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

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. The average score this year, 59%, represents a six percentage-point increase over last year and is the highest score achieved since the ratings’ inception in 2012. This product has a report (.pdf) pdf) and a dataset (excel).

2015 113

2015 Net Promoter Score 2014 2012 113

Heart of the Customer

SEPTEMBER 11, 2014

A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. By building loyalty, companies with a great customer experience grow organically, through keeping customers and selling more to them. The CX Laggards lost 2.5% over 7 years.

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Your agents need to know what’s going on and feel empowered to make decisions that drive subscriber loyalty. Let’s dive right in. Let’s explore. Engaging Your Frontline Agents.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

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

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

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

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Optimove

NOVEMBER 18, 2024

With a focus on long-term customer loyalty, Optimove’s AI-driven tools help marketers personalize at scale, measure customer lifetime value (CLV), and automate campaigns. Optimove looks beyond conversions and short-term revenue goals to measure customer lifetime value (CLV) as a proxy for loyalty.

2024 59

2024 E Commerce Marketing E-support 59

Customer Bliss

MAY 3, 2017

He’s been published numerous times in the Harvard Business Review­­ with articles such as “ Kick-Ass Customer Service ” (January-February 2017), “ Dismantling the Sales Machine ” (November 2013), “ The End of Solution Sales ” (July-August 2012) and “ Stop Trying to Delight Your Customers ” (July-August 2010).

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Optimove

OCTOBER 15, 2024

An AI system might prioritize short-term gains over long-term customer relationships, undermining loyalty. Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with  OptiBot , starting in 2016.

Innovation 52

Innovation Marketing 2012 Download 52

Beyond Philosophy

MARCH 22, 2017

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. With that type of market coverage, McDonald’s could have an easier time deliver the goods for delivery.

2012 127

2012 Books Entertainment 2017 127

Currency Alliance

MAY 9, 2019

Enter: loyalty marketing. This article describes why a Loyalty Strategy will become the only long-term, sustainable point of differentiation in the mobility portal wars, because sufficient capital will find innovative growth companies and legacy players will eventually learn how to become more agile.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SurveySensum

JULY 9, 2024

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. Starbucks Points Can Be Used In Other Stores Starbucks has expanded its loyalty program beyond its own stores.

NPS 52

NPS Loyalty Loyalty Programs 2016 52

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

Ian Williams

MAY 13, 2016

Finally, the impact of being open and honest about their pricing relative to the competition generated loyalty from certain parts of their customer base. Since they launched Best Deal for You in September 2012, all the ‘major six’ players in the UK have lost market share to the smaller independent providers.

2012 91

2012 2014 Customers NPS 91

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

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CX University

MAY 16, 2023

A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect. A positive customer experience is critical for businesses to succeed, and studies have shown that it can lead to higher revenue and customer loyalty.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. this year, almost reaching the level from our initial study in 2012. Download report for $695.

2015 89

2015 NPS Net Promoter Score B2B 89

Beyond Philosophy

MARCH 19, 2015

However, when this organization, and others in the employee engagement research, training and consultation space, makes claims that engagement, in and of itself, contributes to customer value and loyalty behavior, two important questions need to be asked. Those question are: 1) Really? correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

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

Optimove

AUGUST 7, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016. For more insights on Optimove’s A)-Orchestrated Gamification Request a Demo.

Sports 69

Sports Multi-Channel 2012 Download 69

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. If the chasm grows between expectation and experience, then loyalty will diminish just as rapidly.

2001 89

2001 2021 Financial 2022 89

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

TechSee

MARCH 7, 2019

By buddying up with a human agent to make his job easier and more satisfying, the VEA will drive agent loyalty, streamline onboarding, improve daily productivity and help the agent provide better overall customer experience. Artificial Intelligence-powered contact center tools.

Contact Center 104

Contact Center 2012 Innovation Loyalty 104

OpinionLab

MARCH 8, 2016

A personalized response from the company was an indication to my mother that “the brand” was listening…she expected it and it increased her loyalty. As it turns out, this adaptation to the “lifestyles of consumers” actually could be summed up in one word: “empowerment”. She would then expect a response.

Consumers 96

Consumers 2008 2012 Banking 96

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

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

Kustomer

FEBRUARY 25, 2022

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. If you can efficiently respond to customers on a consistent basis, they’ll award your business with their loyalty. Tellingly, they want that customer experience to be consistent too.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

transcosmos Information Systems

APRIL 24, 2018

The photo-sharing platform continues to evolve since Facebook acquired it in 2012. It’s a way to thank your customers for their loyalty to your business. The world of mobile apps is getting more and more exciting by the day. Take Instagram, for example. IG Story is one of the fruits of that labor.

Customer Experience 89

Customer Experience 2012 Events Customers 89

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

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. How would a more professionally inclusive culture, reflecting the voices of all employment tiers, attract and retain more employees and clients? What you do next is in your hands.

2012 89

2012 2021 Leadership Culture 89

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. Here are seven ideas I came up with to include in your word-of-mouth marketing: . #1

Marketing 115

Marketing NPS Net Promoter Score Brands 115

Kustomer

DECEMBER 21, 2021

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. If you can respond to customers in an efficient manner on a consistent basis, they’ll award your business with their loyalty. Evaluates Customer Engagements.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95