GetFeedback

JANUARY 13, 2021

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

Loyalty 227

Loyalty Survey Customers 227

ShepHyken

NOVEMBER 18, 2020

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

Loyalty 89

Loyalty Customer Service Training Tips Interaction 89

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 220

Report Loyalty Study Consumers 220

Lenati

JANUARY 12, 2021

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 […].

Loyalty 63

Loyalty Strategy Consumers Retail 63

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How To

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 195

Report Loyalty Study Consumers 195

Lenati

DECEMBER 16, 2020

The PK Integrated Loyalty Solutions team was recently included in Forrester’s Now Tech: Loyalty Marketing, Q4 2020 report. Our recognition as a mid-size loyalty service vendor with global reach and […].

Loyalty 52

Loyalty Marketing Report Strategy 52

Forrester Jay McBain

DECEMBER 18, 2020

Age of the Customer Consumer Energy Index customer loyalty Customer Segmentation EuropeIn our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe.

Loyalty 67

Loyalty B2C Report Consumers 67

MyCustomer

NOVEMBER 13, 2020

Loyalty How has coronavirus impacted customer loyalty

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Loyalty Customers 83

Lenati

JANUARY 4, 2021

The post Why streaming bundled services drive customer loyalty appeared first on PK. Articles Improve Customer Loyalty Strategy and Design Telecom and MediaIn streaming, giving consumers a reason to stick around is critical to remaining relevant.

Loyalty 52

Loyalty Consumers Customers Strategy 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

Experience Matters

OCTOBER 24, 2017

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.

Report 129

Report Loyalty Study Consumers 129

eglobalis

NOVEMBER 7, 2020

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Loyalty 79

Loyalty Customer relationships Customers Customer Experience 79

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. 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.

Loyalty 197

Loyalty Customer Experience Net Promoter Score NPS 197

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 221

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

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.

Loyalty 218

Loyalty Hotels Consumers Customer Retention 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.

Loyalty 252

Loyalty Customer Experience Net Promoter Score NPS 252

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?

Loyalty Programs 76

Loyalty Programs Loyalty Airlines Video 76

Zonka Feedback

JANUARY 14, 2021

Customer Loyalty plays a great role in the growth of any business. In order to stand strong in a competitive market, it is important to have a base of loyal customers. Loyal customers are one of the most crucial asset of your business.

Loyalty 56

Loyalty Marketing Customers Customer Experience 56

Advertiser: TTEC

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.

Retail

Lenati

NOVEMBER 23, 2020

The post Loyalty space today: Q&A with Forrester’s Emily Collins appeared first on PK. Articles Digital Improve Customer Loyalty Strategy and Design Brand Loyalty Customer Loyalty Loyalty

Loyalty 52

Loyalty Engagement Brands Strategy 52

GetFeedback

MARCH 17, 2020

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

Metrics 150

Metrics Loyalty Measurement Customer Experience 150

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

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.

Loyalty 138

Loyalty Consumers Groups Loyalty Programs 138

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

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.

Customer Satisfaction 216

Customer Satisfaction Loyalty Customer Experience Advertising 216

GetFeedback

FEBRUARY 2, 2020

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

Loyalty 150

Loyalty Customer Experience Engagement Customers 150

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.

Loyalty Programs 223

Loyalty Programs Loyalty Data Resources 223

Lenati

NOVEMBER 9, 2020

Retail brands develop loyalty programs to get customers to do more of something. The post Patient loyalty: What healthcare can learn from retail appeared first on PK. Articles Healthcare Improve Customer Loyalty Strategy and Design Healthcare Marketing Loyalty

Healthcare 60

Healthcare Loyalty Loyalty Programs Retail 60

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

Lenati

DECEMBER 2, 2020

The post Building loyalty into the streaming experience appeared first on PK. Articles Customer experience Improve Customer Loyalty Strategy and Design Telecom and MediaThe days of struggling to find quality streaming content are a thing of the past.

Loyalty 52

Loyalty Technology Customer Experience Strategy 52

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

Automotive 245

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.

Automotive 245

Automotive Study Loyalty Sales 245

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 Customer Connectedness 188

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

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.

Loyalty 146

Loyalty Social Media Contact Center omnichannel 146