CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Do your customers value the rewards the scheme provides?

Loyalty 59

Loyalty Banking Airlines Travel 59

InMoment XI

APRIL 24, 2024

From appointment scheduling to medical inquiries, these centers serve as the frontline of patient engagement, offering a myriad of benefits for both healthcare providers and patients alike. 4 on Forbes’ most engaged companies list and has an impressive 84.4% What is a Healthcare Contact Center? OSAT score.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. There was a joke of how to save yourself if you had drifted off and were lost when someone asked you to engage in the conversation.

Engagement 179

Engagement Social Media Sales Loyalty 179

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. Personalize Engagement: Companies that demonstrate effective personalized engagement recognize that every encounter with a consumer is a chance to fortify the bond.

Feedback 52

Feedback Engagement Customer Journey Mapping Social Media 52

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Employees ranging from managers to stock boys firmly declared loyalty to “Arthur T.”

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Experience Investigators by 360Connext

JUNE 22, 2015

Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Nothing thrills a devoted customer more than being recognized for loyalty. Share innovation as it happens. Say thank you unexpectedly! Photo by Wilfred Iven.

Social Media 233

Social Media Engagement Magazine Innovation 233

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Beyond Philosophy

OCTOBER 17, 2016

It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. Understanding how memories form is important to fostering customer loyalty and retention. The memory your experience creates inspires customer loyalty. Is customer loyalty a function of experience or memory?

Loyalty 167

Loyalty Books 2016 Consulting 167

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

InMoment XI

JULY 19, 2023

Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Companies that prioritize customer experience outperform their competitors and build long-term customer loyalty.

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

InMoment XI

OCTOBER 5, 2022

And when employees are fully engaged and satisfied with their job, it shows. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. It’s called motivation, and you can’t have engagement without it.

Feedback 493

Feedback Customer Centricity NPS Definition 493

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

InMoment XI

FEBRUARY 8, 2024

This can contribute to a competitive advantage and increased customer loyalty. By understanding the nuances of customer conversations, organizations can adapt strategies, refine training programs, and identify opportunities to enhance customer satisfaction and loyalty.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

Beyond the Arc

NOVEMBER 8, 2021

As a CX consultant, I spend my workdays helping companies improve, and even reinvent, their communications to create more engaging customer experiences. The post Consistency: The secret ingredient for creating customer loyalty appeared first on Beyond the Arc.

Loyalty 52

Loyalty Consulting Communication Customers 52

Experience Investigators by 360Connext

MAY 11, 2016

Loyalty is often the holy grail of customer experience. But how do you define loyalty among your customers? The post How Do You Define Loyalty in YOUR Organization? The post How Do You Define Loyalty in YOUR Organization? appeared first on Customer Experience Consulting. It’s seen as the end goal.

Loyalty 137

Loyalty Consulting Customer Experience Customers 137

Beyond Philosophy

DECEMBER 14, 2017

I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. Therefore, I was surprised as you are to learn the Customer Experience you provide does not create loyalty; it is the experience customers remember you provide that creates loyalty.

Loyalty 151

Loyalty Sports Consulting Webinar 151

Lithium

MAY 24, 2022

We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano ( ). This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. So sit back and enjoy the show. Apple Podcasts.

Loyalty 96

Loyalty Brands Consulting Innovation 96

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty White Paper Travel Fashion 52

InMoment XI

JANUARY 30, 2024

Enhanced Customer Loyalty: By consistently providing positive experiences, CXM software contributes to building customer loyalty. Employee Engagement: Happy and engaged employees are more likely to provide better customer service. Who Specifically Will Provide Implementation and Strategic Consulting Services?

Customer Experience Management 295

Customer Experience Management Customer Experience Management Roadmap 295

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.

Loyalty 116

Loyalty Loyalty Programs 2017 Books 116

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Reward points and loyalty certificates are no longer adequate to sustain business relationships.

Loyalty 88

Loyalty Loyalty Programs Consulting B2B 88

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction. Rules of Engagement.

Communication 260

Communication Culture Definition Employee Experience 260

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . In my latest book, The Intuitive Customer , one of the key imperatives is to recognize that customer loyalty is a function of memory. Customer loyalty is a function of customers’ memories.

Loyalty 156

Loyalty Call Center Customers Consulting 156

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Well, the best answer is customer engagement. No business can survive without engaging its customers. Customer engagement guarantees business growth and success.

Blog 120

Blog Brands Engagement ROI 120

Beyond Philosophy

AUGUST 23, 2017

What does customer loyalty , customer satisfaction , customer experience or even “Happiness” look like on a chart or in an Excel sheet? While it is always our goal to show growth in all of these areas with any recommendation we make in our global Customer Experience consultancy, we do not choose these areas as our indicators of success.

Measurement 132

Measurement Loyalty Metrics Consulting 132

Beyond Philosophy

MARCH 15, 2017

A few years ago, Harvard Business Review told us all that excellent customer service was not the foundation of customer loyalty, as we once thought, but instead a minor influence. The authors argued bad customer service had the most impact on loyalty—by destroying it. The Easy Path to Customer Loyalty.

Loyalty 121

Loyalty Average Handle Time Books Customers 121

Middlesex Consulting

AUGUST 12, 2021

Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. The post Engaging Leadership In B2B OEM Processes That Impact The Effectiveness Of Aftermarket Customer Support appeared first on Middlesex Consulting.

Leadership 78

Leadership B2B Engagement Consulting 78

TechSee

JUNE 16, 2022

Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

MARCH 14, 2016

In changing its program, Starbucks has tapped into one of the key elements of customer loyalty. To get brand loyalty from younger shoppers, some brands are promoting their environmentally friendly practices or are supporting charities. If you enjoyed this post, you might be interested in the following blogs: Customer Loyalty.

Loyalty 113

Loyalty Rewards Programs Consulting Customers 113

Experience Investigators by 360Connext

FEBRUARY 16, 2017

The post 5 Ways to Engage and Understand At-Risk Customers appeared first on Customer Experience Consulting. ” They’re all getting automatically e-charged and they seem happy because they’re not complaining. This is how we get lulled into […].

Engagement 140

Engagement Consulting Customers Customer Experience 140

Second to None

AUGUST 9, 2019

When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime. Holding their own importance in the overall customer experience, research revealed that they had little to do with loyalty or advocacy. Emotion Creates Connections.

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

Micah Solomon

OCTOBER 17, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). Forbes readers: Get two free chapters of Micah Solomon’s customer service books here.

Customer Engagement 53

Customer Engagement Loyalty Customer Service Engagement 53

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” So, What Really is Customer Loyalty?

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

LoyaltyPlus

NOVEMBER 3, 2021

billion memberships in customer loyalty programmes. Closer to home, the average number of loyalty programmes which South Africans belong to has increased to almost nine following the disruption caused by the COVID-19 pandemic. By recognising high-value spenders, brands can engage deeper with them while giving them automated rewards.

Loyalty 52

Loyalty Consumers Customer Retention Consulting 52

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). Customer engagement marketing happens when a company uses personalized messaging to move their audience through a sales cycle — changing a lead into a customer and nurturing current customers to become more brand loyal. ” Customer engagement marketing in real life. What is CEM?

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

Beyond Philosophy

APRIL 4, 2019

We also explained how the two concepts are crucial to creating brand and customer loyalty. Our global Customer Experience consultancy is named after this concept. Memory is a crucial factor for a brand, and brand loyalty, for that matter. Which Came First The Chicken or The Brand? What’s most important?

Loyalty 130

Loyalty Brands Insurance Call Center 130