OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement. Gain clarity on cost.

2016 98

2016 Innovation Return on Investment Airlines 98

Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Customer loyalty programs are a great way to produce long-lasting relationships with customers. Why aren’t they happy? Communicate.

2016 45

2016 Customer Engagement Engagement Social Media 45

ShepHyken

OCTOBER 31, 2016

Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? I call them customer loyalty killers. The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. Second to that is hiring the right people to execute. (IBM)

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

OCTOBER 24, 2016

Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. Obviously, that’s easier said than done.

2016 119

2016 Article Customer Service Government 119

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2016 112

2016 Connections Customer Experience Customer Experience Professionals 112

ShepHyken

DECEMBER 26, 2016

Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service. 5 ways to build customer loyalty by Laura Loughran. Building lasting customer loyalty requires a multifaceted analytical approach.

2016 83

2016 Article Chief Customer Officer Customer Service 83

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

2016 56

2016 Customer Experience ROI Download 56

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. WHY CUSTOMER LOYALTY IS IMPORTANT. I’ll see you next week.

Loyalty 122

Loyalty Call Center Hospitality 2016 122

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

2016 59

2016 Customer Service 2017 Contact Center 59

ShepHyken

JUNE 20, 2016

My Comment: While this excellent article talks about making customer service more personal, I would say another word to describe the concepts are about being more engaging. Here are six ideas that will make customer service both more personal and engaging. The big take away is the level beyond customer loyalty, which is desire.

2016 78

2016 Article Customer Service Loyalty Programs 78

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Social media ROI, loyalty and the customer experience by Chris Teso.

2016 103

2016 Article Social Media Customer Service 103

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. It’s a brand builder. Follow on Twitter: @Hyken .

2016 83

2016 Article Social Media Customer Service 83

OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement. Gain clarity on cost.

2016 60

2016 Innovation Return on Investment Airlines 60

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience. What is Customer Engagement.

Customer Engagement 93

Customer Engagement Engagement Marketing Social Media 93

ShepHyken

MAY 30, 2016

LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. 5 Practical Tips For Increasing Customer Loyalty by Vahagn Aydinyan . My Comment: Here is a great list of simple and practical tactics that will help drive customer loyalty.

2016 72

2016 Article Customer Service Competitive Advantage 72

Michel Falcon Experience

APRIL 22, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. As the saying goes, Customer experience is marketing!

Loyalty 79

Loyalty Customer Service Call Center Customers 79

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. As the saying goes, Customer experience is marketing!

Loyalty 79

Loyalty Customer Service Call Center Customers 79

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. However, to drive loyalty you need to go beyond that, as Forrester Research, points out in its paper The Whole-Brained Design Of Signature Moments.

Loyalty 49

Loyalty Insurance 2016 Contact Center 49

ShepHyken

SEPTEMBER 26, 2016

Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken .

2016 121

2016 Article Customer Journey Mapping Customer Service 121

ShepHyken

JULY 19, 2022

Companies identify customers who demonstrate brand loyalty, knowledge, and skills to help other customers. It is a way to support the volume of engagement in a cost-effective way.” Her passion for “customer & client first” and her constant drive for innovation led her to co-found Limitless in 2016.

2016 126

2016 Contact Center Brands Customer Service 126

Experience Investigators by 360Connext

FEBRUARY 23, 2015

To that end, all GM cars will have in-car wifi by the end of 2016. 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.

Innovation 262

Innovation Consumers Social Media 2016 262

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. Relationship marketing focuses on growing a business by building brand loyalty, improving customer retention, and, ultimately, increasing customer referrals.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Are you a loyal employee?

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

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

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

Think Customers

DECEMBER 8, 2015

As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. percent or less next year.

Engagement 75

Engagement 2016 Employee Experience Blog 75

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. Companies need to engage with customers to find out how brick-and-mortar stores can help enhance the overall customer experience.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Talkdesk

MAY 5, 2016

Here are five reasons why you should come to Opentalk 2016 : 1. We’re keeping the event purposefully small to give everyone the opportunity to chat and engage with like-minded business leaders that want to learn from their peers and discover best practices for fostering customer loyalty throughout the customer journey.

2016 40

2016 Customer Centricity Events Presentation 40

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg. Final thoughts on experiential retailing.

Retail 167

Retail Apparel E Commerce 2016 167

LiveChat

OCTOBER 31, 2019

4 automation strategies to improve customer loyalty. Track engagement, leads, and conversion so you understand how each campaign is performing. Gather visitors’ information or make product recommendations through conversational selling techniques to deliver a relevant and engaging experience. Marketing automation.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. The smartphone has forever altered customer engagement. However not all of them have mastered customer engagement ‘in the moment’ They really need to, however. It’s been that way since the beginning of 2016.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

Currency Alliance

DECEMBER 21, 2016

They’ll be able to integrate their loyalty program, too – collecting loyalty currency and using coupons. The future of customer loyalty is mobile. One of the reasons why those behind this study expect such significant growth is the fact that mobile payments will include loyalty integration. With skepticism.

Loyalty 40

Loyalty Loyalty Programs 2015 2020 40

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

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support.

2016 0

2016 Customer Service Social Media 2015 0

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 40

Contact Center 2016 Insights Banking 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40