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. What role does Experience Improvement play here, and how?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Alida

AUGUST 12, 2016

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. How can marketers best engage with millennials? What are the consumer insight best practices when trying to engage millennials? How do I keep millennials engaged?

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

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

Beyond Philosophy

JUNE 9, 2015

When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall. Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. Colin is an international author of four bestselling books and an engaging keynote speaker.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. Expectations. Resolution.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? Since launching the podcast in late 2014, we’ve had the pleasure of discussing how customers matter with authors like Jackie Huba , business leaders like Gini Dietrich , social business experts like Rachel Happe , entrepreneurs like The Mafia Hairdresser , and even my brother(!)

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

OCTOBER 2, 2014

The second annual #CXDay is October 7th, 2014. We feel valued and provide loyalty in return. Empowered and engaged employees translates into lower turnover, better performance and increased profitability. The Second Annual #CXDay is October 7th, 2014. Come celebrate with us! Scroll down for more details.).

Customer Experience 297

Customer Experience 2012 2013 2014 297

CX University

MARCH 25, 2024

Personalization at Scale Personalization is becoming increasingly crucial, with businesses needing to achieve it on a grand scale to enhance customer engagement. Empathy at Scale Customer Experience professionals have been talking about empathy in CX for several years, dating back at least to 2014.

2024 52

2024 2014 Omnichannel Customer Satisfaction 52

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s an ongoing obsession. Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service 2014 Social Media 232

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. A promising trend for customer engagement has come from the community platform space. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!!

Brands 266

Brands 2013 2014 Retail 266

Oracle

APRIL 4, 2018

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. For example, let’s take a look at Tesco , a global brand renowned for its comprehensive loyalty programs. 3 Ways to Foster Loyalty.

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

Experience Investigators by 360Connext

JANUARY 30, 2015

Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014.

2013 252

2013 Customer Service E-support 2014 252

Alida

MARCH 21, 2018

Ongoing engagement with customers can help bridge this gap. Forward-thinking companies are avoiding the inherent disadvantages of NPS through ongoing engagement with their customers. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read' Are you ready to make 2015 even better?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. 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. Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

Customer Bliss

APRIL 26, 2016

We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team. Key Summary Of Discussion. ” — Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through the Business Readiness Board. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Government 66

Think Customers

NOVEMBER 2, 2014

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Marketing Voice of the Customer 20141to1mediacustomerchampions 2014customerchamps customerexperience' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2014 70

2014 2004 Events Loyalty 70

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Quantifying the economic value of increasing customer loyalty. Increasing Employee Engagement. To register for the Orlando, FL program, October 21-23 2014, visit this link.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

Experience Investigators by 360Connext

OCTOBER 6, 2014

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. Blog Culture Customer Experience Featured employee engagement leadership linkedin' Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

CSM Magazine

DECEMBER 8, 2015

The full Customer Loyalty Index ‘Top 10’ is: Apparel Retailer / Share of Mentions. has published a full list revealing the Top 35 retailers named by consumersin its new 30-page report on the survey, ‘Knowing them, knowing you – shopper perspectives on engagement, loyalty and personalisation in apparel retail’. Next 9.6%.

Loyalty 40

Loyalty Apparel Retail 2014 40

Think Customers

OCTOBER 24, 2014

In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperiencechampions customerexperienceprograms forrester' 1to1Media.com/weblog.

Culture 102

Culture Customer Experience 2014 Loyalty 102

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image Credit: Jason Hargrove via Creative Commons.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

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

Experience Investigators by 360Connext

MARCH 24, 2015

curtis kopf (@ckopf1) March 20, 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Comm100

FEBRUARY 19, 2014

Proactively engaging website visitors indicates a willingness to deliver a great customer experience which can certainly lead to customer loyalty and long term customer relationships. Chat Away in 2014. The post Accessibility is Key to Customer Satisfaction in 2014 appeared first on Comm100 Blog.

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Think Customers

APRIL 10, 2015

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy cxstrategy cxsuccess forresterpredictions'

Telecommunications 79

Telecommunications 2014 Roadmap Consulting 79

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. Why is B2B Customer Retention Important?

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

Think Customers

NOVEMBER 7, 2014

2014 wasn''t a good year to be average. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperiencepredictions forresterpredictions futureofcx' So if your CX is average, it''s just not good enough to win, serve, and retain customers. 1to1Media.com/weblog.

2007 88

2007 2015 2014 Loyalty 88

Think Customers

MARCH 17, 2015

According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. 1to1Media.com/weblog.

Chief Customer Officer 85

Chief Customer Officer 2014 Customer Centricity Loyalty 85