BlueOcean

JANUARY 6, 2020

But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. The good news, according to Gartner insight, is that channel switching isn’t actually hurting customer loyalty. Got 15 minutes?

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

Gainsight

DECEMBER 18, 2024

As customers interact with your product, they should also have immediate access to support resources tailored to their specific context. Organizations that provide this type of in-app support create frictionless product experiences that foster loyalty and build trust.

2025 52

2025 Customer Journey Loyalty Customer Satisfaction 52

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

SEPTEMBER 26, 2024

Customers don’t want to call; they want quick and easy solutions. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds. Yet, it’s not just the customer paying the price for this breakdown—your business is footing the bill, too, in more ways than one. The result?

Call Center 195

Call Center Contact Center ROI Telecommunications 195

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

CSM Magazine

MARCH 10, 2025

When businesses think about brand identity, they often focus on visual elements – logos, colour palettes, typography, and photography. While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. What Is a Companys Voice?

Customer Experience 52

Customer Experience Reference Communication Customers 52

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. My Comment: Let’s move away from loyalty programs but stay with trends.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

ShepHyken

SEPTEMBER 27, 2021

(CMSWire) The better the experience, the more likely that person will return and give the brand their business. The same can be said for an employee’s experience with a brand. My Comment: Customer service starts on the inside, starting with employees. Our research shows that a personalized experience will bring a customer back.

Article 21

Article 2021 Customer Service E Commerce 21

Service Untitled

SEPTEMBER 17, 2012

So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty. When a product fails or a service isn’t to a customer’s satisfaction, a company’s reputation is out there “laying on the line.”

Loyalty 60

Loyalty Rewards Programs Customer Confidence Culture 60

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

Article 88

Article 2024 Customer Service Magazine 88

BirdEye

MARCH 21, 2025

Customization options A Google review QR code doesn’t have to be generic. You can customize it to align with your brand’s identity. Add your logo, choose your brand colors, and even include a call-to-action (CTA) within the frame of the QR code. Responding to feedback also helps build customer loyalty.

Social Media 52

Social Media Feedback Demo Brands 52

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. An easy return policy creates customer confidence and trust in the brand.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

OCTOBER 15, 2018

The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Meanwhile, countless brands toil away in obscurity hoping someone will notice them.

2018 93

2018 Article Customer Service Automotive 93

CSM Magazine

FEBRUARY 28, 2025

News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage. Enhanced Customer Experience: Accurate data translates into smoother transactions and better-tailored servicesfactors that nurture loyalty in a competitive market.

Government 52

Government Financial Banking Technology 52

CSM Magazine

NOVEMBER 4, 2022

That’s according to new research from gig customer service (GigCX) platform Limitless , which surveyed 250 customer service leaders in the UK and US to determine whether the industry has reached a ‘tipping point’ amidst recession fears. Customer confidence is crumbling in the current environment .

Customer Service 93

Customer Service Management 2023 2022 93

CSM Magazine

JULY 13, 2022

Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales. Your customer journey is composed of a set of touchpoints. Pre-purchase stage.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

ShepHyken

FEBRUARY 11, 2022

He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Out of all the options available today, they decided to go with your brand. Unique tidbits about the brand .

E Commerce 71

E Commerce Customer Experience Loyalty Programs Loyalty 71

Customer Enthusiast

MAY 3, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. How about you? Don’t settle for ordinary.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.

Blog 108

Blog Customer Experience Government Article 108

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence 2022 Government Download 52

ProProfs Chat

APRIL 30, 2020

After months of anticipation and multiple speculations, I finally had the opportunity to see what new specs made their “Lead with Speed” series special and what’s new for the customers. And honestly, it’s not just brands like OnePlus who’ve ended up witnessing a scenario such as this. Measure 2: Work on How to Help Your Customers.

Communication 91

Communication Social Media Measurement Omnichannel 91

ProProfs Chat

DECEMBER 7, 2018

Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Brand promise- Be sure to live up to your Brand promise of two-day package delivery; otherwise it’s a classic case of overpromising and under delivering. Diane Magers CEO, Customer Experience Professionals Association. Tweet this. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

ProProfs Chat

JANUARY 17, 2020

Customer acquisition takes a lot of effort. That’s probably because this is the time when your customers approach you without any knowledge about your brand. And to acquire them as your customers, you first need to ensure that they are made aware of their problems. And that’s where your brand needs to be present. .

Customers 107

Customers Customer Journey Presentation Brands 107

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media 2010 2025 75

CSM Magazine

APRIL 17, 2024

Personalization A bot that remembers previous interactions and preferences can provide tailored suggestions and solutions, making the customer feel heard and valued, leading to increased customer loyalty. Escalation to Human Support A smart chatbot knows its limitations. Security and Compliance Security is non-negotiable.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. Consistency instead refers to a singular, on-brand commitment to customer centricity. Task: Remove one “no” from your vocabulary. They instruct agents on why and how to say yes.

Blog 102

Blog Omnichannel Average Handle Time Contact Center 102

Service Untitled

DECEMBER 27, 2010

When consumers feel that the phrase, “We take your suggestions seriously,&# is more than just an ego rub and feel their suggestions, complaints, and compliments have made a difference, it becomes a positive way to bring about customer loyalty. Powerful brands help customers make educated choices. At a local.

Social Media 42

Social Media 2008 Customer Experience 2009 42

Stella Connect

SEPTEMBER 28, 2021

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Brick-and-mortar stores still exist, but the retail customer experience largely takes place online rather than only in the confines of a physical location.

Retail 52

Retail Customer Experience 2021 Consumers 52

ShepHyken

NOVEMBER 17, 2017

Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Your brand must consistently engage with customers on the platforms and channels that are available at the time.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

Steve DiGioia

SEPTEMBER 9, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. Reliability.

Customer Service 45

Customer Service Net Promoter Score NPS 2003 45

Bold360

JANUARY 23, 2017

In large part because of the 2008 global financial crisis, customers are finding it increasingly hard to trust banks and similar services, which means they also need to regain and retain customer confidence. Take Nanorep’s innovative Voice of the Customer software. Making Digital Business Transformation Work for You.

Banking 70

Banking Financial 2017 2008 70

CSM Magazine

SEPTEMBER 30, 2020

A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty. Boosts Customer Confidence. Six Sigma is focused on improving the customer experience.

Return on Investment 52

Return on Investment Innovation Customer Confidence Customer Satisfaction 52

CSM Magazine

OCTOBER 6, 2020

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Follow this 3 step formula to ensure the right data and customer service offering to boost customer confidence: 1. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Bold360

JUNE 5, 2019

We live in an age where every touchpoint you have with a customer (or potential customers) impacts how that customer thinks about you and your business. Brand reputations are on the line all day, every day. It’s a new era for customer experience so it only makes sense that we’d usher in a new era for Bold360.

Contact Center 40

Contact Center Customer Confidence Touchpoint Customer Engagement 40

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience.

Reference 66

Reference B2C Workshop Customer Service Training 66

SurveySparrow

JANUARY 20, 2020

In fact, here’s what we would advise, ask all your customers for a review, even the ones who have been your customers for a long time. #16 16 Make customers confident about their purchase: There was a time when customers were wary about buying products online. That’s how powerful it is. #18

Measurement 52

Measurement Loyalty Programs Social Media Loyalty 52