InMoment XI

NOVEMBER 18, 2024

To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision?

Loyalty Programs 93

Loyalty Programs Loyalty Fashion Financial 93

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. Loyalty: “What’s in it for me?”

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What Is Voice of the Customer? What is the Voice of Customer Process?

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

IntouchInsight

AUGUST 14, 2023

Loyalty programs can take many forms. From a punch-card style program where customers eventually get an item after a certain number of purchases to subscription-based models where members get exclusive perks. But across each model, the consistent theme is additional value for customers.

Loyalty Programs 116

Loyalty Programs Loyalty Customers Customer Experience Management 116

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. My Comment: I’ve written many articles about loyalty programs.

Article 70

Article 2024 Customer Service Loyalty Programs 70

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Lets take a closer look!

Management 115

Management Customer Experience Roadmap NPS 115

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. Forecasts point to significant growth in spend expected through loyalty programs in 2025.

2025 80

2025 Article Customer Service Loyalty Programs 80

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025.

2025 69

2025 Customer Engagement Engagement E Commerce 69

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer. Are Your Cx Metrics Hurting Your Customer Experience?

2025 74

2025 Article Customer Service Loyalty Programs 74

Brandwatch CX

MARCH 27, 2025

It emphasizes concepts such as customer retention , satisfaction, and lifetime value. This means that relationship marketingunderstands the long-term value of great customer relationships. bw_also_like id=”84283″] How to improve your relationship Relationship marketing makes sense in the age of the customer.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. My Comment: Sometimes, customers just seem to disappear.

2025 70

2025 Article Loyalty Programs Customer Service 70

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? Consider yourself as a loyal customer. It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. Not entirely surprisingly, these customers are also the ones most likely to share their happiness and spread the word about your business. Say thank you.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Custom Studio (Inc. My Comment: What is a Forever Customer?

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Here are my top five picks from last week.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Customers love prompt responses.

Workshop 86

Workshop Loyalty Programs Customer Service Training Customer Service 86

Experience Investigators by 360Connext

NOVEMBER 12, 2014

The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers.

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

JULY 13, 2015

Customer journeys are often represented in the same way. They exit into a converting customer. But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. When considering your customer’s journey, consider all the many ways they can leave you.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Every customer wants to feel like you care and appreciate them.

2025 70

2025 Article Customer Service Loyalty Programs 70

CSM Magazine

APRIL 3, 2025

Better customer experiences. Improving the customer experience is easier now than ever before. User Empowerment : Customers remain in control of their personal data by leveraging blockchain-enabled tools. The next generation of the internet, Web3, is here.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

IntouchInsight

SEPTEMBER 23, 2022

As anyone who has recently filled up their gas tank or purchased groceries will tell you, the cost of living just keeps going up. Consumer reactions to this vary greatly. Some people will shop sales while others will buy in bulk. The common goal, however, is to get the best value for every dollar spent.

Loyalty Programs 118

Loyalty Programs Loyalty Consumers Sales 118

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Good service builds customer loyalty, making people feel valued and understood.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52

InMoment XI

DECEMBER 1, 2021

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers.

Information 195

Information Loyalty Insights Marketing 195

ShepHyken

JANUARY 28, 2025

A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. As soon as a competitor has a better location or a lower price, dont be surprised to see the loyal customer disappear. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts.

Loyalty Programs 93

Loyalty Programs Customer Service Training Workshop Culture 93

InMoment XI

OCTOBER 3, 2024

Did you know that customer acquisition costs have risen by over 200% over the last 10 years? It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. What Is Customer Retention? What Is Customer Retention?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal.

Social Media 322

Social Media Customer Retention Customers Article 322

Experience Investigators by 360Connext

APRIL 7, 2015

Our original flights home allowed for 90 minutes between landing in Dallas, getting through immigration and customs, rechecking bags and getting to our flight to Chicago. He informed me it had departed and we should go to customer service. (It We walked through the airport and found the customer service agent. Thanks, AA!

Airlines 307

Airlines Customer Experience Travel Books 307

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them?

Article 155

Article 2021 Customer Service Loyalty Programs 155