Maz Iqbal

JANUARY 29, 2015

Back in 2011 I asked this question: Customer Experience: What About The ‘Product’? Brand Customer Experience Customer Loyalty Product Development Apple customer experience customer experience management product'

Loyalty 85

Loyalty 2011 Customer Experience Customer Experience Management 85

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Beyond Philosophy

DECEMBER 19, 2016

In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation. Good deeds build value & loyalty. These companies understand that businesses can use good deeds to build value and customer loyalty. Revolutionary Thinking on Customer Loyalty.

Sales 141

Sales Banking 2011 2012 141

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession.

Customer Experience Professionals 158

Customer Experience Professionals CEM Customer Experience 2011 158

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

2011 141

2011 2016 Banking Financial 141

Beyond Philosophy

OCTOBER 6, 2015

Even worse, according to the BBC, a German newspaper reported that they were told by one of their engineers at a part supplier in 2011 that this emissions test was a problem. It is essential to building Customer loyalty. Target and Snapchat: The Power of Customer Loyalty. VW isn’t the first company to break their promises.

2011 162

2011 Banking Consulting Government 162

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This was 10 percentage points higher as compared to a similar survey conducted in 2011. Shep Hyken.

Blog 88

Blog Loyalty 2011 2013 88

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center!

Contact Center 206

Contact Center 2011 B2C Metrics 206

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She didn’t disappoint. About Catherine. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation.

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Bliss

MAY 3, 2017

His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller, selling more than half a million copies worldwide. In addition to his management responsibilities at CEB, Matt is a noted business writer. Matt holds a Ph.D.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Beyond Philosophy

JULY 9, 2015

My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. This percentage represented an increase of 10% over the previous three years (45% global average in 2011). My angle is typically about Customer Experience.

Brands 109

Brands Net Promoter Score 2011 2014 109

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Experience Matters

DECEMBER 6, 2017

Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

2017 91

2017 Metrics 2011 Customer Experience 91

Customer Bliss

APRIL 26, 2016

The team ensures that customer-facing employees are empowered and equipped with the tools, training, processes, and support they need to consistently deliver an outstanding customer experience — creating loyalty and driving growth in the process.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Beyond Philosophy

JULY 23, 2019

User Privacy concerns came to a head in 2011, when the Federal Trade Commission (FTC) accused them of not upholding their privacy policy of sharing private information publicly. Facebook has a series of scandals over the years, going all the way back to 2007. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Culture 90

Culture Social Media 2007 2011 90

Thematic

MARCH 26, 2025

Customer loyalty is no longer guaranteed—it’s earned through continuous improvement. They also build stronger relationships and lasting loyalty. When businesses acknowledge and act on customer insights, they reinforce engagement and long-term loyalty. Why does the customer feedback loop matter?

Feedback 62

Feedback Social Media Customers E-support 62

Beyond Philosophy

NOVEMBER 4, 2014

29 July 2011. “The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. 19 August 2014. < < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 19 August 2014. < < [link].

CEM 113

CEM 2014 2011 2010 113

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? Not just any water…A very special water – the kind you find in a bottle. bottled water is truly a phenomenon of our time.

2011 92

2011 2006 2015 2016 92

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media.

Social Media 115

Social Media Customer Service Brands 2011 115

Service Untitled

FEBRUARY 6, 2013

If all goes well during a purchase or service, chances are the tweets, emails, and text message applications so readily available have helped to engage our customers with loyalty programs, discounts, rewards, and product information. How to improve customer service in the digital world Wachovia turned into Wells Fargo in March 2011.

Customer Service 83

Customer Service 2005 2011 Social Media 83

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Personalized customer experiences drive up customer loyalty. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Reality: Customers are generally treated like numbers.

Customer Experience 105

Customer Experience Advertising Customer Expectations 2011 105

Totango

JANUARY 22, 2018

Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. He is currently working with Hire, a new app that brings the power of Google to recruiting. The easy-to-use recruiting application helps small to medium businesses with their hiring needs.

