Think Customers

OCTOBER 20, 2020

How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Customer loyalty vs. brand loyalty: what’s the difference? Customer loyalty relates to customers who transact with a business on a frequent and ongoing basis, largely for financial reasons.

Loyalty 52

Loyalty Brands How To Contact Center 52

Alida

JUNE 30, 2017

At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. Here are three of our biggest takeaways from the two-day conference in Marina del Rey, California.

Automotive 138

Automotive Industry How To Customer relationships 138

ShepHyken

OCTOBER 12, 2020

Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. The author includes five customer loyalty strategies, the first one being empathy. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. Here are my top five picks from last week. That’s what caught my eye.

Customer Service 78

Customer Service Loyalty Airlines Meeting 78

Integrity Solutions

JULY 13, 2020

The fact the quota achievement rates are a continual challenge underscores the fact that organizations need to rethink the kind of support they’re providing to their sales teams. Companies that invest in building a customer-centric sales and coaching culture have much higher rates of employee engagement, loyalty and productivity.

Sales 104

Sales How To Competitive Advantage Training 104

SurveySparrow

AUGUST 30, 2023

Honestly, these books serve as your road map if you are dedicated to providing remarkable customer experiences and encouraging customer loyalty. In this third edition, get ready to unlock the secrets of transforming those seemingly pesky complaints into powerful tools for customer loyalty. This is for those novices lurking out there.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

West Monroe

APRIL 9, 2024

West Monroe’s perspective While banks must focus not only on buying deposits through higher-priced deposit rates or brokered deposit but also proactively diversifying revenue streams, credit unions should take a refreshed 360-degree view of the landscape.

Self Service 52

Self Service Trends Banking Financial 52

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Rethink your culture Your culture is built on shared purpose, values, beliefs, attitudes, standards and behaviour. In other words, how do you escape a parity trap?

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

SurveySparrow

OCTOBER 19, 2021

EXD encompasses solutions that positively impact an employee’s emotional reaction and thus, their behavior and loyalty. Employee experience design begins when organizations understand experiences from an employee perspective. Rethinking centricity. Why EX Design matters. Understand.

Customer Journeys 52

Customer Journeys Touchpoint Employee Experience Government 52

ProProfs Chat

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Quadient

OCTOBER 1, 2021

The future of customer experience is brands and enterprises being able to deliver empathy at scale to their customers - being able to put yourself into the customers place and see their perspective. Spend on loyalty and retention marketing will increase by 30% as these CMOs assert control over the full customer lifecycle in 2021.

Trends 52

Trends Customer Journeys Customer Experience eBook 52

Innovative CX

MAY 5, 2022

I’m finding the same is true when it comes to how some organizations recruit perspective employees. To ensure lasting loyalty, we want to know our customers, value the business they provide and help them when they need us. Are you easy to do business with from an employee’s perspective? Some organizations are slow to change.

Culture 59

Culture Social Media Policies Communication 59

ClientSuccess

JUNE 19, 2019

Around 89% of companies view customer experience as a key factor in driving customer loyalty and retention. Coming back to the main point, here are 6 strategies that you can embrace to offer value to customers and enjoy their undivided loyalty and prolonged attention in today’s fleeting consumer age. Shocker, right?

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Hero Digital

OCTOBER 10, 2018

Data-first priorities help brands rethink the possibilities of industry practices. From the customer perspective, DTC products are risky. And when a company delivers on that expectation, customers reward them with brand loyalty, word-of-mouth evangelism and incredible retention rates.

Retail 40

Retail Consumers Brands Comparison 40

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. Quality versus Quantity. Of course, AHT still has a role to play.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Pink Guava

APRIL 26, 2020

Maybe you need a rethink on what is the minimum viable cash and operations you need. Assessing the current situation not only will support your viewpoint but also perspectives from your customers, vendors, stakeholders can support you to validate your decisions. What are your customer behaviors that are changing for you in your sector?

Social Media 84

Social Media Financial Innovation Employee Engagement 84

Russel Lolacher

OCTOBER 22, 2019

You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. Any company looking to actually build a relationship with its customers has to consider it from their perspective.

B2C 61

B2C Management Social Media Training 61

ERDM

NOVEMBER 10, 2020

These tough times have forced marketers to think much more seriously about gaining a deep understanding of the voice of the customer, improving the total customer experience, and, based on those insights, rethinking their value proposition. This view will create even more of a connection between us and our customers, and more loyalty.

Industry 52

Industry B2B Net Promoter Score e-support 52

ShepHyken

NOVEMBER 29, 2022

“Think about things from the customer’s perspective. Rethink your processes with the customer’s experience in mind.” “The loyalty gap is the space between what makes your customers buy your product and the experience that makes them want to come back and do business with you again.”

Chief Customer Officer 12

Chief Customer Officer Airlines Hotels Loyalty 12

West Monroe

JULY 26, 2022

Given the acceleration to digital, banks need to rethink what is truly optional from a functionality perspective. There are inherent features akin to fraud alerts that banks should no longer wait for their customers to request. Treasury management.

