Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty. customer experience measurement. customer loyalty. measure CX.

2015 97

2015 2014 Customer Experience Measurement 97

Experience Investigators by 360Connext

MARCH 25, 2015

They earn this right by creating desire, not loyalty. Loyalty isn’t. Jeannie Walters (@jeanniecw) March 24, 2015. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. It’s a great distinction.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

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

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” Loyalty usually refers to a strong sense of support or allegiance. A customer who comes back for more.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

ProProfs Chat

APRIL 16, 2020

What this inadvertently impacts is customer loyalty towards your brand. To bring this pervasive problem closer to home, the Hispanic population in the United States grew by 50% between 2010 and 2015 as per the U.S If you can’t measure it, you can’t improve it. 3: Boosts Customer Loyalty. Census records.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. When you measure things wrong, you get wrong results,” Rick Parrish, Forrester analyst and the report’s author, tells MediaPost.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! The Everything Expectation : Brands will need to accurately measure unarticulated and constantly-expanding emotional consumer expectations in order to provide significant advantages to engage, delight, and profit.

2015 68

2015 Brands 2014 Retail 68

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The loyalty industry still operates mostly on tightly-integrated legacy technology platforms, in which changes are slow and expensive.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

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. How To Measure The Value of Advocate Marketing.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Second to None

MAY 15, 2018

It’s self-explanatory that brands which build strong customer loyalty , never fail to deliver on their promise and work hard to improve their products are rewarded with positive brand equity. How to measure brand equity? Types of brand equity. Brand equity can be positive or negative. distrust social media.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

Tricia Morris

OCTOBER 9, 2015

On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey). UKCSI Customer Satisfaction Index).

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction? While it feels like an abstract metric, it certainly is not.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line.

2015 97

2015 Multi-Channel 2014 CEM 97

Kayako

MARCH 21, 2022

There are measurable steps companies can take to improve customer service. Investments in customer service can boost brand loyalty and revenue growth. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Now for the good news!

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

Alida

FEBRUARY 22, 2017

billion in 2015 —up 12 percent from the previous year. Many systems, such as CRM, measures the number of transactions a customer has with a brand. Loyalty program software does something similar, tracking how much people spend with a company. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Much has been made of customer apathy around loyalty programs in recent years.

Loyalty Programs 40

Loyalty Programs Loyalty 2015 Customers 40

Talkdesk

AUGUST 20, 2015

This presents a significant challenge for modern companies, who must adapt to provide a better customer service experience or risk eroding loyalty, losing revenue and contributing to the growth of competitor companies. Without service, you don’t have loyalty and you can’t build organic growth.”.

Loyalty 53

Loyalty Customer Experience Webinar Call Center 53

2020 Research

SEPTEMBER 1, 2022

Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions. In this article, we’ll walk through five takeaways we found in our 2022 US Banking Industry Loyalty Report , so you can better understand how to maintain brand trust: Share the “Why” Behind Your Business’ Purpose.

Brands 52

Brands 2022 Banking Advertising 52

BirdEye

APRIL 24, 2023

It’s measurable. Goals: Inbound marketing aims to establish long-term relationships and brand loyalty. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. These objectives should align with your overall business goals and help you track progress and measure success.

Marketing 93

Marketing Social Media B2C Advertising 93

Beyond Philosophy

NOVEMBER 28, 2016

What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior for both stakeholder groups. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Engagement 145

Engagement White Paper 2015 Consulting 145

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. What is Customer Experience Maturity?

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

delighted

OCTOBER 5, 2021

Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time. That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important?

Metrics 87

Metrics Net Promoter Score Customer Service Effort Score 87

Forrester

NOVEMBER 2, 2016

To find out, in 2016, Forrester used its Customer Experience Index ( CX Index TM ) methodology to measure and benchmark the CX of 72 India brands across eight industries. Forrester's CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty. For example, Read more.

2016 80

2016 2015 Customer Experience Measurement 80

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 One of the most valuable assets to your Banking CRM is the ability to measure results within your Sales teams and overall business. trillion in 2016.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. This is no great surprise: CNN Money ranked Spirit 10th out of 10 airlines rated for customer satisfaction in 2015. The Wall Street Journal has released its annual scorecard of U.S.

Airlines 122

Airlines Travel 2015 Culture 122

Currency Alliance

OCTOBER 11, 2018

By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi.

Hotels 40

Hotels Hospitality Loyalty Travel 40

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! There’s so many things to measure and tweak to optimize support for your customers. This article will walk you through many different levels of customer loyalty.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. As my fourth post in a series of nine about our Naïve to Natural assessment looking at the different parts of the organization contributing to Customer centricity, let’s take a closer look at Measurement.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Forrester

SEPTEMBER 29, 2016

The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We found that between 2015 and 2016, the Canadian customer experience stagnated. Score changes at the brand level were remarkably minimal.

2016 87

2016 Wireless Customer Experience 2015 87

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Kustomer

AUGUST 3, 2021

Study Further Finds That Centralizing CX Operations And Use of Automation and Intelligence Provides Measurable Value To Brands. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen.

ROI 98

ROI Net Promoter Score E Commerce Return on Investment 98

Beyond Philosophy

NOVEMBER 24, 2014

This technique can require detailed research including Implicit-Association Tests (IAT), which is a test that measures the strength of the association between concepts and memory, or a Functional Magnetic Resonance Imaging (fMRI), a technique for measuring brain activity in response to stimulus.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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

Forrester's Customer Insights

APRIL 8, 2015

Wonder how your loyalty strategies compare to others in the industry? As a refresh to our 2012 benchmarks , we invite you to take part in our 2015 Customer Loyalty Benchmark survey. If you manage or make decisions about your company's customer loyalty initiatives, we want to hear from you. Customer Insights'

Loyalty 30

Loyalty 2012 2015 Loyalty Programs 30

Beyond Philosophy

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Putting customers at the center of everything you do is essential to providing the Customer Experience that fosters brand advocacy and loyalty.

2002 153

2002 2017 Customer Centricity Consulting 153