Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014.

Brands 266

Brands 2013 2014 Retail 266

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Which publication?

2014 89

2014 Customer Experience 2013 Retail 89

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read' Are you ready to make 2015 even better?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Beyond Philosophy

JUNE 9, 2015

When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall. Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. The post Ryanair: Profits Do Not Equal Loyalty appeared first on.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014. missing-image.png");})(this);'' />. missing-image.png");})(this);'' />.

2013 252

2013 Customer Service E-support 2014 252

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s an ongoing obsession. Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service 2014 Social Media 232

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. Resolution.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : Customer Loyalty is Alive and Well : Can we just stop trying to relabel “customer loyalty” as “customer engagement?” The top 10 B.O.B.

2014 76

2014 Metrics Net Promoter Score Blog 76

Think Customers

JANUARY 5, 2015

Customer Experience Customer Loyalty Customer Service Customer Strategy Marketing Social Media applepay bestcustomerexperiencesof2014 lowesrobots turkishairlines wearabletechnology' According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality.

2014 104

2014 Customer Experience Social Media Loyalty 104

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. The data analysts are just as important as the service designers, and there is room for so many of us in between. I love the way the community is evolving, and I’m awfully proud to be a part of it.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

MARCH 24, 2015

curtis kopf (@ckopf1) March 20, 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. #BABASmallBiz @AskAmex #HeForShe pic.twitter.com/i47KgTEIwy. YWCA Chicago (@YWCAChicago) June 10, 2015. Stay lean if you can.

2015 217

2015 Leadership Innovation 2014 217

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. How customers feel about a brand affects their loyalty to it. billion, either ( maybe ).

2014 167

2014 Books 2016 Loyalty 167

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

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season was all but a distant memory. It''s the first time we''ve benchmarked brands using the next generation CX Index methodology that we announced in June of 2014 (the Sox lost to Seattle that day 8-2, but at least one good thing happened!). customer loyalty.

2015 103

2015 2014 Customer Experience Measurement 103

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Think Customers

OCTOBER 24, 2014

In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperiencechampions customerexperienceprograms forrester' 1to1Media.com/weblog.

Culture 102

Culture Customer Experience 2014 Loyalty 102

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season is all but a distant memory. It''s the first time we''ve benchmarked brands using the next-generation CX Index methodology that we announced in June 2014. customer loyalty. It is now, as they say, a whole new ball game. customer experience measurement.

2015 97

2015 2014 Customer Experience Measurement 97

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. The post Guest Blog: Reasons Why Eco-entrepreneurs Succeed in Winning Customer Loyalty appeared first on Shep Hyken. Shep Hyken.

Blog 86

Blog Loyalty 2011 2013 86

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Our research also shows that the Temkin Experience Ratings are strongly correlated with elements of loyalty, such as repurchasing, Net Promoter Score, innovation success, and forgiveness. This product has a report (.pdf)

2015 113

2015 Net Promoter Score 2012 2014 113

Forrester

JULY 22, 2015

In 2014, Forrester analyzed CX Index data to see which of the three dimensions of CX quality matters most to customer loyalty - effectiveness, ease, or emotion. We found that emotion, how an experience makes the customer feel, has a bigger influence on their loyalty to a brand than either of the other two factors.

2014 111

2014 2015 Loyalty Customers 111

Forrester

NOVEMBER 7, 2014

2014 wasn''t a good year to be average. customer loyalty. CX Customer Experience Customer Experience Customer Experience Index Predictions 2015 Voice of the Customer campaign management citizen experience customer loyalty emotional design social listening' In 2015, the race from good to great CX will hit the gas pedal.

2015 109

2015 2007 2014 Loyalty Programs 109

Think Customers

NOVEMBER 2, 2014

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Marketing Voice of the Customer 20141to1mediacustomerchampions 2014customerchamps customerexperience' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2014 70

2014 2004 Events Loyalty 70

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. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.

Customer Experience 93

Customer Experience 2014 Loyalty Customer Experience Management 93

Alida

MARCH 10, 2016

Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. According to a 2013 study from Accenture , 40 percent of retail industry leaders cite millennials’ lack of loyalty as their number one concern. The empowered customer is more demanding and less loyal. Conclusion.

Sales 172

Sales 2013 2014 Insights 172

Customers That Stick

OCTOBER 23, 2014

Restoring humanity to healthcare: the key to driving loyalty and growth. To learn more about the Compete Through Service Symposium being held November 5 – 7, 2014, including speakers, breakout sessions, featured presentations, and how to attend, click here. Topics include: Tap into the power of purpose, empathy and memories.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. What role does Experience Improvement play here, and how?

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195