ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This was 10 percentage points higher as compared to a similar survey conducted in 2011. Shep Hyken.

Blog 85

Blog Loyalty 2011 2013 85

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. In such a context, the extra value that a loyalty program can deliver to customers was probably meaningful to many people.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

Experience Investigators by 360Connext

MARCH 30, 2021

They affect how we perceive people, brands, products and experiences. What happens if you don’t pay attention to the details of the experiences customers are having with your brand? Not long ago, I tried to sign up for a brand’s mailing list. It went on to become a meme and elevated their brand.

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. I am going to be watching from afar to see how this move bodes for this big brand. Will this move continue to put them at the top of highly regarded brands for service or will it wreck it?

Social Media 123

Social Media Customer Service Brands 2011 123

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. However, we also firmly believe they will not be the last big company and brand name to do so.

2011 141

2011 Banking 2016 Financial 141

Beyond Philosophy

DECEMBER 19, 2016

In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation. It isn’t the only brand successfully taking this approach. Good deeds build value & loyalty. Revolutionary Thinking on Customer Loyalty. Sales soared in 2012. Recruiting Now!

Sales 141

Sales Banking 2011 2012 141

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

OCTOBER 6, 2015

According to CNN Money , Federal and state regulators found that VW (that also owns the brands Audi and Porsche) programmed some of their models to turn on the emission control feature only during tests. Breaking a Brand Promise Doesn’t Pay. A Brand Promise is at its most basic level a promise. A willful act.

2011 162

2011 Banking Consulting Government 162

Experience Investigators by 360Connext

MAY 20, 2015

Yes, it’s the actual experience you have as a customer with a particular brand or organization. Unhappy customers will harm your brand. In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. Keep advertising a brand promise that isn’t delivered. Don’t believe me?

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Personalized customer experiences drive up customer loyalty. In my experience, many companies lose their way when looking to enhance their brands through innovation.? . Innovation should be customer-centric. .

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

Michelli Experience

MARCH 15, 2017

My water fascination dates back to at least 2011 when I wrote the following…. Of course, there are those sophisticated brands like Fiji or Pellegrino. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done? I drink my share of bottled water.

2011 92

2011 2006 2015 2016 92

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Her experience spans brand, web, product design, information experience, and business process reinvention. That’s not the case at Google, but often is the case.). Communication and storytelling.

Leadership 0

Leadership Customer Experience 2013 2011 0

ReviewTrackers

JUNE 12, 2018

Farmhouse Chicago, a restaurant that’s been serving some of the best Midwestern fare in Chicago’s River North neighborhood since 2011, uses local and sustainable ingredients. Responses will build loyalty and inspire customer trust. The responses will also help build a positive online brand reputation for customers to see.

2011 91

2011 Customer Expectations Loyalty Brands 91

ShepHyken

MARCH 21, 2017

Easy to do business with has now become a greater predictor of customer loyalty than customer satisfaction. Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. Top Takeaways: If you are in a service industry, competence is the price of entry.

Workshop 81

Workshop 2011 2012 Leadership 81

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. In other words: Customer loyalty goes out the window when the service and experience is poor. “They’re too demanding; always have something negative to say and they look for discounts”.

2011 92

2011 Measurement Customer Centricity Customers 92

Retently

AUGUST 15, 2018

As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products. Many of them want to start a relationship – one based on trust and respect – with a brand.

Customer Service 105

Customer Service Social Media Exceptional Customer Service Hotels 105

Customer Bliss

APRIL 26, 2016

The team ensures that customer-facing employees are empowered and equipped with the tools, training, processes, and support they need to consistently deliver an outstanding customer experience — creating loyalty and driving growth in the process. 11:03: “There are thousands of ways you can go about customer experience.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand.

ROI 45

ROI Social Media Airlines Customer Service 45

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? In a nutshell, relationship surveys help you understand customer loyalty to your brand. Do you know why some customers tend to stay while others go?

Measurement 59

Measurement Customer Experience NPS Touchpoint 59

ChurnZero

FEBRUARY 7, 2020

These brands offer a combination of curation, convenience, cost-effectiveness, and exclusivity that keep customers coming back. billion in sales in 2016, up from a mere $57 million in 2011.” – McKinsey & Company, Thinking inside the subscription box. “An The largest such retailers generated more than $2.6 Results reign supreme.

