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 […].

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Report Loyalty Study Consumers 220

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 […].

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Report Loyalty Study Consumers 195

GetFeedback

FEBRUARY 2, 2020

5 easy ways you can increase loyalty, boost engagement and optimize your customer experience program. Articles

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Loyalty Customer Experience Engagement Customers 195

GetFeedback

NOVEMBER 19, 2018

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. How the loyalty loop works. Create your loyalty loop with customer feedback.

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Loyalty Customer Experience Net Promoter Score NPS 239

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How To

The DiJulius Group

APRIL 15, 2020

The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group. Service Aptitude State Of Service customers loyalty quarantineNow is the time to take your customer experience to a completely different level.

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Loyalty Customer Experience Groups Customers 92

GetFeedback

MARCH 17, 2020

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

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Metrics Loyalty Measurement Customer Experience 150

GetFeedback

SEPTEMBER 18, 2019

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.

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Loyalty Touchpoint Customer Experience Metrics 214

ShepHyken

APRIL 18, 2018

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?

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Loyalty Programs Loyalty Airlines Video 77

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It is even harder to build consistent loyalty throughout your customer base. What is Brand Loyalty?

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Loyalty Brands Social Media Ecommerce 52

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!

Engagement

GetFeedback

FEBRUARY 17, 2020

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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NPS Measurement Loyalty Net Promoter Score 195

ijgolding

DECEMBER 22, 2014

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.

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Loyalty Hotels Customer Retention Consumers 218

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

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Loyalty Customer Experience Net Promoter Score NPS 252

Lenati

MAY 12, 2020

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. It’s increasingly important that loyalty strategies continue to evolve with customer demand, which means companies looking to re-design or launch a mobile app should keep these guidelines in mind as they incorporate their loyalty programs.

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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

Lenati

JULY 1, 2020

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. Articles Improve Customer Loyalty Strategy and Design Customer Analytics Customer Analytics and Insights Customer Insights Customer Loyalty Loyalty program Loyalty Program Design Loyalty Program ROI

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Loyalty Programs Loyalty Retail Metrics 55

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

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Loyalty Consumers Groups Loyalty Programs 138

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

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Loyalty Study Marketing Customers 351

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Focus on the Next Time: Finally, customer loyalty can eventually be about a lifetime, but to make it more attainable, take it one step at a time.

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Loyalty Customer Service Customer Service Training Tips 132

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.

Customer Experience Management

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.

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Automotive Study Loyalty Customers 260

GetFeedback

FEBRUARY 17, 2020

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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NPS Measurement Loyalty Customers 195

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. In the book “ Researching Customer Satisfaction and Loyalty “, author Paul Szwarc explains that loyalty is often measured with diligent market research surveys and observations. The post Customer Satisfaction Versus Customer Loyalty appeared first on Comm100 Blog.

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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!)? Consider these different points as you search for the things you want in a perfect customer loyalty program. Scanning an app, entering in a phone number, or having to remember an additional “loyalty card” is a recipe for failure.

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Loyalty Programs Loyalty Data Resources 221

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.

Measurement

NICE inContact

JULY 16, 2019

The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty. We’ve narrowed it to 5 key emotions for loyalty: Surprise Familiarity Relief Gratitude Belonging. Emotions that inspire customer loyalty. Call center software to inspire loyalty. The post 5 Key Emotions to Ensure Customer Loyalty appeared first on NICE inContact Blog.

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Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video below.

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Innovation Loyalty Hospitality Chief Customer Officer 179

GetFeedback

FEBRUARY 2, 2020

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.

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Peter Lavers

JANUARY 13, 2020

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

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Loyalty Consumers Report Culture 52

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

Multi-Channel

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. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article

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Automotive Study Loyalty Customers 245

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.

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Automotive Study Loyalty Sales 245

GetFeedback

JANUARY 1, 2020

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

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Metrics NPS Loyalty Customer Experience 195

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. Our research shows that USAA, H-E-B, Publix, and Trader Joe’s are at the top of the list when it comes to consumer loyalty, while Con Edison of NY, Coventry Health Care, Comcast, and Time Warner Cable are at the bottom.

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Report Loyalty Groups Insurance 188

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Customer Journeys

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.

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Loyalty Net Promoter Score Effort Score Employee Engagement 219