Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : Customer Loyalty is Alive and Well : Can we just stop trying to relabel “customer loyalty” as “customer engagement?” The top 10 B.O.B.

2014 76

2014 Metrics Net Promoter Score Blog 76

Currency Alliance

OCTOBER 31, 2022

A recent article on PhocusWire helpfully outlined a range of security vulnerabilities common to loyalty programs. Most loyalty program operators now recognize the urgency of improving their platform security, but are still unsure how to proceed. the loyalty rule(s) that should be applied.

Travel 52

Travel Loyalty Loyalty Programs Banking 52

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. Competition in the marketplace is fierce.

Brands 109

Brands Net Promoter Score 2011 2014 109

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

Oracle

APRIL 4, 2018

As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. Loyalty is a data-driven ecosystem, so that’s hugely powerful.””

Brands 54

Brands E Commerce Retail Loyalty 54

Tricia Morris

JUNE 4, 2015

presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Would you say that Brand X is honest and trustworthy, or not? Would you say that Brand X cares about the need and problems of people like you?

Brands 94

Brands Customer Service Net Promoter Score 2016 94

Experience Investigators by 360Connext

JANUARY 30, 2015

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

2013 252

2013 Customer Service E-support 2014 252

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Real Brand Engagement : Marketers will link ? Real Brand Engagement : Marketers will link ?engagement? to how well the brand is perceived versus its? This year, Robert again put together his proposed trends for the upcoming year.

2015 68

2015 Brands 2014 Retail 68

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. We’ll get into further detail later: Brand. The Seven Work Streams.

Customer Experience 154

Customer Experience 2014 2016 2012 154

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. The post Guest Blog: Reasons Why Eco-entrepreneurs Succeed in Winning Customer Loyalty appeared first on Shep Hyken. Shep Hyken.

Blog 85

Blog Loyalty 2011 2013 85

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Prevent customers from making negative associations with your brand by creating positive microinteractions. Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Social Media ninjas?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season was all but a distant memory. It''s the first time we''ve benchmarked brands using the next generation CX Index methodology that we announced in June of 2014 (the Sox lost to Seattle that day 8-2, but at least one good thing happened!). measure CX.

2015 103

2015 2014 Customer Experience Measurement 103

Currency Alliance

APRIL 11, 2018

On evidence, true customer loyalty is won through projecting self-assuredness, generosity and boldness through your brand. Consumer brands used to mistake this for loyalty. Realizing that it wasn’t loyalty after all, has left them hot under the collar. Consumers love confidence. This really turns people off.

Consumers 45

Consumers Brands Loyalty Loyalty Programs 45

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. How customers feel about a brand affects their loyalty to it.

2014 167

2014 Books 2016 Loyalty 167

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season is all but a distant memory. It''s the first time we''ve benchmarked brands using the next-generation CX Index methodology that we announced in June 2014. To hit a home run, the 299 brands we studied had to do more than make customers happy.

2015 97

2015 2014 Customer Experience Measurement 97

CSM Magazine

DECEMBER 8, 2015

Marks & Spencer has topped a poll to find out to which clothing brand or retailer UK shoppers are most loyal. The survey, conducted by apparel fit preference specialist Fits.me, asked over 2,000 UK adults to identify up to three clothing brands or retailers to which they consider themselves most loyal. M&S 12.0%. Next 9.6%.

Loyalty 40

Loyalty Apparel Retail 2014 40

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. Published on: November 01, 2017.

Brands 49

Brands Customer Experience 2017 2016 49

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. This isn’t really about your brand yet. Some of this has to do with where the journey actually begins and ends. Don’t fool yourself!

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

Alida

MARCH 21, 2018

Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. At Vision Critical, our experience working with thousands of brands tells us that a relationship-based approach to customer intelligence delivers better research and customer experience, and independent research backs this up.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Retently

MAY 9, 2024

Investing in customer-centric cultures, using data-driven insights for strategic decisions, creating impactful loyalty programs, and leveraging customer feedback for continuous improvement are essential strategies for successful long-term customer retention. Make your loyalty programs flexible and responsive to the needs of your customers.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Enough about our teacher, on to the lesson….

Brands 56

Brands Magazine 2014 Entertainment 56

NetBase

AUGUST 4, 2020

Sometimes the next big thing for a brand is found in the places where there is a small amount of buzz, but not enough to make it immediately identifiable. Competitive intelligence that identifies new opportunities for your brand. Using social listening to solve consumer and brand concerns. Understanding White Space.

Social Media 83

Social Media 2014 Consumers Brands 83

Forrester

JULY 22, 2015

In 2014, Forrester analyzed CX Index data to see which of the three dimensions of CX quality matters most to customer loyalty - effectiveness, ease, or emotion. We found that emotion, how an experience makes the customer feel, has a bigger influence on their loyalty to a brand than either of the other two factors.

2014 111

2014 2015 Loyalty Customers 111

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.

Customer Experience 93

Customer Experience 2014 Loyalty Customer Experience Management 93

Maru Group

NOVEMBER 28, 2018

Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Year-on-year, brand advocacy across retail websites is down. Black Friday does little for future loyalty. The impact on customer experience.

2018 45

2018 Loyalty Retail Events 45

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. 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

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Service Untitled

MARCH 24, 2014

In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key. And why does this happen?

Loyalty 58

Loyalty 2005 Loyalty Programs Rewards Programs 58

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging.

Social Media 167

Social Media 2015 Innovation 2014 167

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. Customers no longer rely on a brand’s reputation to gauge the value of a product.

Sales 172

Sales 2013 2014 Insights 172