{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Advocacy Likely to recommend Loyalty Net Promoter Score NPS The Michelli Experience

Where Has All The Loyalty Gone?

Michelli Experience

“Where Has All The Loyalty Gone? 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?

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

Michelli Experience

Unlike Fred Reichheld (a man I respect greatly) and the genius behind the NPS®, I am not a proponent of relying on a single measure to encapsulate customer loyalty. (In NPS®, when supplemented with questions about customer effort or the degree to which a brand fits the lifestyle of its customers, gets to the strength of emotional relationships (engagement) customers have with the brands they frequent. This is a result of confusion between loyalty and advocacy.

You Want Engaged Employees? Ignite Mastery {Infographic}

Michelli Experience

Artificial Intelligence and the Customer Experience

along with CSAT scores and customer loyalty. engage in productive conversations. AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX?

You Want Engaged Employees? Ignite Mastery

Michelli Experience

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and. Mastery.

Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Michelli Experience

Real leaders care about the size of their heart particularly as it relates to how they care for their people!

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Michelli Experience

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters.

Are Loyalty Cards Dead?

Beyond Philosophy

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.”

The 6 Best Ways for Building SaaS Customer Loyalty

Totango

The Path to Building a New Era of Customer Loyalty. We’ve outlined six focus areas that will help you improve customer engagement and retention : Rapid onboarding. The sooner you engage with the customer to resolve their concerns, the more easily you’ll regain their trust.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

affects brand loyalty. engagement strategies retain. customer engagement and. how to build brand loyalty to. To drive loyalty and retention, omnichannel strategies must. customer loyalty—and the bottom. customer loyalty they crave.

Engagement Experience fuels Customer Experience

One Millimeter Mindset

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Or, is the quality of the engagement forceful and overwhelming?

Engagement and Loyalty: How Employees Can Be Your Best Customer Advocates

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model.

eBook 260

Engagement and Loyalty: How Employees Can Be Your Best Customer Advocates

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model.

eBook 260

3 Inspired Ways to Increase Customer Loyalty

360Connext

Check out these simple ways to increase customer loyalty. Randomly rewarding customers with small surprises can go a long way towards loyalty. Loyalty is not about punch cards. Blog Customer Experience Featured Domino''s ING Direct linkedin loyalty Warby Parker

{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

The post {Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy appeared first on Joseph Michelli.

How Costly Is It to Not Engage Customers? 

360Connext

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. The post How Costly Is It to Not Engage Customers?

Customer Satisfaction, Loyalty and Engagement

MaritzCX

And a key factor in achieving that goal is improving customer satisfaction, loyalty and engagement. What You Need to Know to Take Your Customer Relationships to the Next Level. Maintaining a steady customer base is crucial to growing a business. But the question is: Where do you start

5 Epic Employee Engagement Issues You Never Noticed

360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

5 Ways One-on-One Customer Communication Builds Loyalty

360Connext

To ensure such loyalty, companies must form healthy […]. The post 5 Ways One-on-One Customer Communication Builds Loyalty appeared first on Customer Experience Consulting. Consumers have power.

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

5 Tips For Engaging Sales In Your Customer Loyalty Program

MaritzCX

I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies.

5 Tips For Engaging Sales In Your Customer Loyalty Program

MaritzCX

I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies.

Customer Satisfaction, Loyalty and Engagement

MaritzCX

And a key factor in achieving that goal is improving customer satisfaction, loyalty and engagement. What You Need to Know to Take Your Customer Relationships to the Next Level. Maintaining a steady customer base is crucial to growing a business. But the question is: Where do you start? General

Customer Satisfaction, Loyalty and Engagement

MaritzCX

And a key factor in achieving that goal is improving customer satisfaction, loyalty and engagement. What You Need to Know to Take Your Customer Relationships to the Next Level. Maintaining a steady customer base is crucial to growing a business. But the question is: Where do you start

Revolutionary Thinking On Customer Loyalty

Beyond Philosophy

It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. Understanding how memories form is important to fostering customer loyalty and retention. The memory your experience creates inspires customer loyalty.

Wired Together: Building Customer Loyalty And Word of Mouth

360Connext

How can we increase loyalty? 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.

How Do You Define Loyalty in YOUR Organization?

360Connext

Loyalty is often the holy grail of customer experience. But how do you define loyalty among your customers? The post How Do You Define Loyalty in YOUR Organization? Blog Customer Engagement Customer Experience Featured customer service linkedin loyalty

3 Ways to Secure Customer Satisfaction and Loyalty With Accountability

360Connext

” If it works to ignore loyalty, people will continue to do that. 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.

How to Engage Millennials at Work {Infographic}

Michelli Experience

5 Ways Everyone Wins with Proactive Social Media Engagement

360Connext

Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Nothing thrills a devoted customer more than being recognized for loyalty.

How to Create a Successful Customer Loyalty Program

Michelli Experience

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received.

5 Ways Startups Can Build Customer Loyalty

Customer Guru

Building customer loyalty is a worthy investment for every startup. They show loyalty towards its several products such as MacBook, iPod, iPhone, and iPad. Giving out loyalty rewards and benefits. Customer reviews go hand in hand with customer loyalty.

3 Customer Feedback Hacks For a Stronger Loyalty Program

AskNicely

How many customer loyalty programs do you belong to? customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year. And research from Capgemini points out that almost 90% of social media comments on loyalty programs are negative.

Are Your Engaged Employees Relentlessly Curious Employees?

One Millimeter Mindset

Engaged employees are not necessarily relentlessly curious employees. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. However, do engaged employees, effectively and impactfully, pay employee experiences forward?

Confronting Your Customer Engagement Strategy Challenges

360Connext

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively.

CX now trumps brand loyalty, suggests a new study

Vision Critical

It has never been more critical to engage directly with consumers to understand the end-to-end customer journey and eliminate pain points in the buying process. In an age when customers expect a lot from brands, CX is starting to trump loyalty. Customer Experience brand loyalty

Study 171

5 Ways to Engage and Understand At-Risk Customers

360Connext

The post 5 Ways to Engage and Understand At-Risk Customers appeared first on Customer Experience Consulting. Customer Engagement Customer Experience Featured customer retention exit strategy feedback loyalty strategy

How to Create A Successful Customer Loyalty Program

Michelli Experience

Loyalty Point Liquidity drives Customer Engagement

Currency Alliance

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. How do we define greater liquidity in loyalty programs?