Customer Success 64

Customer Success E Commerce 2020 E-support 64

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Feedback

NOVEMBER 24, 2016

To succeed in driving loyalty, you must understand customers better, map and analyze their interactions with your business, and determine their feelings, mood, sentiment, and opinion about your brand. . Answering these questions is no longer just an option in today’s customer-empowered world.

Customer Experience Management 53

Customer Experience Management Customer Experience Management 2011 53

SurveySparrow

SEPTEMBER 29, 2020

Great customer journeys also earn your loyalty and trust. Great brands have known this secret for a long time. There is a lot to learn from brands that offer excellent customer experiences. The brands that get good customer feedback are the ones that care. 5 Real-Life Examples of Great Customer Support.

E-support 59

E-support E Commerce Customers Webinar 59

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? In a nutshell, relationship surveys help you understand customer loyalty to your brand. Do you know why some customers tend to stay while others go?

Measurement 40

Measurement Customer Experience NPS Touchpoint 40

Optimove

NOVEMBER 14, 2019

Arc’s offering allows brands to nudge the shopper down the path to purchase by creating contextually relevant omni-channel content, engagements and experiences that extend the reach and impact of physical and digital activations to drive sales and post-transaction loyalty.

Multi-Channel 40

Multi-Channel 2008 E Commerce Sports 40

NetBase

JULY 31, 2020

By integrating doctors’ offices these drugstores could reverse any loss and possibly increase revenue, raising their brand awareness and giving pharmacy chains a stronger foothold in healthcare. In 2011 they partnered with Carson Tahoe and opened a second clinic. So, the doctor is ‘in’ at drugstores across the U.S. –

Consumers 52

Consumers 2026 Healthcare E Commerce 52

West Monroe

JULY 24, 2017

Sources: Kosinski et al 2013, Chittaranjan et al 2011, Epp at al 2011. With the institution of loyalty reward programs, the collection of purchase/transaction data took off. Analyzing Facebook likes, phone data, and typing patterns. For details see Christl and Spiekermann 2016 (p. Such online data collection is ubiquitous.

Marketing 51

Marketing 2011 Advertising Seminar 51

ShepHyken

MARCH 31, 2018

According to Bain and Company, research from 2011 indicates that when brands engage or respond to customer requests over social media, those customers spend 20-40% more on average. SocialSprout’s research claims that 89% of social media messages from brands go ignored. Social Proof. Other studies found similar results.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

Smith+co CX

JUNE 26, 2017

This is a mere blip because under Walsh’s tenure IAG has seen profits rise from €503m in 2011 to €2.5bn in 2016 and investors have seen the share price climb by 120% in four years. If I still owned BA stock, I would be selling it because any brand that loses both the loyalty of its customers and its employees can only go in one direction.

Airlines 28

Airlines 2011 2016 Brands 28

Kustomer

JULY 1, 2021

Even with long wait times, customers tend to be happier and more connected to the brand if they have a satisfying experience at the end of the interaction. “If Providing personalized service is what sets a brand apart from the competition. Did the rep solve the customer’s problem? Did they make the customer feel valued and understood?

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

LiveChat

OCTOBER 19, 2015

You might not remember, but back then, in 2011, the company decided to go green. People who think alike identify with the brand’s philosophy and support their actions. And once they identify with the brand, they will more likely become their customers. All those donation-with-purchase actions we can see on every corner.

Marketing 75

Marketing 2011 Advertising 2012 75

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. We’ve had the privilege of working with a number of brands over the last two decades to advise them on their customer experience.

2002 28

2002 2018 2017 2011 28

SmartKarrot

SEPTEMBER 3, 2021

Retention marketing is so effective that SEMRush states that a loyal customer usually spends 67 percent in their 31st-36th month on a brand rather than in the first six months of use. When your old customers return to your brand, it’s mostly to buy a product or increase sales. Leverage customer loyalty programs.

Marketing 10

Marketing Loyalty Programs Banking Customer Retention 10

Kustomer

SEPTEMBER 3, 2020

And then from there you can create the strategy and the fundamental best practices and the change management techniques…Why does our customer do business with us, and how can we increase their loyalty and work backwards from there? It’s about customer loyalty. Yeah, I mean, it’s hard to put a pin on that.

Marketing 52

Marketing Effort Score Metrics Loyalty 52