Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

White Paper 112

White Paper Contact Center Net Promoter Score Average Handle Time 112

Customer Bliss

FEBRUARY 9, 2017

This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. I’d love to help you draw the connection in your own organization and get your own customer-driven growth engine humming. Here’s some new research on the ties between good CX and revenue growth.

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White Paper 2017 B2B Article 226

CSM Magazine

SEPTEMBER 15, 2021

Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Among the other significant findings from the report, the quantified impact of the pandemic on retail loyalty suggests that customers are now less loyal than before the pandemic.

Retail 52

Retail White Paper Banking Loyalty 52

CSM Magazine

JULY 27, 2022

The state of brand loyalty in the UK. According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. Using customer experience to increase loyalty. So how can you ensure a continuous journey that increases loyalty?

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

SaleMove

JULY 9, 2021

Driven by the convenience of online shopping, insurance companies are now expected to provide information that helps customers learn about policies, compare options and even complete an application from virtually any connected device, 24/7. “To Putting customers and agents at the center of P&C insurance sales processes is within reach.

Insurance 52

Insurance Sales White Paper Customer Centricity 52

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. Participants can ask questions of the community, connect with peers or submit events for possible promotion. Nine Best Customer Success Communities in 2022. CS in Focus. CSM Practice.

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2022 Customer Success White Paper Social Media 118

Kayako

MAY 13, 2022

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 papers. A portal that connects to internal and public-facing knowledge bases.

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White Paper E Commerce E-support Customer Satisfaction 110

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. With our uncommon blend of expertise, we help you connect the dots in a way that is most beneficial for YOUR bank. Consistently Remarkable Service.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. Simply, the trend is optimizing and connecting employee commitment to the organization and its goals, to the company’s unique value proposition, and to the customer. Further, there is no specific connection to the emotional drivers of employee experience. Those question are: 1) Really?

Engagement 145

Engagement White Paper 2015 Consulting 145

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. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

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2022 Customer Experience Omnichannel White Paper 93

Kustomer

AUGUST 4, 2023

Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn. This is a guest post by Lindsay Willott , CEO of Customer Thermometer.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

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. Loyalty Programs.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

Avaya

JANUARY 29, 2019

As customer expectations continue to evolve, so must the approach that organizations take to deliver high-quality service that leads to brand loyalty. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper. To get started or to find more out details, please contact us.

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White Paper Engagement Contact Center Customer Experience 67

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. This approach is key to tapping into modern shopping trends, encouraging brand loyalty and repeat business by making products that become an essential part of customers’ lives. Download our white paper to learn more.

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White Paper Brands Customer Centricity Download 43

Oracle

MARCH 22, 2021

On top of that, the pandemic has severely tested customers’ brand loyalty, with two respective 2020 reports from Ketchum and McKinsey highlighting the growing number of people shifting their brand preferences since lockdowns went into effect. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. Showcase Social Proof You can also utilize social proof to attract new customers and build trust and loyalty. You will want to make sure that customers view you as an expert in your field.

2023 52

2023 White Paper Social Media Document 52

Totango

AUGUST 23, 2022

White papers. In short, B2B customer journey touchpoints may involve any stage of your customer’s journey with your brand, any outward-facing business process where you interact with customers, any function of your interactions with customers, and any medium you use to connect with customers, digital or otherwise. Blog content.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Free Download: Customer Engagement 2020 White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

CSM Magazine

OCTOBER 16, 2020

You have to encourage their loyalty. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. Clients want high-value propositions, multi-channel connections, and excellent customer service. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.)

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52

Beyond Philosophy

SEPTEMBER 13, 2016

Much of the evidence of tactical and strategic success of informal communication programs has been because companies were passionate about stakeholders in the first place, and made them feel like emotionally connected members of the family. Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Mobile vs desktop retention.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

inmoment

JUNE 17, 2019

Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. Companies often address CX and employee experience (EX) separately, but these findings reveal they are closely connected. Definition of Loyalty Diverges. So how can brands keep up with the change?

2019 53

2019 Customer Experience White Paper Definition 53

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

Financial 144

Financial White Paper Books Airlines 144

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. No Loyalty (low relative attachment and low repeat purchase). These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change.

White Paper 60

White Paper 2007 Consulting Loyalty 60

Kustomer

AUGUST 30, 2018

Of the 100 or 1,000 “connections” you have across social channels or languishing in your ages-old contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn. Not many, if you’re anything like me.

Feedback 45

Feedback White Paper Insurance Omnichannel 45

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer. They rarely give enough attention to pre-purchase processes or value creation.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally. Resolve To Deliver More Proactive Service in 2018. Why Proving the Impact of Marketing is Difficult.

Engagement 68

Engagement White Paper Definition Consulting 68

Service Untitled

NOVEMBER 8, 2012

From digital signs on busy highways showing shortened waiting times in local emergency medical facilities to expedient office staff, the new faces of medical care seek customer loyalty by creating positive experiences. From the moment a patient calls for an appointment, the expectation for services begins. photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

ijgolding

APRIL 25, 2017

In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis. Even if I have to pay an additional fee to use Wi-Fi, I am not too concerned, as long as I am able to connect to the web.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

ClearAction

OCTOBER 4, 2015

Emphasize your team's performance in what's directly connected to the CEO's radar screen, and you've now got something in common to get their attention on. For the next executive in your chain of command, identify what can he or she contribute to the next level boss' success in that domain. 4) Avoid Being Duped.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

CSM Magazine

FEBRUARY 14, 2017

Customers are offered a ‘random act of kindness’ to acknowledge their loyalty based on how long they have been active customers. For instance, voice of the customer data can either be housed directly in the CRM or dynamically connected if a dedicated solution is preferred. About the Author.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40

ProProfs Chat

NOVEMBER 29, 2019

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. Live Chat Customer Loyalty Statistics. Takeaway: Loyalty starts with awesome support. Improved Sales.

2020 90

2020 E-support 2018 Hospitality 90

SurveySparrow

MARCH 30, 2021

You can never know whether your customers will connect with your product or not. White papers. The information collected by market surveys will help you to identify new market trends, customer satisfaction, customer loyalty, employee experience, competitors’ research, etc. . Test Your Product. Infographics.

Marketing 52

Marketing White Paper Advertising Feedback 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. This allows users to ask questions, and the system can provide answers based on content from the knowledge base or connect them to that content so they can find answers. Also, allow customers to connect with knowledge base content through multiple service channels. How-to instructions.

Customer Service 62

Customer Service E-support Article Document 62

Alliance by IFS

JUNE 2, 2015

In our latest white paper, Forging a Service and Sales Partnership , we take a look at the revenue potential of handing sales responsibilities to the service force, as well as creating better channels of communication so that the service team can more effectively pass leads to the sales organization.

Sales 22

Sales White Paper Multi-Channel Download 22