InMoment XI

AUGUST 3, 2023

This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty. By staying ahead of the curve, companies can create a seamless and satisfying customer journey, resulting in increased customer satisfaction and loyalty.

Analytics 488

Analytics Customer Insights Data Social Media 488

Integrity Solutions

APRIL 19, 2024

It provides competitive differentiation, nurtures customer relationships, helps them feel seen and heard , and ultimately leads to increased customer loyalty and repeat business. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 93

Sales Loyalty Communication Contact Center 93

InMoment XI

AUGUST 30, 2022

Satisfied customers spread the word, satisfaction is a great indicator of retention, loyalty, and customer lifetime value. To learn more about customer satisfaction surveys and the best way to utilize them, download our free white paper here! Having high satisfaction rates is important to your brand for many reasons.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

InMoment XI

OCTOBER 12, 2022

That fundamental, holistic understanding fuels unforgettable experiences that build loyalty while also creating additional revenue! Click here to read our full-length white paper on why your brand needs both VoC and market research. So be bold in your strategy and use both VoC and market research.

Voice of Customer 295

Voice of Customer Marketing Social Media Feedback 295

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. The Customer Loyalty Wheel ™. The following is how we look at customer satisfaction, loyalty and creating and Raving Fans. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. Spend some time diving into this white paper, and you’ll appreciate the extra effort you might make to find the perfect partner to help you succeed. It’s a video.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. These projects were across a wide variety of industries.

B2C 179

B2C B2B Customer Satisfaction Industry 179

InMoment XI

OCTOBER 7, 2021

customer retention and customer loyalty) can take months or years to show effects. If you’d like to learn more about how you can set CX goals and develop a comprehensive CX strategy, check out this white paper! Some measures (e.g., The Science and Art. Enjoy the goal setting exercise!

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

Kayako

MAY 13, 2022

A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. White papers. Let’s look at the elements of a self-service portal. Blog posts.

Self Service 275

Self Service Knowledge Base e-support Policies 275

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. White Papers. Loyalty Programs.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Customers That Stick

SEPTEMBER 18, 2014

Here’s a look at how to target Millennials effectively through loyalty programs. A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Learn more about building customer loyalty in this ebook. It’s no surprise that customer success and loyalty go hand-in-hand.

Customer Success 80

Customer Success eBook Loyalty Conference 80

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

CSM Magazine

SEPTEMBER 15, 2021

Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Among the other significant findings from the report, the quantified impact of the pandemic on retail loyalty suggests that customers are now less loyal than before the pandemic.

Retail 52

Retail Report Banking Tips 52

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper.

Survey 260

Survey Customer Experience Fashion Groups 260

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Bob Hayes

SEPTEMBER 18, 2017

Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. Analytics Primarily Used to Improve Loyalty and Reduce Costs. The top three areas in which companies use analytics include improving customer loyalty, reducing enterprise costs and improving resource allocation (see Figure 1).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

CSM Magazine

JULY 27, 2022

The state of brand loyalty in the UK. According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. Using customer experience to increase loyalty. So how can you ensure a continuous journey that increases loyalty?

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. For more insights from the webinar, you can watch it on demand here.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

SaleMove

JULY 9, 2021

While there are significant challenges in providing direct-to-customer sales processes, there is a tremendous opportunity for insurance carriers to accelerate the sales cycle, build loyalty and grow market share. Request Glia’s white paper to learn how you can Supercharge P&C Insurance Sales with the Digital Experience.

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. The post Leveraging the Power of CRM to Create Extended Loyalty for Your Bank appeared first on The Blend: A West Monroe Partners Blog.

Banking 40

Banking CRM Loyalty Customer Centricity 40

Vonage

OCTOBER 2, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy. However, it works both ways.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Your marketing team will have access to the same information about them, and if you can build trust and loyalty with your existing customers, you can limit the damage a competitor could cause. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy. However, it works both ways.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Calabrio

JUNE 13, 2017

Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Since self-service, customer loyalty is no longer defined by the reception of a quick answer to a simple question. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Since self-service, customer loyalty is no longer defined by the reception of a quick answer to a simple question. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Since self-service, customer loyalty is no longer defined by the reception of a quick answer to a simple question. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward.

Self Service 100

Self Service Contact Center Call Center Training 100

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Talkdesk

DECEMBER 10, 2020

Delaying the modernization of your call center can impact various aspects of your brand, including revenue, customer loyalty and retention and more. A holistic CX approach with consistent and widespread efforts across the organization is the best way to digitally revolutionize your contact center and transport your business into the future.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Talkdesk

DECEMBER 1, 2020

If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line. More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. This means identifying customers by their usage loyalty (i.e. Next, banks need to understand who their customers are.

Banking 52

Banking Retail Financial CRM 52

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. Not out of your top-line metrics, at least.

Effort Score 93

Effort Score NPS ROI Case Study 93

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Here’s some new research on the ties between good CX and revenue growth. Good customer experience can get you there. Once again, these benefits were significant where they were seen.

B2B 100

B2B Report Financial Customer Satisfaction 100

Customer Experience Insight

DECEMBER 3, 2020

Try to send emails weekly with valuable content – such as bullet-pointed tips on how to get more life out of your products or value out of your service, a research-based white paper on industry trends or sometimes more informal content like a list of motivational quotes. Meet more people. Connect personally.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Calabrio

JULY 29, 2016

This ultimately leads to increased customer retention and loyalty. The ability to flag and get to the root cause of repeat contacts is an important way of maintaining customer loyalty. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100