Experience Matters

NOVEMBER 15, 2016

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 219

Report Loyalty Consumers Study 219

Experience Matters

NOVEMBER 15, 2016

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 194

Report Loyalty Consumers Study 194

Michelli Experience

OCTOBER 24, 2017

“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?

Loyalty 179

Loyalty Consumers Groups Loyalty Programs 179

QuestionPro Audience

AUGUST 31, 2017

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!)? Customer Experience Customer Loyalty

Loyalty Programs 292

Loyalty Programs Loyalty Data Resources 292

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

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. This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.

Customer Experience

Michelli Experience

APRIL 6, 2017

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

Loyalty 229

Loyalty Net Promoter Score Infographics NPS 229

Kristina Evey

APRIL 14, 2015

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.

Loyalty 328

Loyalty Customer Experience Net Promoter Score NPS 328

IntouchInsight

AUGUST 8, 2018

Learn how to streamline your restaurant operations to improve the customer experience and drive guest loyalty

Loyalty 170

Loyalty Strategy How To Customer Experience 170

MaritzCX

OCTOBER 28, 2015

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.”

Loyalty 455

Loyalty Study Marketing Customers 455

Comm100

OCTOBER 30, 2015

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.

Customer Satisfaction 281

Customer Satisfaction Loyalty Customer Experience Customers 281

Beyond Philosophy

MAY 10, 2017

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.”

Loyalty 143

Loyalty Loyalty Programs Airlines Rewards Programs 143

MaritzCX

MAY 2, 2016

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

Automotive 317

Automotive Study Loyalty Customers 317

Kayako

AUGUST 21, 2018

Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Offer a Worthwhile Loyalty Program. A worthwhile loyalty program encourages customers to spend more with your brand.

Customer Retention 151

Customer Retention Loyalty Strategy Competitive Advantage 151

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S.

Report 244

Report Loyalty Groups Measurement 244

Kayako

FEBRUARY 14, 2018

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.

Loyalty Programs 173

Loyalty Programs Loyalty Brands Software 173

C3Centricity

JANUARY 19, 2015

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?

Loyalty 334

Loyalty Brands Customer Experience Advertising 334

360Connext

SEPTEMBER 25, 2014

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

Loyalty 283

Loyalty Banking Social Media Consulting 283

GetFeedback

SEPTEMBER 14, 2018

According to a study organized by the Harvard Business Review : “Loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be. From this study, we can conclude: Entertaining customers doesn’t build loyalty when it comes to handling customer service issues; reducing customer effort , or the work required of them to resolve their issue, does. Customers churn for a lot of different reasons.

Effort Score 163

Effort Score Loyalty Net Promoter Score Touchpoint 163

Andrew Mcfarland

JUNE 9, 2015

Many companies want to improve customer loyalty but they ask the wrong questions. Instead of seeking ways to improve customer loyalty, start by improving company loyalty. Customer Loyalty Abraham Lincoln Alignment Loyalty

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Loyalty Company Customers 105

MaritzCX

MAY 2, 2016

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

Automotive 260

Automotive Study Loyalty Customers 260

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening.

Measurement 213

Measurement Loyalty NPS Net Promoter Score 213

Who's Your Gladys?

MAY 15, 2018

Ready to get off the emotional roller coaster and get even better at creating strong customer loyalty […]. The post Create Strong Customer Loyalty with “Color Their World” appeared first on Who's Your Gladys? customer loyalty Marilyn Suttle #colortheirworld

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Loyalty Customers 130

Michelli Experience

APRIL 5, 2017

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.

Loyalty 219

Loyalty Net Promoter Score Effort Score Employee Engagement 219

Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

B2B 138

B2B NPS Report Net Promoter Score 138

Beyond Philosophy

OCTOBER 17, 2016

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.

Loyalty 171

Loyalty Training Policies Consulting 171

MaritzCX

MAY 2, 2016

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.

Automotive 244

Automotive Study Loyalty Sales 244

AskNicely

AUGUST 22, 2018

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.

Loyalty Programs 150

Loyalty Programs Feedback Loyalty Net Promoter Score 150

360Connext

JANUARY 12, 2015

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.

Loyalty 300

Loyalty Hotels Hospitality Advertising 300

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

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Loyalty Analysis Consumers Study 148

Jacada

APRIL 18, 2017

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

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Interaction Loyalty Customer Experience Customers 130

Lenati

OCTOBER 16, 2018

Building Loyalty With Privacy In Mind. When building a loyalty program, it is more important than ever to include considerations around privacy and data security right from the start. The post How to Solve Loyalty Pain Points appeared first on Lenati.

Loyalty 52

Loyalty Loyalty Programs Data omnichannel 52

Beyond Philosophy

MARCH 30, 2018

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

Loyalty 90

Loyalty Customers 90

Kate Nasser

OCTOBER 4, 2016

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.

Loyalty 112

Loyalty Customer Experience Contact Center Call Center 112

360Connext

FEBRUARY 2, 2015

” 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.

Loyalty 276

Loyalty Customer Satisfaction Net Promoter Score NPS 276

Wired and Dangerous

OCTOBER 3, 2016

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.

Loyalty 236

Loyalty Customer Service Customer relationships Conference 236

Amity

SEPTEMBER 18, 2018

When it comes to content marketing, the most important goal is facilitating interactions that create loyalty. Keep reading to find out how to create and promote customer loyalty through content marketing. Authenticity attracts loyalty.

Loyalty 89

Loyalty Marketing Customer Experience Transportation 89

Experience Matters

DECEMBER 4, 2015

We recently published the Temkin Loyalty Index (TLi), which examines five areas of loyalty for 293 companies. For most companies, their CX is fairly predictive of their loyalty. Why is it that some companies have a much higher or lower loyalty than their CX would suggest?

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Loyalty Consumers ROI Company 210

MaritzCX

NOVEMBER 4, 2014

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.”

Loyalty 260

Loyalty Study Marketing Automotive 260

MaritzCX

NOVEMBER 4, 2014

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.”

Loyalty 260

Loyalty Study Marketing Customers 260

MaritzCX

NOVEMBER 4, 2014

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.”

Loyalty 260

Loyalty Study Marketing Customers 260

Vision Critical

AUGUST 18, 2017

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 173

Study Brands Loyalty Touchpoint 173

Michelli Experience

APRIL 6, 2017

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

Loyalty 130

Loyalty Net Promoter Score Infographics NPS 130

Customer Guru

JUNE 12, 2018

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.

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Loyalty Customer Experience Social Media Connections 105