Banking 59

Banking Customer Experience Financial Effort Score 59

Maz Iqbal

OCTOBER 14, 2014

Just about everyone I come across business is looking for the answer, the recipe, the formula for turning the ordinary into extraordinary, base metal to gold; Nobody has or makes the time to linger, to think and rethink, to grapple with, experiment, and finally arrive at a home made ‘solution’ to any serious challenge.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

West Monroe

JULY 27, 2022

Given the acceleration to digital, banks need to rethink what is truly optional from a functionality perspective. There are inherent features akin to fraud alerts that banks should no longer wait for their customers to request. Treasury management.

Banking 52

Banking Customer Experience Financial Effort Score 52

Kustomer

JANUARY 20, 2022

Creating Loyalty that Lasts. Creating customer loyalty starts with an impression that sticks. “I So he’s joining us today to talk about this idea of loyalty enhancing strategies described in his book: From Impressed to Obsessed: 12 Principles for Turning Customers and Employees Into Lifelong Fans. Tune in to learn more!

How To 143

How To ROI Study Customers 143

Chattermill

MAY 12, 2019

The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. We like this one because Pennington challenges readers to rethink the traditional customer experience and serves as a positive conversation piece that gets the ball rolling. Steve Jobs by Walter Isaacson.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Lumoa

OCTOBER 31, 2018

Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Organizations will have to rethink how work gets done. How to overcome those challenges? Talk to your board. Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

customer sure

NOVEMBER 11, 2014

Ellovi told us how they inspire customer loyalty. What convinced us to rethink the blog. Instead of consistently writing our own opinions and expertise, we began talking to other business owners, writing informative content based on their perspective. These are two very different types of posts to what we produced before.

Strategy 91

Strategy Resources Feedback Metrics 91

Kustomer

DECEMBER 2, 2021

For Dan, this is where Marketing and CX go hand in hand to win the customer’s loyalty. So, in the beginning, the customers’ attention is hooked by marketing efforts and then their loyalty is kept through CX efforts. Lasting Loyalty Follows Authenticity. So I need to rethink some of my strategies.

Marketing 98

Marketing Social Media Customer Experience Brands 98

NetBase

JANUARY 8, 2020

It even requires rethinking marketing as a brand entirely. If consumers like you, feel that you genuinely like – and care about – them (beyond the money they spend on your products), you’ve won a big part of the loyalty game. This will help you identify potential loyalty issues and opportunities. Admiration and loyalty?

Consumers 13

Consumers Connections Brands Loyalty 13

ERDM

JANUARY 22, 2019

The research findings indicate that a brand’s ability to earn customer’s business and loyalty over the long term depends on how it treats customers at seven critical points in their life cycle. It is critical to rethink this point in the life cycle and move from a focus on ‘closing’ a sale to using this phase to open a relationship.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

The research findings indicate that a brand’s ability to earn customer’s business and loyalty over the long term depends on how it treats customers at seven critical points in their life cycle. It is critical to rethink this point in the life cycle and move from a focus on ‘closing’ a sale to using this phase to open a relationship.

Customer Experience 49

Customer Experience Video Sales ROI 49

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Kustomer

NOVEMBER 25, 2021

When agents are equipped with the right CRM and other data structuring tools they will be able to drive more success and loyalty. So, it’s not even that delighting customers doesn’t lead to loyalty. So, your company is spending all this money and all this energy filling this goodwill bucket of loyalty, right?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty? There is an out and out need to rethink what brand loyalty really means.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Kustomer

JANUARY 21, 2021

With the masses flocking to online business, especially in times of COVID-19, those involved with customer service and business-to-business companies have had to completely rethink the customer experience. Give us kind of the why and the what of this? Steve Walker: (05:42).

B2B 95

B2B Company B2C Customer Centricity 95

Kustomer

MARCH 12, 2020

The original concept of delighting customers stemmed from the theory it would create more loyalty and increase the amount of money a consumer would spend. If the current strategies used to delight customers are flawed, what strategies work to create customer loyalty? That does provide a different perspective.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

SmartKarrot

OCTOBER 31, 2022

The best way to do this is by using a dedicated tool, such as our AI solution, Rethink. Sentiment analysis is a way of understanding the customer’s perspective on products and services. You can use it to understand customer satisfaction and loyalty and identify pain points and opportunities for improvement.

Omni-Channel 10

Omni-Channel Customer Success Management Analysis 10

Kustomer

DECEMBER 9, 2021

A Fresh Perspective on CX. It’s time for a new perspective in the CX industry, one which focuses on customer happiness and agent happiness. When agents are happier in their jobs, this leads to higher NPS scores and overall customer satisfaction and loyalty. Tune in to the full podcast to learn more!

Airlines 98

Airlines Policies Hospitality Effort Score 98

Kustomer

OCTOBER 29, 2020

Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. Enterprise Account Executive Manager at Kustomer, Matt Freedman , knows how to build a company from the ground up and understands what it takes to produce successful customer experiences all while building brand loyalty.

Self Service 52

Self Service Brands Omni-Channel Loyalty 52