CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left.

Contact Center 64

Contact Center 2006 2009 Insurance 64

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer Experience Management Improves Brand Value article. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

CSM Magazine

FEBRUARY 7, 2023

We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor. Stay true to your brand values.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Example: Toyota’s response to a major recall in 2009 showcased a well-prepared crisis management plan.

Social Media 59

Social Media Airlines 2009 Sales 59