Experience Investigators by 360Connext
NOVEMBER 26, 2014
If your customers mistreated, ignored, unappreciated or neglected when everything is going as expected, how will they feel when you need to make a withdrawal from the relationship bank? It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. However, there are conditions.
Experience Investigators by 360Connext
OCTOBER 2, 2014
As customers, we are aware when experiences go really well or really not well. According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. We feel valued and provide loyalty in return.
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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.
Optimove
AUGUST 15, 2023
As a result, most of us are no strangers to scanning QR codes to pay for goods at the till, grab in-store discounts, reap loyalty rewards, and see what’s on the menu (52% of the one million+ restaurants in the United States use QR code menus). Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning.
Maru Group
FEBRUARY 7, 2022
As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages. However, it is the seamless customer experience that keeps customers engaged long-term, shifting transactions from traditional credit card providers to BNPL ecosystems.
Experience Investigators by 360Connext
MARCH 30, 2021
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” ” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them.
Customer Guru
AUGUST 21, 2018
He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.
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