Customer loyalty survey questions

GetFeedback

20 essential customer loyalty survey questions and surveying best practices. Guides

How to measure Customer Loyalty?

Zonka Feedback

Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand.

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The Loyalty Question 2.0

ShepHyken

If you have been following my work, you may remember something I refer to as The Loyalty Question. Most people think customer loyalty is about a lifetime. As you ask yourself the loyalty question, think about the next time every time. So, The Loyalty Question 2.0

The Top 4 Customer Loyalty Metrics

GetFeedback

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

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!

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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Measuring Customer Loyalty: 5 Ways to Track It

Totango

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. What Is Customer Loyalty?

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 195

What’s the Customer Loyalty Loop?

GetFeedback

Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop. Unlike the classic funnel that reflects a time when consumers were less connected to businesses and to each other, the loyalty loop acknowledges the impact that technology and social media have had on most consumers. How the loyalty loop works. Measure customer loyalty with NPS.

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

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? . From the title of this article, it shouldn’t be a spoiler if I tell you now that we decided effortless experience is not all that matters when it comes to cultivating customer loyalty. . Rather, customer loyalty depends on how easy you make it for your customers to do business with you.

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

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.

Measure Customer Loyalty With NPS in Salesforce

GetFeedback

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty. The post Measure Customer Loyalty With NPS in Salesforce appeared first on GetFeedback Blog.

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Measure Customer Loyalty With NPS in Salesforce

GetFeedback

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

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Live panel recap: Loyalty analytics

Lenati

The metrics that matter in the customer journey How do you quantify emotional loyalty? I recently moderated a live panel of PK loyalty and analytics experts to answer that question. […]. The post Live panel recap: Loyalty analytics appeared first on PK.

Truth Loyalty Webinar with Peter Lavers

Peter Lavers

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led?

Why Virtual Retailers Must Master Messaging Right Now

Consumers may want contactless and convenient shopping experiences, but they value immediate, receptive service more. Successful retailers use messaging and chatbots to respond to and interact with customers in real-time to maintain loyalty and trust.

Loyalty in digital banking: A generational approach

Lenati

The post Loyalty in digital banking: A generational approach appeared first on PK. Articles Banking, Financial Services, and Insurance Improve Customer Loyalty Strategy and Design Brand Loyalty Customer Loyalty Loyalty

5 Efficient Ways to Boost Customer Loyalty

GetFeedback

Customer loyalty is at its most basic definition when customers are likely to continue to do business with you. Different companies measure their customer loyalty differently, but an easy way to do it is by looking at a customer’s purchases over their lifetime. There are different ways to earn customer loyalty, so here we’ll explore 5 key ways you can increase loyalty. The same goes for customer loyalty and its importance. Start a customer loyalty program.

How to Use Customer Loyalty Metrics: NPS, CES & CSAT

GetFeedback

This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates. Guides

Webinar recap: Loyalty on-demand

Lenati

Achieving consumer loyalty on-demand was difficult even before the pandemic hit, but now many brands need to get creative about how they retain customers. The post Webinar recap: Loyalty on-demand appeared first on PK. Articles Improve Customer Loyalty Strategy and Design Brand Loyalty consumer loyalty Customer Loyalty Strategy Loyalty Streaming

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Report: Temkin Loyalty Index, 2017

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new offerings.

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The top five ways to build retail customer loyalty with Salesforce

PK Global

Building retail customer loyalty is no small feat. The post The top five ways to build retail customer loyalty with Salesforce appeared first on PK.

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. Its loyalty-building aspects don’t end there, though.

Loyalty and Retention Are Not Synonyms

SurveyGizmo

Loyalty and retention are not the same, but they are definitely related. If loyalty and retention are not the same, how they are inextricably connected? Customer loyalty is about the emotional relationship a customer has with a brand.

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.

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!!! The lovely Mrs Golding is in desperate need of a new purse this year (I hope you are reading this Santa) due to the excessive bulging being caused by cards from loyalty schemes. For a while now I have pondered over the genuine success of loyalty schemes. Joining loyalty schemes and then redeeming the benefits is not always that simple.

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. This is commonly known as Net Promoter Score, or NPS.

Four drivers of bank loyalty that foster emotional connection

Lenati

“Emotional connection” has been the basis of bank loyalty for generations. The post Four drivers of bank loyalty that foster emotional connection appeared first on PK.

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. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program. Is one type of loyalty program better than the other?

Who’s Your Customer? How Understanding Your Customer Improves Brand Experience and Loyalty

Speaker: Hope Neiman, Chief Marketing Officer of Tillster

With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers. Join Hope Neiman, Chief Marketing Officer of Tillster, to learn how restaurants can create customized and seamless brand experiences that consumers desire.

PK named among preferred Salesforce loyalty partners

Lenati

As customers have increasingly gone digital during the COVID-19 pandemic, loyalty has gained prominence as a powerful strategy to increase stickiness, grow revenue, and deepen relationships with customers. Loyalty stands […].

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.” While all businesses would likely agree they want customers to leave happy, it can be challenging. View Article

Are Your Customer Experiences Driving Customer Loyalty?

Doing CX Right

CMS Wire features Stacy Sherman about how to achieve customer loyalty and ongoing satisfaction to achieve retention & revenue goals. The post Are Your Customer Experiences Driving Customer Loyalty? Retention & Loyalty CMS Wire Customer Experience loyalty

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? The Erosion of Loyalty. Shelagh identifies three factors that have contributed to the loyalty fracture: The disruption of traditional categories. Never Assume Loyalty.

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.

Mine your data before you change your loyalty program

Lenati

Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. The post Mine your data before you change your loyalty program appeared first on PK.