Currency Alliance

JUNE 21, 2018

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. So in the context of the gongs now having been handed down, here’s a look out over loyalty marketing landscape: what makes a winning program now, and what new surprises might be in store for 2019.

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

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 What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Bell, Customer Loyalty Keynote Speaker, Trainer, Author.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

2018 77

2018 Article Customer Service Loyalty Programs 77

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018. We have you covered.

2018 66

2018 Customer Success Webinar Customer Retention 66

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Creating trust is paramount to creating customer loyalty. It doesn’t matter what type of business you are in, trust creates loyalty. Reviewing 2018 – our top 10 blog posts from the year.

Loyalty 109

Loyalty 2019 Customers 2018 109

Beyond Philosophy

APRIL 4, 2019

We also explained how the two concepts are crucial to creating brand and customer loyalty. That said, Volvo didn’t make the Insurance Institute for Highway Safety’s Top Safety Pick honor for 2018. Memory is a crucial factor for a brand, and brand loyalty, for that matter. Which Came First The Chicken or The Brand?

Loyalty 130

Loyalty Brands Insurance Call Center 130

Totango

JANUARY 22, 2018

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Check out the blog Dante wrote on why he’s bringing his team to Customer Success Summit. Christina Kosmowski. Head of Customer Success.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

ShepHyken

JUNE 15, 2018

This results in response times which are otherwise impossible to achieve and helps drive higher levels of customer loyalty. Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken.

Blog 76

Blog Social Media Healthcare 2017 76

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. In 2018 customer support spans so much more than help@yourcompany.com. It doesn’t have to be this way. Stay away from scripts. Do You Know Yours?

Blog 76

Blog Social Media 2018 2017 76

Second to None

JUNE 5, 2018

If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. This can be done successfully by using CX tools, like journey mapping, which can be applied on a day-to-day basis for solving the obvious business challenges posed by the B2B CX strategy in 2018.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. How to overcome those challenges?

2018 129

2018 Customer Experience Customer Centricity Culture 129

One Millimeter Mindset

NOVEMBER 22, 2018

On behalf of serving you, better and better, through each blog post. Starting in 2012, I realized that while my Sales Aerobics for Engineers® Blog continues to win awards, the blog focuses on far more than topics which are exclusively sales-related. My thanks, to you all, for these honors! is available on Amazon.com.

2018 67

2018 2014 2012 Customer Retention 67

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The event is focused on enhancing customer satisfaction and cementing loyalty through digital channels to unlock growth potential.

2018 59

2018 Customer Experience Events ROI 59

Kayako

FEBRUARY 14, 2018

In 2018, the vast majority of products on the market are pretty similar. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” A customer who comes back for more.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Impact: Employees with an emotional connection to their work are more productive.

Communication 82

Communication Blog Leadership Airlines 82

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. If it’s a “no” I immediately have a subject for another blog post. The post 5 Top Customer Service Articles For the Week of January 22, 2018 appeared first on Shep Hyken. Here are my top five picks from last week. I hope you’ll learn from them.

2018 91

2018 Article Customer Service Wireless 91

Experience Investigators by 360Connext

OCTOBER 17, 2018

It means creating a real relationship that improves their loyalty and increases their positive feelings. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Loyalty is not granted generationally based on what brands our parents used. Culture is so much more than a buzzword!

Leadership 283

Leadership Culture Customer Centricity 2019 283

ShepHyken

JANUARY 5, 2018

According to Harvard Business Review , the number 1 factor in customer loyalty is reduction of customer effort. Read Shep’s latest Forbes Article: Ten Customer Service And CX Predictions For 2018. The post Guest Blog: Instant Customer Service – Just Add Text Message appeared first on Shep Hyken.

Blog 81

Blog Customer Service Poor Customer Service Multi-Channel 81

Totango

JANUARY 22, 2018

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Check out the blog Dante wrote on why he’s bringing his team to Customer Success Summit. Christina Kosmowski. Head of Customer Success.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

GetFeedback

MAY 5, 2019

Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. No matter whether you base your loyalty program on discounts, exclusive vouchers, gifts, or another type of privileges, your customers will appreciate it. Loyalty plans based on various incentives.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Talkdesk

JANUARY 12, 2018

What new tools will your contact center features offer customers and agents in 2018? Think about how those individual interactions are affecting loyalty and put the right processes in place to keep your customers coming back. Read the full list of features in our ebook here.

Contact Center 40

Contact Center 2018 Return on Investment Roadmap 40

Optimove

DECEMBER 18, 2018

2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM. And as we begin wrapping up 2018, we reflect on our 4 th Optimove Connect, hoping we accomplished just that.

2018 53

2018 Connections Workshop Events 53

inmoment

OCTOBER 25, 2018

Last week, I covered findings from InMoment’s 2018 US Retail CX Trends Report that discussed how brands can earn their customers’ trust. This time I’ll delve into the second theme: Loyalty. Slightly more (26 percent versus 21 percent) of customers said they tend to feel more loyalty to brands versus products.

Retail 75

Retail Loyalty 2018 Consumers 75

GetFeedback

DECEMBER 26, 2018

billion in total revenue in fiscal 2018. The NPS survey measures long-term customer satisfaction and customer loyalty—two fundamentals for modern organizations. By integrating NPS with Salesforce, you can put that feedback to use, creating a systematic process for driving customer loyalty. Measuring NPS with Salesforce.

Net Promoter Score 210

Net Promoter Score NPS Measurement Feedback 210

Experience Investigators by 360Connext

OCTOBER 17, 2018

It means creating a real relationship that improves their loyalty and increases their positive feelings. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Loyalty is not granted generationally based on what brands our parents used. Culture is so much more than a buzzword!

Leadership 227

Leadership Culture Customer Centricity 2019 227

Alida

FEBRUARY 22, 2017

billion in market value by 2018. Loyalty program software does something similar, tracking how much people spend with a company. In an upcoming blog post, I’ll explore what makes authentic relationships tick and share the real building blocks of customer relationships.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

inmoment

JULY 18, 2018

Today’s marketers are increasingly seeing customer experience fall under their umbrella of duties, and it’s easy to confuse CX efforts with traditional marketing approaches such as loyalty marketing programs. Here are three specific ways a CX mindset can help you take your loyalty program to the next level: Craft a Consistent Experience.

Loyalty 40

Loyalty Loyalty Programs Marketing 2018 40

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. Coming off the heels of CS Week, I also had the opportunity to attend DNV GL’s 2018 Energy Executive Forum, an annual gathering of C-suite executives actively engaged in defining the future of energy.

Loyalty 40

Loyalty Retail 2018 Airlines 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. In 2018, The Loyalty Report – well – reported, that: 70% of customers are more likely to recommend brands with good loyalty programs. 77% are likely to stay with a brand with a loyalty program.

Loyalty Programs 98

Loyalty Programs Advertising Loyalty 2017 98

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

GetFeedback

OCTOBER 21, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. In 2018, Econsultancy partnered with Epsilon to host a series of roundtable discussions on the future of customer experience. What did they find?

Customer Experience Management 199

Customer Experience Management Customer Experience Management 2008 199

Experience Investigators by 360Connext

AUGUST 23, 2018

“Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. October 9-12, 2018 | Austin, TX. Customer Empathy Means Going Beyond the Obvious. Positive emotions are great.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

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

Call Experts

FEBRUARY 19, 2020

Customer Loyalty. Enhanced customer experience is the key to improve customer loyalty. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Do you have the answers?

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80