The Top 4 Customer Loyalty Metrics

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

Why an Effortless Experience Isn’t Enough for Customer Loyalty

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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? . loyalty doesn’t increase when customers are delighted.

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5 Efficient Ways to Boost Customer Loyalty

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5 easy ways you can increase loyalty, boost engagement and optimize your customer experience program. Articles

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. How the loyalty loop works. The loyalty loop cuts down the steps for acquiring new customers to just three stages: Consider, Evaluate, and Buy.

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!

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.

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Measure Customer Loyalty With NPS in Salesforce

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The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration. Articles

NPS 195

Rethinking loyalty for mobile

Lenati

Those brands who invest in their mobile technology and focus on the digital consumer experience differentiate themselves in the marketplace and endear themselves to their consumers – especially their loyalty members. In short, mobile empowers brands to engage customers in new ways.

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

6 Ways To Capitalize On Customer Loyalty

The DiJulius Group

Now is the time to take your customer experience to a completely different level. The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group. Service Aptitude State Of Service customers loyalty quarantine

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.

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. But this does not need to be done on an individual level with each customer.

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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. Measuring Loyalty and Satisfaction.

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?

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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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.

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.

What’s the Customer Loyalty Loop?

GetFeedback

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

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.

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

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.

The Key to Cultivating Loyalty: Taking Action on Customer Feedback

IntouchInsight

Your source for the best knowledge on collecting data to drive business improvements

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

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

The Real Key to Customer Loyalty

IntouchInsight

CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand

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

C3Centricity

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?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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 196

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!

Building Customer Loyalty That Lasts

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Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty. Articles

Measuring Customer Loyalty Shouldn’t Be Difficult

Kayako

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Will faster reply times make a customers more loyal?

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?” A customer who comes back for more.

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!

Do Loyalty Programs Really Create Loyalty?

ShepHyken

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. But, when it comes to a loyalty program , that is going to drive repeat business, there are three types.

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.

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!!! For a while now I have pondered over the genuine success of loyalty schemes. Some loyalty schemes are very simple.

Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty

ShepHyken

He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. What do you do in the interim to gain and retain customer loyalty? Has an existing customer donated to the Corona cause?

Five Ways to Create Customer Loyalty

ShepHyken

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customer service is.