Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Tricia Morris

NOVEMBER 13, 2015

Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock pot. For November and December 2015, U.S. Will Your Brand Be on the Customer’s Naughty or Nice List? will rise between 6 and 8% this year. billion holiday haul.

2015 77

2015 Customer Service E Commerce E-support 77

CloudCherry

DECEMBER 20, 2017

Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. They also had fewer options, both in terms of brands but also resources to obtain information. Additionally, brands had fewer ways in which to connect with customers. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

Tricia Morris

AUGUST 4, 2015

brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. brands are losing approximately £7.7 brands are losing approximately £7.7 Download the 2015 U.K. With more than 60% of U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Influitive

OCTOBER 11, 2015

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. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

transcosmos Information Systems

MAY 25, 2015

It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. Faster everything.

2015 82

2015 Multi-Channel Social Media Definition 82

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

FEBRUARY 22, 2017

We believe that the second definition is the most useful in the context of the brand-customer relationship. It’s not even based on the number of interactions you have with them. billion in 2015 —up 12 percent from the previous year. As I discuss above, interactions alone don’t showcase the true value of relationships.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. This way, they stick with the brand, increasing profitability and reputation. Customer satisfaction directly impacts brand reputation, referral programs, conversion rates, and revenue.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. The surveys showed that an increase in brand transparency was directly correlated to the company’s long-term sustainability within its market share. In our digital age, brand transparency is indistinguishable from social honesty.

Brands 69

Brands Social Media Airlines 2015 69

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

QuestionPro Audience

JANUARY 3, 2018

A good mobile app adds to the customer experience, and creates brand loyalty. In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015.

Travel 117

Travel 2018 Airlines Books 117

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. Some brands have a certain reputation for going above and beyond in customer service. Per USA Today , this year’s Cyber Monday booked $3.45

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

CSM Magazine

JULY 29, 2015

The reason for this is quite simple, brands no longer have a choice. Customer experience can make or break a brand, with consumers now elevated to a position where they are empowered to either evangelise or antagonise a brand via the proliferation of Social Media avenues available to them.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. Restive guests: understanding hospitality loyalty. Getting your hotel in order.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. What will she bring back with her in the CXI® Evidence bag?

Events 223

Events Customer Experience Webinar Telecommunications 223

Beyond Philosophy

DECEMBER 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S., Time and Effort.

2002 153

2002 2017 Customer Centricity Consulting 153

Experience Investigators by 360Connext

NOVEMBER 20, 2014

B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management' More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

West Monroe

MARCH 27, 2017

While this number dropped from 6,270 FDIC-Insured banks in September of 2015, total assets actually increased from $15.8 trillion in 2015 to $16.7 Through automated and timed reports, interactive dashboards, and workflows that allow you to work smarter and not harder, you strengthen your bond within your own teams.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. These are: 1.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Second to None

FEBRUARY 22, 2019

While the illusiveness of emotions can avert businesses from recognizing their significance, learning how to interpret and apply customers’ emotions towards improving your services will greatly improve your CX and increase loyalty. At the end of the day, numbers and metrics represent the relationships between people and your brand.

Customer Experience 54

Customer Experience Voice of Customer Reference 2015 54

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. Why are customer unhappiness levels so high? What Is the Customer Journey?

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Beyond Philosophy

OCTOBER 24, 2016

Interaction: Does the company deliver on your needs? Resilience: Do they have a higher brand purpose, meaning a desire to make customers’ lives better? The team then came up with a point system to rack and stack over 43,000 brands across 36 markets. A halo-effect is a lot like your brand reputation. Pampers had 149.9

Insights 167

Insights 2015 Books 2016 167

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! This article emphasizes taking out that mechanical feel to support, and begin thinking of the customer as a person in this interaction and not as a chain of demands.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Beyond Philosophy

JUNE 21, 2015

Without this foundation of trust between employer and employee, there can be no ambassadors, and these ambassadors are a key factor in creating the Customer Experience you want for your brand. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. I always say that happy Employees make happy Customers.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

Provide Support

JULY 12, 2016

When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered. Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand. © 2003 - 2015 Provide Support LLC. The numbers are quite impressive. Read more.

2003 47

2003 2015 2016 Loyalty 47

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Beyond Philosophy

SEPTEMBER 29, 2015

And also, what a poor UX means to your brand. And that reflects poorly on the brand that bought the ad and the site running it. At the risk of stating the obvious, forcing your message down a user’s throat is not the way to build brand loyalty. Ad blocking isn’t a new concept. The two aren’t that different, after all.

Wireless 139

Wireless Advertising 2015 Reference 139

Ecrion

MAY 17, 2019

While they can make processing quicker and job sites safer, these technologies also play another important role: ai in customer experience is transforming the way companies interact with their customers. In 2015, that number jumped to 81% and continues to rise. How do you know what to suggest? Artificial intelligence can get you there.

Customer Experience 64

Customer Experience E Commerce E-support Customer Journey Mapping 64

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction. Customer service is no different.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. It’s about rendering more of our lives into data in real-time—where we are, what we like, with whom we interact, what and when we buy and more. The big data hype is officially dead. We’re only human, after all.

2010 160

2010 Social Media 2016 2013 160

Currency Alliance

MAY 29, 2017

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. But this has nothing to do with their loyalty to brands. But make no mistake. But to do so you have to play by their rules.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49