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

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

Beyond Philosophy

DECEMBER 19, 2016

Sales soared in 2012. Good deeds build value & loyalty. These companies understand that businesses can use good deeds to build value and customer loyalty. However, to effectively use company values to build customer loyalty, you have to actually mean what you say! Revolutionary Thinking on Customer Loyalty.

Sales 141

Sales Banking 2011 2012 141

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Joe Rawlinson

JUNE 17, 2015

The 2012 Echo Global Customer Service Barometer found that nearly a third of consumers felt that businesses were now less interested in providing quality customer service. Quality customer service translates to long-term sales, but loyalty sales aren’t just about service. Be Attentive.

Sales 120

Sales Customer Service Social Media Call Center 120

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. The intention is to maximize use of all channels and engage customers via multiple touch points.

2017 47

2017 Multi-Channel Loyalty Customer Service 47

Customer Bliss

MAY 3, 2017

We’ve found that the type of environment that motivates and engages Controllers is the exact opposite of what is actually found in most service organizations. This is, by far, the biggest challenge facing service organizations looking to build a more Controller-focused frontline.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Beyond Philosophy

MARCH 22, 2017

Some digital experience experts compare the customer’s mobile device to a remote control used to engage with brands. The truth is, my visits are among the 500 million that didn’t happen since 2012 for McDonald’s. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty.

2012 127

2012 Books Entertainment 2017 127

Joe Rawlinson

JUNE 17, 2015

The 2012 Echo Global Customer Service Barometer found that nearly a third of consumers felt that businesses were now less interested in providing quality customer service. Quality customer service translates to long-term sales, but loyalty sales aren’t just about service. Be Attentive.

Sales 90

Sales Customer Service Social Media Call Center 90

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SurveySensum

JULY 9, 2024

These programs enabled them to establish engaging communication with their customers. Closing the Feedback Loop Back in 2012, Starbucks bought the bakery chain La Boulange for $100 million but unfortunately, that’s when its satisfaction rate fell 3% from the previous year. Their Loyalty Programs. Yes, that’s right.

NPS 52

NPS Loyalty Loyalty Programs 2016 52

Bob Hayes

AUGUST 21, 2017

In fact, a recent survey by retail management firm BRP Consulting found that 45% of retailers are expected to increase the use of artificial intelligence for customer experience in the next three years, and 55% of retailers are focused on optimizing the customer experience to increase customer loyalty. And this trend will likely continue.

Customer Experience 103

Customer Experience 2012 Retail 2020 103

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

OpinionLab

MARCH 8, 2016

If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. Instead, it is now about more effectively listening to engaged consumers. So how do you find out what your customers want?

Consumers 96

Consumers 2008 2012 Banking 96

Optimove

AUGUST 7, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: iGaming and Sports Betting operators can now deliver an unparalleled AI-orchestrated gamification experience, driving higher retention rates and deeper player engagement. This collaboration will enhance player engagement and retention strategies.

Sports 69

Sports Multi-Channel 2012 Download 69

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. The bigger, more dynamic picture: VEAs with visual engagement.

Contact Center 104

Contact Center 2012 Innovation Loyalty 104

Michel Falcon Experience

JANUARY 10, 2016

When I work with a company that is trying to grow their business, I NEVER start with customer acquisition or loyalty strategies. There are three essential ways for any company to increase employee engagement. The idea that employee engagement is determined by financial incentives has long been disproven. Leave a comment below.

Engagement 60

Engagement 2012 Feedback Culture 60

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. Evaluates Customer Engagements.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

Maru Group

FEBRUARY 7, 2022

As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages. However, it is the seamless customer experience that keeps customers engaged long-term, shifting transactions from traditional credit card providers to BNPL ecosystems.

2001 89

2001 2021 Financial 2022 89

transcosmos Information Systems

APRIL 24, 2018

The photo-sharing platform continues to evolve since Facebook acquired it in 2012. With 800 million users around the world, Instagram has been working hard to engage digital consumers with memorable photo and video content. You could explore this feature if your goal is to drive higher rates of engagement among customers.

Customer Experience 89

Customer Experience 2012 Events Customers 89

ShepHyken

MARCH 21, 2017

Easy to do business with has now become a greater predictor of customer loyalty than customer satisfaction. Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. Top Takeaways: If you are in a service industry, competence is the price of entry.

Workshop 81

Workshop 2011 2012 Leadership 81

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. Evaluates Customer Engagements.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95

C3Centricity

OCTOBER 7, 2020

It’s not only the great product or service that generates loyalty but the implicit message that “you matter to us!” Anything you can do to show customers that you value their business, especially when it is unanticipated, will build loyalty. Have a look online and see just how many Facebook pages have almost zero engagement!

Marketing 115

Marketing NPS Net Promoter Score Brands 115

Service Untitled

MARCH 10, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable.

2007 68

2007 2012 Call Center Culture 68

One Millimeter Mindset

JANUARY 7, 2021

My professional mantra since 2012 remains: “Depending on where we sit around the table, we all hear stories differently. Engage me to present a One Millimeter Mindset program! How would a more professionally inclusive culture, reflecting the voices of all employment tiers, attract and retain more employees and clients? Contact me here.

2012 89

2012 2021 Leadership Culture 89

SurveySensum

JULY 14, 2020

Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. Build more engaging campaigns in seconds with Generative AI. And then achieving all that at scale? Seems like a wish from our wildest dreams.

Marketing 83

Marketing Multi-Channel 2012 Customer Journey 83

Think Customers

AUGUST 8, 2016

According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent from the comparable day in 2012) and 11.3 The opening ceremonies this year drew 25.5 million viewers.

2012 56

2012 2016 Blog Customer Engagement 56

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

2012 61

2012 Customer Service Training 2010 Measurement 61

Currency Alliance

OCTOBER 11, 2018

By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Beyond Philosophy

DECEMBER 20, 2017

HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Its impact on customer behavior can be, and has been, proven at the individual company level.

2006 68

2006 2012 Consulting 2017 68

Ecrion

MAY 17, 2019

In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. When you can achieve this, you’ll earn their loyalty alongside their dollars. In turn, more engagement equals more accurate data, which teams can then analyze to glean actionable insights on what works and what doesn’t. The result?

Customer Experience 64

Customer Experience E Commerce E-support 2012 64

Optimove

NOVEMBER 22, 2023

This approach ensures that when brands integrate with Optimove, they embark on a strategic path toward securing lifelong customer loyalty. We were pioneers in seamlessly integrating AI in 2012, enabling accurate predictions of customer migrations between lifecycle stages.

2012 52

2012 2016 Innovation Loyalty 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Michel Falcon Experience

MARCH 12, 2019

I’m going to give you a lot of entertainment and engagement, but a lot of education as well too. But I lasted three semesters, it didn’t make sense to me to pay and then I wasn’t engaged, I wasn’t learning. And the last one, and you have to be truthful, don’t BS me, are you hung over right now?

Culture 12

Culture 2019 Engagement Net Promoter Score 12