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

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

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 the business to consumer world, you could offer money back guarantees. A few criteria are explained in further detail.

White Paper 110

White Paper Customer Relationship Management Download NPS 110

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

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. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group. Here are our top tips.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. Post-Pandemic In-Store Shopping: Consumers Reconsider The Value Of The Store. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Blog 82

Blog White Paper Customer Service Webinar 82

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.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

West Monroe

MARCH 27, 2017

As the banking consumer grows more loyal, they no longer use multiple banks for their various financial services needs. 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.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. White papers. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. The Direct-to-Consumer (DTC) revolution is shaking the foundation of retail business. Those that can innovate, adapt, and bring a higher caliber of experience and smarter ways to buy using the vast amount of consumer and product data available will be the ones that succeed.

White Paper 43

White Paper Brands Customer Centricity Download 43

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. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

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. ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets. Accessible.

2022 93

2022 Customer Experience Omnichannel White Paper 93

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

Kustomer

AUGUST 4, 2023

As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business. Crucially, look after customers as individuals to optimize loyalty and reduce churn. Most likely only places where I buy stuff very regularly or have very recently.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

CSM Magazine

OCTOBER 16, 2020

You have to encourage their loyalty. According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content.

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 64

White Paper B2C Social Media E-support 64

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior. Be authentic, transparent, and honest.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

AUGUST 17, 2015

On the consumer side, many of us can remember expectations of experience at a restaurant, supermarket, hotel, rented auto, insurance company, department or discount store, etc. delivery timing rate did not drive higher customer loyalty. Think about it. order completeness rate and 99.5% appeared first on.

White Paper 100

White Paper Multi-Channel Hotels Banking 100

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Research shows that 70% of consumers believe direct conversations are the best way for companies to capture consumer sentiment, contrasting with only 40% of brands. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 40

White Paper B2C Social Media E-support 40

Comm100

JANUARY 21, 2020

B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. This post is the second of two that are based on our Omnichannel white paper. Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. Automation often means that customers themselves having to do more.

Customer Service 62

Customer Service White Paper Banking 2018 62

inQuba

JANUARY 10, 2019

This is only achieved when the customer has satisfying and value-adding experiences over a period of time, generating trust and loyalty. Social channels have made it easier than ever for consumers to research brands and products. The power of online consumer reviews can make or break the success of a product in the market.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

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. Also, how much influence do your employees have on customer value perceptions and loyalty behavior through their day-to-day interactions?

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

Currency Alliance

FEBRUARY 15, 2018

Twenty years on from the Harvard Business Review’s paper, economic data do indeed show that as relative economic sectors, goods has remained stagnant, while services is on the march. The UK’s RPI data shows services becoming progressively more valuable over time, whilst consumer goods remains flat [vii]. Currency Alliance can help.

Retail 110

Retail Brands Banking 2015 110

Comm100

JANUARY 21, 2020

B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. This post is the second of two that are based on our Omnichannel white paper. B2B tends to expect responses within 1-24 hours. Read part 1 here , and access the full story here.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Calabrio

JUNE 13, 2017

Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Since self-service, customer loyalty is no longer defined by the reception of a quick answer to a simple question. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Since self-service, customer loyalty is no longer defined by the reception of a quick answer to a simple question. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty. Since self-service, customer loyalty is no longer defined by the reception of a quick answer to a simple question. Take a look at our white paper, Simplexity, Break Customer Service Out of Chaos and Move Forward.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touch-points. This post includes highlights from our Omnichannel white paper. It was a shift backed by data—lots of it.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

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

As consumers, we know the onus is on us to establish that contact and provide the context, each and every time we want to “transact” If only organizations were more conversational. The team at Kustomer have been quick to pick up on the concept of “conversational” customer support with various blogs and a white paper.

Feedback 45

Feedback White Paper Insurance Omnichannel 45

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. 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold.

2020 90

2020 E-support 2018 Hospitality 90

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53