InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. What is A Customer Experience Improvement Program? A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty?

Article 88

Article 2024 Customer Service Magazine 88

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). Travel Trends 2024. ( [link] ).

Hotels 195

Hotels Guest Experience Travel 2023 195

delighted

OCTOBER 3, 2024

For one, social media levels the playing field for brands big and small, allowing them to reach new customers and markets, interact with brand advocates and fans, and share new product launches in real time. Loyalty programs level up with personalization Loyalty programs themselves aren’t a new trend in the world of ecommerce.

Retail 93

Retail 2024 2028 Social Media 93

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

2024 73

2024 Article Customer Service Contact Center 73

ShepHyken

JUNE 17, 2024

Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector. They want to interact with brands, to be ‘part of the tribe and part of the team’. Customers want to create an emotional connection with a business.

2024 88

2024 Article Magazine Customer Service 88

CSM Magazine

MARCH 28, 2025

As the need for efficiency, data transparency, and secure interactions continues to rise, Solanas service architecture offers plausible options for modern service industries. According to Electric Capitals 2024 developer report, Solana is in the top three for active developers.

Customer Service 52

Customer Service E Commerce 2025 2024 52

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. My Comment: Here is an excellent and robust article on loyalty programs.

Article 85

Article 2024 Hotels Customer Service 85

ShepHyken

AUGUST 11, 2024

Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success. The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty.

Article 88

Article Customer Service Loyalty Programs 2024 88

ShepHyken

JUNE 30, 2024

CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.”

2024 85

2024 Article Customer Service Retail 85

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. It’s the interactions customers have with employees – all employees. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

2024 67

2024 Article Customer Service Net Promoter Score 67

ShepHyken

OCTOBER 6, 2024

My Comment: We kick off this week’s Top Five roundup with an article on customer loyalty. I’ve preached that there is no customer loyalty without some level of emotional connection. Transactions must become interactions that are part of a bigger and longer relationship. Brand Loyalty Is Lagging.

Article 82

Article Customer Service 2024 Loyalty Programs 82

Optimove

AUGUST 20, 2024

The report includes a dozen recommendations for sportsbook operators for the 2024-2025 NFL season. – 84% of bettors plan to bet on games in the 2024-2025 season, compared to 70% last year. This underscores the need for sportsbooks to optimize their engagement and loyalty programs. Download the report.

2025 59

2025 2024 2023 Download 59

Optimove

NOVEMBER 26, 2024

In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. However, customers today interact with brands across multiple channels, including SMS, in-app messaging, social media, and direct mail.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. The article covers the various brands which have joined the Scene+ loyalty coalition.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Retently

JANUARY 25, 2023

What’s more, Google announced it will stop using third-party cookies in Chrome by the end of 2023, to then postpone it to 2024. Launch loyalty programs For 78% of US consumers , a good loyalty program encourages them to buy more, while 72% are more likely to recommend brands to others. The post iOS 14.5:

Loyalty Programs 31

Loyalty Programs Advertising Loyalty Social Media 31

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

ShepHyken

JULY 15, 2024

Customer love will significantly improve customer interactions and satisfaction. My Comment: Let’s start this week’s Round-Up with a very short article (one-minute read) that includes a list of things people say that kill customer loyalty. Instead, teach your people to focus on empathy. My Comment: I’ve written about this for years.

Article 85

Article Customer Service 2024 Return on Investment 85

Retently

AUGUST 12, 2024

This provides a broader view of customer sentiment across all interactions with the brand, not just individual products. This segmentation allows ecommerce businesses to tailor their marketing strategies, loyalty programs, and customer service efforts to different segments.

NPS 79

NPS Retail 2024 Net Promoter Score 79

SurveySparrow

FEBRUARY 22, 2024

It can be through surveys, reviews, or direct support interactions. For example, you could automate emails to welcome new customers, thank them for their purchases, or re-engage with those who haven’t interacted with the brand recently. Eventually, it can foster loyalty and encourage repeat business. Which should you take?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. Here are the 7 trends in customer service of 2024 that are shaping the future of customer service. However, as we venture into 2024, it’s evident that AI isn’t here to replace humans but to work alongside them.

2024 52

2024 Customer Service E Commerce E-support 52

ShepHyken

DECEMBER 3, 2023

Regarding service and CX, he’s one of the best, and this short article will give you a few insights into his thinking about moving from another “flavor of the month” to a program that lasts and makes change. The author prompted the chatbot with a question about personalization versus real-time interaction management.

Article 65

Article Customer Service 2023 Loyalty Programs 65

Optimove

DECEMBER 28, 2023

To ensure your customers keep coming back, make a pledge to follow these marketing resolutions in 2024. At the same time, marketers need sophisticated data analytics to execute personalized, relevant messaging at the speed of a consumer’s interaction with the brand.

Marketing 69

Marketing 2024 Social Media Download 69

ShepHyken

OCTOBER 1, 2023

In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year? There is nothing wrong with that! is an excellent way to do so.

Article 71

Article Customer Service 2023 Contact Center 71

BirdEye

APRIL 1, 2025

As per Forrester 2024 reports , over two-thirds of US online adults use ratings and reviews to evaluate purchases, and over half check them for travel and dining experiences. Emotional loyalty, built through proactive review engagement, is often more powerful than loyalty programs or discounts.

Hotels 52

Hotels 2025 Books Management 52

SurveySensum

DECEMBER 4, 2024

You might be thinking of sharing NPS surveys with customers soon after they have interactions with the bank. Would you recommend a bank after a couple of interactions with it? You should launch a survey after customers interact with the bank or have made a transaction. This type of NPS survey is called Transactional NPS.

Banking 52

Banking NPS Financial Net Promoter Score 52

BirdEye

DECEMBER 8, 2023

7 online carpet cleaning marketing ideas Apart from using digital marketing tools, here are seven carpet cleaning marketing ideas you can implement in 2024: 1. Leverage social media platforms Social media management builds brand awareness and customer loyalty. Drives revenue growth efficiently. Optimize your website for local search 2.

Marketing 59

Marketing Social Media Advertising B2B 59

SurveySparrow

APRIL 24, 2024

In 2024, success has become synonymous with reputation. Brand Advocacy Relies on a broader range of brand advocacy strategies, including influencer marketing, customer loyalty programs, or community forums. While things are going well overall, you just got some negative reviews, and these have hurt your ratings on Google Maps.

Management 52

Management Social Media Feedback Brands 52

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. Remember, consistency and quality in your online interactions reflect the strength and values of your brand.

Social Media 52

Social Media Advertising Feedback Multi-Channel 52

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. billion by 2024. They are conducting surveys, offering benefits, loyalty programs, and health benefits to ensure employees are satisfied with their company.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Retently

MAY 9, 2024

Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets. Ten years past, in 2024, an estimated $ 856 billion is at risk for US businesses. Every call, email, or chat is a chance to improve.

Customer Retention 120

Customer Retention B2B Customers Loyalty Programs 120

Optimove

NOVEMBER 25, 2024

Hyper-Personalization with AI and Machine Learning Recent surveys (Download Optimove ’s Insights 2024 Holiday Shopping Report) show that 88% of consumers expect retailers to provide personalized recommendations. Marketing Execution Acceleration 2024 saw the rise of Generative AI, impacting everything from message creation to data analysis.

2025 108

2025 Technology Marketing Omnichannel 108