Lumoa
SEPTEMBER 8, 2020
Measuring customer loyalty these days is a little more complex. According to HubSpot, customer loyalty is “a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful and remarkable experiences they’ve had with that brand.” Why is Customer Loyalty Important?
InMoment XI
MAY 4, 2022
We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.
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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. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. NPS is a key indicator of customer loyalty. You need to take action on the results.
InMoment XI
SEPTEMBER 27, 2023
Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed?
IntouchInsight
APRIL 4, 2024
Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty.
InMoment XI
JANUARY 18, 2022
Using InMoment’s Market Pulse , the team asked strategic questions around three key topics: The future stakeholder journey: Customer and employee expectations for 2022; what are the new drivers of loyalty, retention, and acquisition? Emerging internal and external personas: What will emerging customers and employees look like?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
NPS and Loyalty are the new shiny. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes.
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Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed? Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power?
Speaker: Laura Sikorski, Contact Center Consultant
Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. How do you go beyond reports to measure your customer satisfaction and business profitability? The role of your employees is paramount.
Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter
Benchmarking data to measure successes (and failures). Improving engagement leads to higher loyalty and higher share of wallet. Focus will be centered on the benefits of investing in omnichannel technology to help create customized, consistent, and branded experiences across your institution’s buyer journey.
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