ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. It just may not need to be your main objective.

2016 125

2016 Article Customer Service Travel 125

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

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg. The rise of experiential retailing.

Retail 167

Retail Apparel E Commerce 2016 167

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. In 2016, we expect this consumer behavior to push more companies to break apart their offerings into bite-sized pieces.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. Social media ROI, loyalty and the customer experience by Chris Teso. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. TeleTech) Memorable.

2016 112

2016 Article Social Media Customer Service 112

ShepHyken

SEPTEMBER 26, 2016

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience”, according to American Express. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Does Good Customer Service Matter for the Price Sensitive Customer?

2016 123

2016 Article Customer Journey Mapping Customer Service 123

ShepHyken

DECEMBER 19, 2016

Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company. 67% of consumers used a company’s social media site for servicing, compared to 33% for social marketing. How text marketing can help court and maintain customer loyalty by Alexa Lemzy. Follow on Twitter: @Hyken.

2016 96

2016 Article Social Media Customer Service 96

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry. And consumers notice that.

NPS 117

NPS Net Promoter Score Loyalty Omnichannel 117

Experience Matters

AUGUST 22, 2016

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. Because it drives loyalty. We tapped into our recent consumer benchmark study to […]. To help organizations better understand customer emotions, we created the Intensify Emotion Movement.

Loyalty 83

Loyalty Connections 2016 Consumers 83

Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group.

Interaction 96

Interaction Loyalty 2016 2017 96

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016. Follow on Twitter: @Hyken.

2016 83

2016 Article Customer Service Customer Retention 83

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Employee Empowerment: Where to Start.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. There were 5,000 consumers interviewed throughout the world. New Temkin Group Research Shows Connection Between Net Promoter Score Metric And Loyalty by Temkin Group. The information is fascinating. Follow on Twitter: @Hyken.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. The post 5 Top Customer Service Articles For the Week of August 1, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources.

2016 83

2016 Article Social Media Customer Service 83

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. How customers feel about a brand affects their loyalty to it. Psychologically speaking, it becomes part of the brand and interferes with customer loyalty. How we feel affects how we behave.

2014 167

2014 Books 2016 Loyalty 167

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. 8 September 2016. Now the question becomes what should Wells Fargo do next? Follow Colin Shaw on Twitter @ColinShaw_CX. Money.cnn.com.

2011 141

2011 Banking 2016 Financial 141

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. We’re only human, after all.

2010 160

2010 Social Media 2016 2013 160

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. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

Net Promoter Score 59

Net Promoter Score 2016 NPS Metrics 59

Win the Customer

NOVEMBER 14, 2016

In the UK, more and more consumers are refusing to accept poor quality customer service. According to a January 2016 report from the Ombudsman Service, 82% of consumers said they wouldn’t put up with poor service without taking action. Let your customers rave. Takeaway: Want to grow your business without breaking the bank?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Alida

JANUARY 18, 2017

Improving the experience, starting the moment when a consumer decides to buy a car, is key. In a typical household, it’s usually the second biggest expense after housing, with the total cost of ownership for a new 2016-17 model averaging over $10,000 per year, according to Vincentric. Why the car buying experience is broken.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

2016 59

2016 Customer Service 2017 Contact Center 59

Alida

JANUARY 13, 2017

According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. . Consumers have a multitude of ways to engage with a company.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Tricia Morris

OCTOBER 9, 2015

Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

QuestionPro Audience

AUGUST 3, 2018

It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room. In the age of the internet, where consumers have more options than ever, how are they making their purchasing decisions when car shopping? million vehicles sold.

2018 79

2018 Consumers Insights 2017 79

ShepHyken

JULY 19, 2022

Companies identify customers who demonstrate brand loyalty, knowledge, and skills to help other customers. ” “Tapping into your most loyal consumers to enhance customer experience builds trust and creates a connection of empathy.” They are invited to join the platform and be a part of the GigCX program.

2016 133

2016 Contact Center Brands Customer Service 133

ShepHyken

JULY 18, 2016

Customer Loyalty: Obligation or Happy Marriage? Customers and consumers are turning to their smart phones for many things other than using it as a phone. The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken. My Comment: Want to smile today? Then read this article.

2016 69

2016 Article Social Media Customer Service 69

Second to None

APRIL 3, 2018

Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty. Additionally, millennials spend 10.6%

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! This latter element is central to brands like The Container Store and to Intuit’s TurboTax, because both help consumers deal with complexities in their world. Follow on Twitter: @Hyken .

2016 69

2016 Article Customer Service Social Media 69

Tricia Morris

JUNE 4, 2015

In watching the coverage of the 2016 U.S. A May 28 Quinnipiac national poll asked a sampling of American voters their current opinion about each announced 2016 presidential candidate using the following questions, filling in the blank with each candidate’s name: . • Doesn’t sugar coat anything or sweep problems under the rug.”.

Brands 94

Brands Customer Service Net Promoter Score 2016 94

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals. In the UKCSI 31.6% of those between 35-44 and 32.1%

Consumers 49

Consumers Brands 2016 Social Media 49

Joe Rawlinson

JULY 10, 2019

According to Forbes, companies have lost $75 billion in 2018 owing to poor customer service, and this number has risen by $13 billion since 2016. Globally, 54% of all consumers say they have higher customer service expectations than they did just one year ago. As time passes, more and more organizations adopt such techniques.

Customer Service 130

Customer Service Social Media Customer Journey Mapping Poor Customer Service 130

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Even today, Amazon is actually boasting amazing customer loyalty, at least according to Forbes ; however, the company isn’t quite ready to share exact customer numbers. Moreover, this was a 6% increase from 2015.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Multi-Channel 2008 2016 50