InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

FEBRUARY 20, 2024

Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,” This is my Loyalty Question , a concept I’ve shared many times over the years. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

SurveySensum

OCTOBER 3, 2023

Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Crafting the survey, she carefully selected questions to capture the essence. ” Armed with her well-crafted survey, Sarah distributed it to customers, and responses flooded in. Let’s find out!

Automotive 52

Automotive Customer Satisfaction Survey Social Media 52

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

SurveySensum

OCTOBER 5, 2023

The survey began with standard questions about her overall experience, from the cleanliness of the showroom to the professionalism of the staff. But as she progressed through the survey, she noticed an open-ended question that asked, → “Is there anything you feel could be improved at Prestige Motors?

Survey 52

Survey Automotive Feedback Customer Satisfaction 52

Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Knowing your retention rate will help you to understand the loyalty of your customers and help you to understand why your customers are staying or leaving. Organize workshops, coaching, and training within the company.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Loyalty Programs. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty. I’m a fan of surveys, but only if they are done correctly.

Self Service 67

Self Service Customer Service Contact Center Loyalty 67

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However, without fail, I always get asked what can be done to improve customer loyalty. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service Loyalty Programs Loyalty Customer Service Training 60

ShepHyken

OCTOBER 29, 2023

Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason. My Comment: I’m a fan of rewards and loyalty programs for a reason. My Comment: True customer loyalty is a gift.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

Customer Service 60

Customer Service B2C B2B Travel 60

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Maybe there are key outcomes you’re looking to achieve, like reduced cart abandonment, increased customer loyalty, or fewer support requests.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Lumoa

JULY 17, 2023

User interface feedback and qualitative surveys Digitizing Customer Experience: A Key Step to Make Your Company Competitive The Connection between Digital Transformation and Customer Experience The term digital transformation refers to integrating digital technology into all aspects of a business. Keeping the human touch 3.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Experience Investigators by 360Connext

JUNE 13, 2023

In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going.

How To 132

How To Video Social Media Training 132

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And the first notification of these gaps are – yup you guessed it – “uncovered” during periodic customer satisfaction, experience and loyalty surveys. Do you have a customer retention scorecard? You know what I am talking about.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

NobelBiz

OCTOBER 24, 2023

It provides a holistic view of the entire customer journey, starting from the initial awareness phase and continuing through to the loyalty phase. Post-interaction surveys to gather insights. Loyalty program enrollment for customer retention. Encouraging post-call surveys to gather feedback.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

ShepHyken

MAY 26, 2024

And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. This is an interesting article about NPS.

Net Promoter Score 75

Net Promoter Score Ecommerce Customer Service B2B 75

ReviewTrackers

MARCH 24, 2021

Therefore, to improve customer retention in banking, organizations must focus on becoming more customer-centric — and delivering experiences that wow, delight, and inspire loyalty. By doing so, you can foster trust-based relationships that help encourage preference and inspire loyalty. Send Out Customer Satisfaction Surveys.

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. It’s a well-known fact that crafting a standout customer experience in retail is central to building customer loyalty and fine-tuning interactions for that magnetic draw. The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

ClearAction

NOVEMBER 3, 2023

Imagine a CX issue that is chronically at the top of every CX report in Service, surveys, churn, and so on. Arrange a half-day workshop with a 6-8 representatives from different business areas to review a sampling of comments for each top theme. Every work group got their own workshop, and they each made 2 action plans.

ROI 62

ROI How To Groups Course 62

Kerry Bodine

OCTOBER 13, 2016

This includes customer survey responses (like NPS ratings), operational data (like the how long it takes your agents to resolve each case), and financial data (like how much of each product or service you sell). Here’s how: Step 1: Home in on interesting questions with quantitative research.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

Kerry Bodine

OCTOBER 13, 2016

This includes customer survey responses (like NPS ratings), operational data (like the how long it takes your agents to resolve each case), and financial data (like how much of each product or service you sell). Here’s how: Step 1: Home in on interesting questions with quantitative research.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

Optimove

JUNE 14, 2021

Then, they use third party data to gather customer surveys or customer care info from support, data enrichment, and more. This makes it much easier to use your data to build better customer loyalty. Watch the mini-workshop below or read the transcript just under it to learn more: The Single Customer View.

CRM 98

CRM Effort Score B2C Ecommerce 98

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. Create a Loyalty Program Creating a loyalty program is a great way to reward your most loyal customers for their continued support of your business.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. they’re everywhere. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Methods include customer feedback surveys , service evaluations , and more.

Metrics 52

Metrics Interaction Brands Survey 52

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. Surveys and Feedback: Leverage tools like SurveySparrow to gather insights directly from your audience. Refine Segments: Continuously update your segments based on survey data.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 80

Customer Service Government Employee Experience Video 80

InteractionMetrics

MAY 16, 2024

What can we learn about how to sustain (or even amplify) our customers’ loyalty? Our methods include workshops, customer service evaluations, and a wide range of surveys. Sometimes, clients come to us saying they only need two-question Net Promoter Surveys, which could be true.

Net Promoter Score 52

Net Promoter Score Customer Experience How To NPS 52

BirdEye

NOVEMBER 29, 2023

Offer incentives and loyalty programs Ashley HomeStore implements a successful loyalty program. This program not only offers exclusive discounts, early access to sales, and rewards for repeat customers but also catalyzes fostering loyalty and boosting customer retention. Share customer stories on your website and review sites.

Trends 57

Trends Tips Tools Marketing 57

Kerry Bodine

NOVEMBER 15, 2017

Part of the reason that we hold workshops with customers is that we’ve found it to be the most time- and cost-effective to (in)validate your internal hypotheses. Here are a few of the common pitfalls we’ve found: Assuming customers won’t want to come to your journey mapping workshop. Customer journey mapping tends to be very expensive.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Lumoa

APRIL 24, 2018

For organizations just starting out with CX, NPS is a good gauge of loyalty. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author. It think NPS has done a great job of elevating the topic of customer loyalty to C-suite conversations. Sue Duris Customer Experience and Digital Marketing Consultant.

System 338

System Effort Score NPS Net Promoter Score 338

Lumoa

FEBRUARY 20, 2018

It's very likely, that you have already answered NPS surveys multiple times yourself. Knowing your retention rate will help you to understand the loyalty of your customers and help you to understand why your customers are staying or leaving. Organise workshops, coaching and training within the company. Why did we choose NPS?

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

ShepHyken

MAY 15, 2023

Authenticity turns into trust, which is essential for repeat business and loyalty. The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu (LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. So yes, it’s time that you start engaging with your employees and boosting their satisfaction and loyalty to the organization.

Metrics 52

Metrics Strategy Employee Engagement Culture 52