TechSee

OCTOBER 7, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Customer Retention and Environmental Responsibility Improved first-call resolution rates of up to 30% lead to higher customer satisfaction and loyalty. Improved first-call resolution rates lead to higher customer satisfaction.

ROI 124

ROI White Paper Travel Return on Investment 124

InMoment XI

NOVEMBER 2, 2021

Throughout our decades of experience helping the world’s top brands craft memorable, business-powering Experience Improvement (XI) programs, We like to call them the four economic pillars of customer experience (or the four pillars of CX ROI for short). And if that sounds familiar to you, that’s okay! 1: Customer Acquisition.

ROI 195

ROI White Paper Customer Retention Feedback 195

TechSee

SEPTEMBER 30, 2024

To gain deeper insights into the impact of these technologies, make sure to download our white paper. The trust built from providing safe and efficient support strengthens customer loyalty and brand reputation. Download our white paper today to uncover the full potential of these technologies for your business.

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

Integrity Solutions

APRIL 19, 2024

It provides competitive differentiation, nurtures customer relationships, helps them feel seen and heard , and ultimately leads to increased customer loyalty and repeat business. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 104

Sales Loyalty White Paper Contact Center 104

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. Improve the brand experience.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. These projects were across a wide variety of industries.

White Paper 126

White Paper B2C B2B Customer Satisfaction 126

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Today, is that enough? correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

SEPTEMBER 13, 2016

Now, if experiences didn’t at least match the brand and promises made through these communication programs, stakeholders express their feelings and opinions to the world with a single mouse click; and companies had to pay attention or suffer the lasting consequences of negative word-of-mouth.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. The Customer Loyalty Wheel ™. The following is how we look at customer satisfaction, loyalty and creating and Raving Fans. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

White Paper 111

White Paper Customer Relationship Management Download NPS 111

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Delaying the modernization of your call center can impact various aspects of your brand, including revenue, customer loyalty and retention and more.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. This gives you a sense of public brand perception —the first impression your company is sending after initial engagement.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty White Paper Travel Fashion 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. White papers. Loyalty and advocacy.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Giving CS companies promotional opportunities to position their brands as thought leaders, generate leads, and plug software products (within the limits of the community’s policies on promotions). CS in Focus.

2022 119

2022 Customer Success White Paper Social Media 119

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. White Papers. Special Reports.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores.

White Paper 43

White Paper Brands Customer Centricity Download 43

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. Not out of your top-line metrics, at least. If you’re stuck on what to ask next, try this: “Why?”.

White Paper 93

White Paper NPS ROI Leadership 93

Avaya

JANUARY 29, 2019

After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. As customer expectations continue to evolve, so must the approach that organizations take to deliver high-quality service that leads to brand loyalty.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

CSM Magazine

JULY 27, 2022

Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. The state of brand loyalty in the UK. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Zeisler Consulting

SEPTEMBER 15, 2021

is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Notice that there’s no mention in there about revenues, sales, or market share. So why even bother?

White Paper 93

White Paper Sales Brands ROI 93

One Millimeter Mindset

OCTOBER 8, 2018

Engagement experience is all about how brand representatives reach out to customers. Even if we are a brand of one. Do we negatively bias customer inclination to further engage with us, our organizations and our brands? No matter whether our branding strategy targets first time customers or current customers.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation. The Exceptionally Angry Customer.

White Paper 64

White Paper B2C Social Media E-support 64

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. 66% of customers said they would switch brands if they felt they were being “treated like a number, not an individual.”

2022 96

2022 Customer Experience Omnichannel White Paper 96

Inbenta

AUGUST 23, 2024

Managing policyholder expectations The largest insurance companies spend billions of dollars a year on advertising and brand-building. Yet even among consumers dedicated to a brand, 59% will leave after a few bad experiences — 17% will drop you after just one failure. Industry-wide, the average cost per acquisition is $900.

White Paper 52

White Paper Insurance Virtual Agent Demo 52

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. The post Leveraging the Power of CRM to Create Extended Loyalty for Your Bank appeared first on The Blend: A West Monroe Partners Blog.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Optimove

NOVEMBER 12, 2024

It underscores how Optimove’s innovations—like AI-driven analytics, real-time engagement, and adaptive journeys—have been ahead of the market to drive personalized, customer-led strategies so marketers can enhance customer loyalty and maximize lifetime value. With visionary leadership comes responsibility.

White Paper 52

White Paper 2012 Return on Investment Leadership 52

Oracle

MARCH 22, 2021

Clever B2C marketers can convert individuals from discovery to purchase in a matter of minutes, thanks to the magic of expertly crafted deals, on-point brand messaging, and culturally ingrained consumerism. B2C marketing differences has only become more evident. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. This is, in effect, a monetized loyalty strategy. Tesco had once been considered a market leader in launching its loyalty program. The post The Experience Margin: Only CX can save retail brands appeared first on Currency Alliance. xi] [link].

Retail 110

Retail Brands Banking 2015 110

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. are more inclined to buy from brands that have a mobile-responsive customer support portal. This post is the second of two that are based on our Omnichannel white paper.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

inmoment

JULY 6, 2020

As banking brands reel from everything from a reduction of in-branch business to the economic crunch at large, it’s imperative that they adapt to these and other challenges if they hope to emerge from this crisis in a strong position. This means identifying customers by their usage loyalty (i.e. Overactivity. Topic #1: Inactivity.

Banking 52

Banking Retail White Paper Financial 52

Eptica

FEBRUARY 28, 2018

All of these points mean that brands need to think automating customer service processes. While this is fine for routine tasks (such as finding information through self-service systems for example), pushing more complex tasks onto consumers makes them question exactly what value your brand is providing to them.

Customer Service 62

Customer Service White Paper Banking 2018 62

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Does it exist?”.

White Paper 60

White Paper 2007 Consulting Loyalty 60

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. Quick response.

2020 90

2020 E-support 2018 Hospitality 90

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Behaviors lead to loyalty. Over time, loyal customers associate higher expectations for future rewards with their favorite brands, making the act of repurchasing automatic. Download our Neuroscience and Customer Success white paper.

White Paper 51

White Paper Download Customer Success 2015 51