2018 79

2018 Customer Success 2011 Lifetime Customer 79

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. In other words: Customer loyalty goes out the window when the service and experience is poor. “They’re too demanding; always have something negative to say and they look for discounts”. Click To Tweet.

2011 92

2011 Measurement Customer Centricity Customers 92

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. If you’re a senior leader who is struggling to raise customer loyalty and boost your company’s bottom line, it’s never too late to turn things around.

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

ShepHyken

MARCH 21, 2017

Easy to do business with has now become a greater predictor of customer loyalty than customer satisfaction. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women. Top Takeaways: If you are in a service industry, competence is the price of entry.

Workshop 81

Workshop 2011 2012 Leadership 81

Inbenta

AUGUST 11, 2022

Inbenta’s Neuro-Symbolic AI and Natural Language Processing technology automates customer interactions, improves customer satisfaction and brand loyalty and offers a far superior user experience. In a fully digital world, human and emotional connections have become essential to growing customer bases and increasing brand loyalty.

2011 64

2011 2022 Travel Loyalty 64

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

C3Centricity

SEPTEMBER 3, 2018

Therefore strong loyalty is a valuable benefit for a brand. That’s how you deliver satisfaction, build loyalty and create raving fans. A positive customer experience always increases loyalty and advocacy. This post is an update of one that was first published on C3Centricity in 2011. The post What Customers Want Today.

Customer Centricity 96

Customer Centricity Customer Satisfaction Social Media 2011 96

Service Untitled

OCTOBER 9, 2012

The high level of service a company provides makes the difference when it comes to customer retention and customer loyalty. Appreciation: Remember to offer “thank-you” after every sale and remember to show appreciation to customers by loyalty programs and special discounts. The conversion.

Customer Service 72

Customer Service 2011 Hotels Loyalty Programs 72

delighted

MAY 20, 2022

Startups face numerous challenges that are pivotal to success or failure: customer loyalty, employee engagement, product/market fit, and more. Elston also founded Yobongo, which was acquired in 2011, and was the former Vice President of Products for Justin.tv. Prior to starting Delighted, he led the team that created Mosaic.

2022 93

2022 Customer Experience Net Promoter Score 2011 93

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. I love repeat business. The next step is loyal repeat business. They not only come back, they promote and defend you.

2024 86

2024 Article Customer Service Government 86

ProProfs Chat

JULY 19, 2019

Building brand loyalty is the biggest challenge faced by businesses in the digital age. For 96% of customers, customer service is important for brand loyalty. In other words, the key to cultivating loyalty among customers is to provide incredible customer experience. More switching power. More influence over other customers.

Customer Experience 93

Customer Experience Omnichannel 2017 Poor Customer Service 93

ReviewTrackers

JUNE 12, 2018

Farmhouse Chicago, a restaurant that’s been serving some of the best Midwestern fare in Chicago’s River North neighborhood since 2011, uses local and sustainable ingredients. Responses will build loyalty and inspire customer trust. The restaurant even uses their own rooftop garden as one of their local food sources.

2011 91

2011 Customer Expectations Loyalty Brands 91

Kristina Evey

NOVEMBER 13, 2014

– American Express, 2011. I’ve done the work for you and outlined exactly how to improve the service your staff delivers to drive your customer loyalty numbers and profits higher than ever before. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. – McKinsey.

Customer Service 63

Customer Service 2011 Poor Customer Service Customer Service Training 63

Service Untitled

JANUARY 13, 2012

Stabucks UK has a lot of unhappy customers today after the company decided to change the terms of their loyalty program. Now it seems that Facebook is buzzing with caffeinated complaints because of the changes as consumers post everything from their disappointments to threats of shredding their loyalty cards.

Loyalty Programs 51

Loyalty Programs 2011 Rewards Programs Customer Service Representative 51