Optimove

JANUARY 17, 2024

Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

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

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut ties indefinitely.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

InMoment XI

FEBRUARY 7, 2024

It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. Hotel customers are no exception.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

InteractionMetrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. The product failed.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 191

Financial Trends Self Service Customer Experience 191

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Let’s explore how improving customer journeys and user experiences empowers you to achieve sustainable business growth.

Customer Journeys 128

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 128

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

Second to None

AUGUST 9, 2019

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps. Yet, its importance persists.

Loyalty 83

Loyalty Touchpoint Brands Voice of Customer 83

SurveySensum

APRIL 28, 2023

Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service.

NPS 52

NPS Loyalty Measurement Customer Service 52

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. What is Integrated Customer Experience (CX)? In short, integrated customer experience is an anti-siloed CX strategy.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Customer Journeys 78

Customer Journeys Loyalty Brands Strategy 78

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Alliance by IFS

OCTOBER 25, 2019

In this new era of instant information and endless product options, your brand’s status is no longer enough to ensure consumer loyalty. Understanding the Importance of Customer Loyalty and Personalization. The more you understand potential customers, the more likely you are to keep them once you acquire them.

Loyalty 81

Loyalty Consumers Customer Retention Study 81

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

Connections 109

Connections Customer Experience Social Media Analysis 109

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. Decreasing customer churn leads to more than repeat customers and referrals. The bad and the ugly of high churn.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. With retailing, a lot goes under the basic definition of this subject which is the process of making a profit by selling consumer goods or services to customers through multiple channels of distribution. The full book can be purchased here.

Case Study 52

Case Study Retail Study Customer Experience 52

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Surprise the customer.

Tips 109

Tips Customer Experience Loyalty Loyalty Programs 109

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. But did you know that we’re currently living in The Age of the Customer?

Customer Experience 177

Customer Experience Contact Center Culture Study 177

SurveySensum

FEBRUARY 7, 2024

Ask the right questions to the customers at the right touchpoint. Gathering customer feedback strategically is crucial for understanding their pain points. However, companies often grapple with determining the optimal timing for survey distribution across the customer journey. Well, I’ve always emphasized it.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Retail 52

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. Customer experience, by its very definition, is happening whether you are intentional or not.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

SurveySparrow

SEPTEMBER 15, 2023

Do you ever sit back and wonder what your customers think about your brand? That’s where customer experience monitoring comes into play. It provides you with insights that not only gauge customer satisfaction but also equip you with the tools to fine-tune your digital marketing strategies for unparalleled success.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Touchpoint 52

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. Use data to find and fix issues causing customer churn.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. What’s an IVA?

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

SurveySparrow

JULY 4, 2023

When a customer enters your store or visits your website, they bring with them a need, a desire, or a problem to solve. The answer lies in understanding and optimizing the customer experience journey. What is a Customer Experience Journey?

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

GetFeedback

JANUARY 19, 2020

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. Think “Survey+” for Customer Feedback.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue. Achieving success in business goes beyond offering quality products and services.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

Interactions

DECEMBER 12, 2019

How are you delighting your customers? A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often. The reason is clear: better customer experience translates into increased loyalty. Retailers are investing in improving CX.

Retail 62

Retail Loyalty Rewards Programs Self Service 62