Experience Matters

MARCH 16, 2017

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions.

Interaction 96

Interaction Loyalty 2016 2017 96

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend? .

2017 79

2017 Article Customer Experience Chief Customer Officer 79

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Blog 76

Blog Social Media Healthcare 2017 76

CustomerGauge

MAY 9, 2017

This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […]. The post Building Superior Customer Loyalty with Sciformix appeared first on CustomerGauge.

Loyalty 60

Loyalty 2017 Customer Centricity Leadership 60

ShepHyken

FEBRUARY 6, 2017

Forbes) If you follow the best practices in digital marketing or customer service, then there’s a good chance you’ve come across a blog named Convince & Convert and have heard of Jay Baer. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . But how exactly do you measure something so seemingly abstract?

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

MAY 15, 2017

3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty. If you don’t subscribe to his blog, you should. This short article has three excellent ideas that focus on client loyalty. And, who doesn’t want that!

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Such personalization saves time and increases loyalty. Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

2017 63

2017 Financial Banking 2014 63

ShepHyken

JUNE 8, 2018

Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken. It doesn’t have to be this way.

Blog 76

Blog Social Media 2018 2017 76

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. This, in turn, increases customer confidence and loyalty. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform. The ideal blogging platform will fit with your skill level, type of blog, and budget.

Social Media 53

Social Media Blog ROI Brands 53

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. This is where we move from customer satisfaction to customer loyalty. This is true in life as well.

2017 40

2017 Customer Experience Government Loyalty 40

Bob Hayes

SEPTEMBER 18, 2017

Data were collected from January to March 2017. Potential respondents were invited to complete a survey on customer analytics best practices via the researcher’s blog and social media profiles. Analytics Primarily Used to Improve Loyalty and Reduce Costs. Creating a Competitive Advantage with Analytics. click image to enlarge).

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

ShepHyken

OCTOBER 17, 2016

80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw. My Comment: Creating customer loyalty doesn’t have to be complicated. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017.

2016 130

2016 Article Customer Service 2017 130

Strativity

NOVEMBER 8, 2017

JIM TIERNEY, LOYALTY360, NOVEMBER 07, 2017. To achieve that lofty goal of long-term brand loyalty, making emotional customer connections are imperative. The experiences your customers have with your brand have the greatest impact on brand health, reputation, and loyalty. Memories: Loyalty Currency. Commitment Sustains.

Loyalty 45

Loyalty Brands Customer Centricity Culture 45

ShepHyken

JUNE 29, 2018

In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. The post Guest Blog: Struggling with Bad Customer Service? Once you have found a system which works for you, customers will notice better efficiency with your business and will be impressed.

Social Media 82

Social Media Blog Customer Service Touchpoint 82

Retently

MARCH 29, 2023

In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Beyond Philosophy

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Putting customers at the center of everything you do is essential to providing the Customer Experience that fosters brand advocacy and loyalty.

2002 153

2002 2017 Customer Centricity Consulting 153

Provide Support

JANUARY 6, 2020

This is convenience that will drive repeating sales and customer loyalty. (.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2020. The post Best Customer Service Posts and Videos from Provide Support appeared first on Live Chat, Customer Service Blog | Provide Support. Read more.

2003 52

2003 Customer Service Social Media 2017 52

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. Back in 2017, HubSpot research found that “it costs anywhere from 5 to 25 times more to acquire a new customer than to retain an existing one” and that”at some point, your acquisition math will break.”. 77% are likely to stay with a brand with a loyalty program.

Loyalty Programs 98

Loyalty Programs Advertising Loyalty 2017 98

Customer Bliss

JUNE 15, 2017

This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. I wanted to take a second to talk about collaboration within CCO work.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

Beyond Philosophy

APRIL 18, 2017

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. And 58 percent of loyalty members don’t even use the programs they signed up for. For cosmetics and shoes, almost everyone did. Here’s Why.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

Provide Support

MARCH 15, 2017

In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. So what are the most common mistakes made by customer service professionals? Read more.

Customer Service 69

Customer Service 2003 2017 Customer Satisfaction 69

SuiteCX

FEBRUARY 7, 2017

Armed with advanced analytics, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years. Here is to a growth oriented 2017! Conclusion. With hard work and focus you can do this.

2017 45

2017 Customer Journey 2015 Brands 45

Provide Support

MARCH 27, 2017

In short, positive emotions lead to loyalty. In the meantime, there are a few simple things any brand can do to spark positive, loyalty-inspiring emotions in customers.(.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. What keeps you coming back? Read more. Permalink | No comment.

2003 40

2003 2017 Loyalty Blog 40

SuiteCX

FEBRUARY 7, 2017

Armed with advanced analytics, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years. Here is to a growth oriented 2017! Conclusion. With hard work and focus you can do this.

2017 40

2017 Customer Journey 2015 Brands 40

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Find out what they are in this blog post. Read the full findings here.

2016 59

2016 Customer Service 2017 Contact Center 59

ShepHyken

DECEMBER 8, 2017

This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it. But how do we make this transition?

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Provide Support

OCTOBER 20, 2017

Obviously that building better relationships with your customers through social media can add up to huge wins when it comes to customer loyalty and your brand reputation. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more. Permalink | No comment.

Social Media 64

Social Media 2003 2017 Loyalty 64

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Bell, Customer Loyalty Keynote Speaker, Trainer, Author.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. If not, then this blog is for you. Now let’s look at the best practices.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Provide Support

JUNE 28, 2019

© 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019. The post 8 Best Ways to Obtain Customer Feedback [Infographic] appeared first on Live Chat, Customer Service Blog | Provide Support. Read more. Permalink | No comment.

Feedback 59

Feedback 2003 2017 2019 59

Provide Support

JUNE 22, 2018

The 2017 Microsoft State of Global Customer Service report found that customer service impacts brand choice and loyalty for 96% of consumers around the globe. Strengthens customer loyalty. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. Builds trust with your brand.

Communication 49

Communication 2003 2017 2018 49

ChurnZero

SEPTEMBER 23, 2022

Between 2017 and 2022, the venture capital & principal trading market in the US grew at an annualized rate of more than 11%. Customers of all stripes have made it clear that the experience and relationship they have with brands are important—76% of customers say that experience plays a role in brand loyalty.

Customer Success 98

Customer Success 2022 Customers 2017 98

Optimove

NOVEMBER 28, 2019

Repeat customers not only buy more during the holidays, but they also tend to retain a greater loyalty to the brand. As for the 2017 Holiday Season,customers during the following 12 monthscustomer existingcustomer.

2018 82

2018 2017 2016 Retail 82

Bold360

JULY 9, 2019

Well when it comes to customer loyalty and retention, good customer experience talks much louder. Artificial intelligence (AI) is enabling these employees to create remarkably better customer experiences, resulting in customer loyalty, advocacy, and overall growth. We’ve all heard the old saying “money talks.”

Financial 45

Financial 2017 E-support Hotels 45

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty. No Googling, either. If you guessed online, you are wrong.

Fashion 130

Fashion Retail Multi-Channel 2017 130