: Loyalty for technology consumer goods

Lenati

Traditional loyalty programs feature points, rewards, and member benefits to promote repeat purchases. The post The engineered experience: Loyalty for technology consumer goods appeared first on PK.

Customer Experience Management: A 3-Legged Stool

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 Satisfaction Versus Customer Loyalty

Comm100

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.

New Study: Why Emotional Connection is Essential for Customer Loyalty

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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. 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.

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Customer Loyalty Depends on the Word “WHY”

Kristina Evey

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

Measure Customer Loyalty With NPS in Salesforce

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You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. NPS is a key indicator of customer loyalty. Optimize (the survey experience).

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Why Virtual Retailers Must Master Messaging Right Now

Consumers may want contactless and convenient shopping experiences, but they value immediate, receptive service more. Successful retailers use messaging and chatbots to respond to and interact with customers in real-time to maintain loyalty and trust.

43 Interesting Stats about Customer Loyalty

Zonka Feedback

Customer Loyalty plays a great role in the growth of any business. In order to stand strong in a competitive market, it is important to have a base of loyal customers. Loyal customers are one of the most crucial asset of your business. Customer Experience

Customer Experience: Loyalty Through Narcissism?

Kate Nasser

Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. The post Customer Experience: Loyalty Through Narcissism? Customer Service Hot Topics and New Bits IT call center CCO CIO contact center customer Customer Care customer experience customer loyalty service technical support Ultimate Customer Service

Build the Right Customer Loyalty Program

QuestionPro Audience

It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. But with so many different loyalty programs out there, how do you know which one is best for you (and your customers!)? What should the customer experience look like? How will I reach my customers?

How Emotion-Driven Innovation Increases Customer Loyalty

Customer Bliss

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.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

5 Key Emotions to Ensure Customer Loyalty

NICE inContact

We think it’s important to strike a balance between automation and a human touch in digital customer service. The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty. We’ve narrowed it to 5 key emotions for loyalty: Surprise Familiarity Relief Gratitude Belonging. Emotions that inspire customer loyalty. Call center software to inspire loyalty.

How to Use Customer Loyalty Metrics: NPS, CES & CSAT

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This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates. Guides

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

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.)

Where Has All The Loyalty Gone?

Michelli Experience

“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.

What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

Report: Temkin Loyalty Index, 2017

Experience Matters

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.

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3 Inspired Ways to Increase Customer Loyalty

Experience Investigators by 360Connext

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.

Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear Anyway?

C3Centricity

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your CustomersLoyalty?

Building a Customer Loyalty Program That Drives Brand Love

Kayako

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” Loyalty usually refers to a strong sense of support or allegiance. For most of us, loyalty is more of an emotional concept than a concrete, measurable one. What we mean by a “loyal customer” is someone who repurchases.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Loyalty Schemes: do they really work?

ijgolding

These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! The lovely Mrs Golding is in desperate need of a new purse this year (I hope you are reading this Santa) due to the excessive bulging being caused by cards from loyalty schemes. For a while now I have pondered over the genuine success of loyalty schemes. Joining loyalty schemes and then redeeming the benefits is not always that simple.