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?

{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

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.”

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

levels of loyalty. CX Innovation: Rising to the Challenge of Techno-Consumerism Through.

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

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 This is a result of confusion between loyalty and advocacy. Here’s another example of how loyalty doesn’t result in referrals. So how do you turn loyalty into advocacy, irrespective of the business? a “likely to recommend question” predicts loyalty and future spend.

The Money Value of Loyalty

MaritzCX

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by MaritzCX “showed them the money.”

Customer Loyalty Depends on the Word “WHY”

Kristina Evey

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? Customer loyalty good customer service Understand WHY Customers Remain Loyal to Your Company.

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.

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.

Customer Satisfaction Versus Customer Loyalty

Comm100

Building loyalty in your customers should be your ultimate goal every time you make a sale or connect with a potential buyer. Measuring Loyalty and Satisfaction. The post Customer Satisfaction Versus Customer Loyalty appeared first on Comm100 Blog.

Personalizing customer interactions builds loyalty

Jacada

If you are able to treat customers as individuals by personalizing their experiences, they will reward your dedication with loyalty of their own. Read More. Jacada Blog

Customer Experience: Loyalty Through Narcissism?

Kate Nasser

Involve them & win their loyalty. The post Customer Experience: Loyalty Through Narcissism? Super customer experience is achieved when you think from the customer perspective not from yours. 4 ways to win big. appeared first on KateNasser.com.

What Really Is Customer Loyalty?

Beyond Philosophy

Why do organizations get confused between inertia and customer loyalty? The post What Really Is Customer Loyalty? Every business wants loyal customers, but what does it really mean? How can you truly gain loyal customers? appeared first on. Podcast

CX now trumps brand loyalty, suggests a new study

Vision Critical

In an age when customers expect a lot from brands, CX is starting to trump loyalty. Customer Experience brand loyaltyEven your most loyal customers will not tolerate mediocre experiences.

Study 177

National Customer Service Week Blog: Twenty Five Ways to Show Your Loyalty to Your Customers

Wired and Dangerous

Nurturing the bounty of customer loyalty requires more than proper cultivation and seeding. Below are twenty-five ways to show your loyalty to your customers. Greetings, Welcome to this special blog marking National Customer Service Week – October 3 – 7.

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.

The $ Value of Loyalty

MaritzCX

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by Maritz “showed them the money.”

The $ Value of Loyalty

MaritzCX

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by Maritz “showed them the money.”

The $ Value of Loyalty

MaritzCX

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by Maritz “showed them the money.”

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 Customers’ Loyalty?

What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good Service?

MaritzCX

Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so.

{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.

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.

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

How Emotions Drive Customer Loyalty (Infographic)

Provide Support

Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. Infographics customer experience customer loyalty customer satisfaction customer service experience infographic

Customer Satisfaction Drives Loyalty

Middlesex Consulting

This figure shows the impact of Customer Experience (CX) on loyalty: When discussing loyalty, the Temkin Group looks at four outcomes of being loyal; Likely to Repurchase, Recommend, Trust, and Forgive. Customer Experience loyalty surveys trust

How Customer Onboarding Can Help Improve Loyalty

Joe Rawlinson

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty.

The Money Value of Loyalty

MaritzCX

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by MaritzCX “showed them the money.”

The Money Value of Loyalty

MaritzCX

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by MaritzCX “showed them the money.”

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

It takes more than quality products and services to gain customer loyalty. The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys? It’s the “customer experience” that makes or breaks client ties.

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

Your Other Showroom, the Service Center (the loyalty loop)!

MaritzCX

Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP!

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

Vision Critical

A new report backs this up: “ For Love or Money 2017: Customer Loyalty – The Marketers’ Point of View ” found marketers plan to focus on customer loyalty in the next few months because it takes precedence over acquiring new customers. What is loyalty, really?

Jeans, Babies, and Loyalty

MaritzCX

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries.

Jeans, Babies, and Loyalty

MaritzCX

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries.

Measuring Loyalty ROI

SuiteCX

Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. American companies are spending over $52 Billion 1 in loyalty points and rewards. Is your program performing?

ROI 100

Measuring Loyalty ROI

SuiteCX

Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. American companies are spending over $52 Billion 1 in loyalty points and rewards. Is your program performing?

ROI 100

Revealed: How To Make Loyalty Easy

Beyond Philosophy

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8