Beyond Philosophy

JUNE 9, 2015

In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. It also includes a short list of what to consider when protecting customer loyalty.

Net Promoter Score 81

Net Promoter Score Article 2024 Loyalty Programs 81

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. In addition, the author includes two additional trends.

E Commerce 77

E Commerce Article 2024 Loyalty Programs 77

Forrester's Customer Insights

OCTOBER 25, 2022

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis.

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

Optimove

JULY 12, 2021

Customers have an alternative to almost every brand, and competition is fierce for every industry and vertical out there. That’s why customer engagement must become an essential KPI for every business that cares about loyalty and lifetime value. What Are Some Customer Engagement Strategies? How Do You Measure Customer Engagement?

Customer Engagement 98

Customer Engagement Engagement B2C Workshop 98

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Let’s say you’re a business-to-consumer (B2C) company selling retail products.

Social Media 98

Social Media Brands Entertainment Connections 98

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. Every business needs a loyalty strategy, but not every business needs a loyalty points program.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ShepHyken

SEPTEMBER 10, 2023

They quickly switch from one brand to another if these needs aren’t met. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. How to Make Loyalty a New Business Line for your Brand?

Article 91

Article 2023 2028 Customer Service 91

ChurnZero

MAY 18, 2021

It helps you tell the story of your customer’s experiences with your brand across all touchpoints. Advocacy – The stage where the customer becomes a brand advocate of the brand and begins referring their near and dear ones to the business. . Turn customers into brand advocates. Wrapping it up.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours. Conclusion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Optimove

OCTOBER 5, 2023

Marketing blunders that negatively impact brands include overwhelming customers with excessive messages, leading to marketing fatigue, and conflicting messages and promotions across various channels. 79% of consumers in our 2023 Marketing Fatigue survey said they unsubscribed from retail brands in the past three months.

Marketing 119

Marketing 2023 B2C Consumers 119

ClearAction

MAY 28, 2015

While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. Q: Sounds like there is hope.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

2024 70

2024 Article Customer Service B2B 70

Oracle

MAY 23, 2018

All kinds of brands are looking for ways to reach their end-customers better with beautiful websites and carefully orchestrated shopper journeys. But most brands are only seizing half of the opportunity. Brands are competing for less shelf space. Brands are competing for less shelf space. The bottom line.

Brands 49

Brands Apparel B2B Retail 49

ShepHyken

MAY 4, 2020

At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). Customer Experience is the way!

Article 78

Article 2020 Customer Service Contact Center 78

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer. Janice Cuban.

Brands 54

Brands Customer Experience Social Media 2008 54

BirdEye

NOVEMBER 7, 2023

Building relatability and trust Incorporating appropriate acronyms for texting in business communications can portray your brand as relatable. Maintain your brand’s voice Consider your brand as a person. Just like individuals have their own way of speaking, so does your brand.

Social Media 116

Social Media Communication ROI Sales 116

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Article 52

Article 2020 Loyalty Programs Customer Service 52

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Four Brands Getting Customer Experience Right by Ryan Hollenbeck. And, anytime I can learn from an executive of a world-class brand, I pay attention.

2019 54

2019 Article Customer Service Loyalty Programs 54

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Ask for Customer Feedback.

Customer Engagement 62

Customer Engagement Engagement B2C Customer Journey Mapping 62

CSM Magazine

SEPTEMBER 18, 2018

By building such sponsorship relations with high-profile brands, you’ll be able to achieve two aims at once: engaging mobile users and gaining an extra monetization channel. Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity.

Events 56

Events Loyalty Programs Transportation Sports 56

ClientSuccess

JUNE 19, 2019

Demonstrating the latter with great finesse and building customer loyalty is the e-commerce brand, Modcloth. This brand demonstrates that if you wish to engage with your users on a trusting level, go for the live chat feature. Letting consumers feel understood and most importantly, heard by the brand.

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

SurveySparrow

FEBRUARY 27, 2024

It’s a game-changer in retail, turning customers into loyal fans and, even better, into advocates for your brand. A higher NPS score means excellent customer satisfaction and loyalty, meaning increased customer retention. A high loyalty score would mean that the customers trust your brand. What is NPS in Retail?

NPS 52

NPS Retail 2024 Loyalty Programs 52

Kustomer

JANUARY 11, 2022

Providing high levels of customer support — and that includes 24/7 provision — goes a long way toward enhancing the customer journey and experience, as well as the credibility of your brand. It goes beyond repeatedly buying your products or using your services and can elevate a customer to a brand ambassador. Improved Conversion Rates.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. A few – such as Tarte, a US cosmetics brand – are way ahead of the game.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours. Conclusion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

ProProfs Chat

MAY 6, 2020

One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This calls for service enhancement, to ensure that you leave a substantial impact on your customers that compels them to come back to your brand frequently. Negative Customer Experience Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Strativity

JULY 16, 2020

In the nearly three decades since, our business has steadily marched toward realizing this vision, and our brand identity has evolved along with it. We make a material impact through radical collaboration that ignites growth for the world’s top B2C and B2B brands. It starts at the core of what we do. A Material Impact.

Consulting 52

Consulting B2C Loyalty Programs Social Media 52

SurveySparrow

DECEMBER 17, 2020

The product user experience is also an important element of your overall brand. It puts you under even more pressure because social media can be disastrous for brands when they are outed publicly for their mistakes. People love brands that do not take them for a ride. Brands have truckloads of data about its customers.

2021 52

2021 User Experience Social Media Omnichannel 52

ReviewTrackers

MAY 8, 2017

The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

SurveySparrow

APRIL 17, 2020

B2B buyers have come to demand much more from their buying journeys, and many expect a buyer experience similar to that of B2C customers. In addition to personalization, both B2B and B2C users want quick and simple transactions, which are also secure. Simplify Payments. Collect Customer Feedback Regularly.

B2B 52

B2B B2C Demo Feedback 52

Optimove

APRIL 2, 2020

In the past few weeks, I have had many meetings with clients – b2c/d2c brands from different verticals – who all seem to ponder over the same question: what’s the best way to communicate with your customers in such uncertain and sensitive times? Brand B – prefers not to mention it at all. But, how, exactly?

Communication 52

Communication Entertainment Sports Workshop 52

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. For very large businesses, this happens by leveraging their partnerships with other brands.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40