Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. Experts believe that in 2018, marketing leaders will be dealing with disruption and adapting emerging technologies that are starting to mature beyond their initial hype. .” Ad spend shakes up.

2018 0

2018 Marketing Multi-Channel Advertising 0

QuestionPro Audience

JANUARY 3, 2018

Experts are predicting 2018 to be the year mobile technology officially takes over travel. A good mobile app adds to the customer experience, and creates brand loyalty. Airlines are looking to extend the customer experience in 2018. And it looks like in 2018, consumers will be getting what they want—mobile.

Travel 117

Travel 2018 Airlines Books 117

CloudCherry

OCTOBER 25, 2018

At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul). The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Now, Pizza Hut tracks three big drivers of the customer experience.

CEM 170

CEM 2018 ROI Metrics 170

Experience Investigators by 360Connext

OCTOBER 17, 2018

It means creating a real relationship that improves their loyalty and increases their positive feelings. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Loyalty is not granted generationally based on what brands our parents used. Culture is so much more than a buzzword!

Leadership 283

Leadership Culture Customer Centricity 2019 283

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. 30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Matters

AUGUST 21, 2018

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies.

ROI 100

ROI 2018 Net Promoter Score Customer Experience 100

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. The faster a customer complaint is resolved, the better loyalty you will gain.

2018 105

2018 Blog Customer Service B2B 105

CloudCherry

DECEMBER 1, 2018

At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul). The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry. Now, Pizza Hut tracks three big drivers of the customer experience.

CEM 150

CEM 2018 ROI Metrics 150

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Talk to your board.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Michel Falcon Experience

JANUARY 16, 2018

It’s up to those individuals to commit to building operational improvement plans to ensure that strategies and processes are being built within the company to increase customer loyalty. Go out, survey your customers, take the feedback, and build operational improvement plans to secure customer loyalty. Thank you for watching.

2018 128

2018 Customer Experience Social Media Multi-Channel 128

Oracle

FEBRUARY 13, 2019

From the continued growth of ecommerce to the rise of experiential retail , 2018 saw a number of changes within the retail industry. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. Customer loyalty trend #1: Loyalty programs will reward for customer advocacy.

2019 95

2019 Loyalty Loyalty Programs Retail 95

GetFeedback

MAY 5, 2019

Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. No matter whether you base your loyalty program on discounts, exclusive vouchers, gifts, or another type of privileges, your customers will appreciate it. Loyalty plans based on various incentives.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. . Mike Wittenstein.

2018 111

2018 Omnichannel 2017 Customer Centricity 111

Experience Investigators by 360Connext

OCTOBER 17, 2018

It means creating a real relationship that improves their loyalty and increases their positive feelings. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Loyalty is not granted generationally based on what brands our parents used. Culture is so much more than a buzzword!

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

AUGUST 23, 2018

“Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. October 9-12, 2018 | Austin, TX. Customer Empathy Means Going Beyond the Obvious. Positive emotions are great.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Beyond Philosophy

APRIL 4, 2019

We also explained how the two concepts are crucial to creating brand and customer loyalty. That said, Volvo didn’t make the Insurance Institute for Highway Safety’s Top Safety Pick honor for 2018. Memory is a crucial factor for a brand, and brand loyalty, for that matter. Which Came First The Chicken or The Brand?

Loyalty 130

Loyalty Brands Insurance Call Center 130

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Answering Questions about User/Customer Loyalty. Use Data and Analytics to Answer Important Questions about Customer Loyalty.

Loyalty 93

Loyalty 2018 Travel Insights 93

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Creating trust is paramount to creating customer loyalty. It doesn’t matter what type of business you are in, trust creates loyalty. Reviewing 2018 – our top 10 blog posts from the year.

Loyalty 109

Loyalty 2019 Customers 2018 109

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Excellent customer experiences grow customer loyalty. Personalization will help drive a customer’s respect and loyalty. That’s a wrap on customer service trends 2018.

Customer Centricity 101

Customer Centricity 2018 Customer Service Customers 101

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty. Follow on Twitter: @Hyken.

Net Promoter Score 94

Net Promoter Score Article 2018 Customer Service 94

ShepHyken

DECEMBER 24, 2018

Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. The post 5 Top Customer Service Articles for the Week of December 24, 2018 appeared first on Shep Hyken.

E Commerce 94

E Commerce 2018 Article Customer Service 94

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “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).

2013 244

2013 2011 2012 2010 244

ShepHyken

OCTOBER 15, 2018

My Comment: Delivering a consistent and predictable customer experience builds customer confidence, which can lead to trust and potentially customer loyalty. The 2018 Customer Service Study from ThinkJar highlights strategy, budgeting, stakeholders, and the current top-trends: digital transformation, AI, IoT, and data-based decision making.

2018 92

2018 Article Customer Service Automotive 92

Customer Bliss

DECEMBER 20, 2018

A lot of companies institute loyalty programs, and though there’s nothing inherently wrong with them, Dan goes on to explain how injecting spontaneity in lieu of the loyalty card system becomes less of an expectation or entitlement and more of a nice treat for the customer. POWER MOMENTS CAN INCLUDE SPONTANEITY.

2018 147

2018 Customer Experience 2005 Chief Customer Officer 147

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. What do these companies do to earn such loyalty? I like that stat!

Article 86

Article 2018 Customer Service Loyalty 86

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance.

2018 84

2018 Customer Service Multi-Channel Document 84

CX Accelerator

JANUARY 10, 2018

Happy 2018, folks! Follow these techniques to ensure 2018 is a year of positive change for your department! Take for example the goal of “enhancing our self-service channel quality and usage in 2018.” Are you doing anything innovative to equip your customer service team for success in 2018? Share it in the comments below!

Customer Service 159

Customer Service 2018 Books Customers 159

ShepHyken

MAY 28, 2018

ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. My Comment: Loyalty programs can be powerful. by Sue Duris.

2018 78

2018 Article Customer Service Loyalty Programs 78

Oracle

FEBRUARY 26, 2018

Now, in 2018, the excitement that surrounded big data has worn off. What will define 2018 are those tools and technologies that look beyond big data and start to develop much more fluid, qualitative, and ultimately human insights into how and why people shop. appeared first on SmarterCX.

2018 90

2018 E Commerce Fashion Retail 90

SurveySparrow

JUNE 19, 2020

By prioritizing on employee loyalty. And how do you improve employee loyalty? 9 Simple Ways to Improve Employee Loyalty. Employee Loyalty is no trivial affair. Here are 9 insanely simple ways to manage and improve employee loyalty. So, how can you do this? Let us show you how. Provide Flexibility to Your Employees.

Loyalty 96

Loyalty Engagement 2018 Feedback 96

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? Customer loyalty is a set of behaviors and attitudes that a customer exhibits that demonstrate loyalty to a product, service, or brand, such as repeat purchases or choosing the brand over a competitor. Satisfactory is a rating and loyalty is an emotion.

Article 81

Article 2018 Customer Service Loyalty Programs 81

Bob Hayes

DECEMBER 20, 2018

All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, artificial intelligence and machine learning tools and methods that are commonly used and even a post on the problems with the Net Promoter Score claims.

Net Promoter Score 81

Net Promoter Score 2018 Blog 2017 81

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Christopher Moloney (@Moloknee) September 2, 2018. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. Great company!

2020 372

2020 Airlines Social Media Hotels 372