CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Over 60% of them managed relatively large operations with more than $1 billion in annual revenue.

Technology 170

Technology Brands Customer Experience Omnichannel 170

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

2018 49

2018 Loyalty Brands Loyalty Programs 49

The DiJulius Group

AUGUST 17, 2021

This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article. The post 90% of Companies Have a CXO appeared first on The DiJulius Group.

2017 138

2017 2020 Loyalty Article 138

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. That’s what your loyalty program should do. – Shep Hyken. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty.

Customer Centricity 73

Customer Centricity Loyalty E Commerce Loyalty Programs 73

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. This excellent article has several ways to drive loyalty with millennials. Do not confuse the two.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

MARCH 27, 2017

Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. Which-50 ) Now is perhaps a good time to look back and consider how Sears’ struggles are similar to those of other famed brands that failed, such as Borders, Kodak and Circuit City. Follow on Twitter: @Hyken.

2017 83

2017 Article Net Promoter Score Customer Service 83

Bold360

JANUARY 19, 2017

Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017. He specializes in customer experience, loyalty and engagement.

2017 91

2017 Customer Experience Books Consulting 91

CustomerGauge

NOVEMBER 24, 2016

Defined by Harvard Business Review as “The One Number You Need to Grow”, the Net Promoter Score® is the quickest metric you can use to assess customer satisfaction and loyalty with your brand. The post What Can Brands With Low NPS Learn From The Top Performing In Their Industry? appeared first on CustomerGauge.

Net Promoter Score 100

Net Promoter Score NPS Brands 2017 100

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. Loyalty 360) Loyalty360 talked to Steven Bautista, the head of charity at Zappos, to find out more about Zappos for Good. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Take one each week and discuss it… and act on it.

2017 76

2017 Article Customer Service Loyalty Programs 76

Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. Despite a successful 2017 holiday season [i] , commentators talk of a “retail apocalypse” and stories of store closures abound [ii]. This is, in effect, a monetized loyalty strategy. Their increasing woes are a consequence of their fixation on product margins.

Retail 110

Retail Brands Banking 2015 110

ShepHyken

APRIL 3, 2017

My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Entrepreneur) What makes a brand strong in 2017? Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics.

2017 76

2017 Article Social Media Customer Service 76

Strativity

MARCH 7, 2023

Brands need a strategy that incorporates generative AI. The sudden availability of this technology has brought with it challenges and opportunities for brands of every size, and this impact cannot be ignored. Why does ChatGPT matter to brands? Consider the past 10 years you have spent cultivating your brand personality.

Brands 98

Brands 2030 Workshop Consumers 98

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend? .

2017 79

2017 Article Customer Experience Chief Customer Officer 79

ShepHyken

FEBRUARY 27, 2017

Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. The post 5 Top Customer Service Articles For the Week of February 27, 2017 appeared first on Shep Hyken.

2017 75

2017 Article Customer Service Retail 75

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 40% of customers switch loyalty because a competitor offers better customer service 2. Fortunately, most major brands have started asking their customers. But brands could be doing more. trillion 1. 2 Zendesk.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. It’s about a conversation between the brand and the customer that empowers them to pursue resolution through whichever channel is most convenient. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Social Media 75

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Currency Alliance

JUNE 11, 2019

Part of the solution is to take on some of the characteristics of a challenger bank – but that space is already crowded with lookalike competitors, and straying too far along this path may create branding problems for a venerable institution. in 2017[vii]. Indeed, banks are mostly not pursuing this strategy.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1]

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

2017 63

2017 Financial Banking 2014 63

ShepHyken

FEBRUARY 6, 2017

Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . How to Build Trust with Internal Customers by Elaine Fogel. That is “warmth.”

2017 84

2017 Article Customer Service Social Media 84

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

Retail 54

Retail Brands Fashion 2017 54

Retently

MARCH 29, 2023

The brand discovered a way to introduce a powerful battery pack into the auto market at an affordable price point, particularly for the luxury cars sector. With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. They attach a deep emotional connection to the brand.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

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

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Brand loyalty is on a steep decline, especially in electronics. Can these two co-exist? “My

2017 40

2017 Retail Entertainment Hotels 40

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client.

2020 156

2020 Contact Center Insurance 2017 156

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 40% of customers switch loyalty because a competitor offers better customer service 2. Fortunately, most major brands have started asking their customers. But brands could be doing more. trillion 1. 2 Zendesk.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. Brands unclear who should take responsibility for customer experience by Charlotte Rogers. The post 5 Top Customer Service Articles For the Week of June 5, 2017 appeared first on Shep Hyken. He is one of the true CX experts.

2017 74

2017 Article Airlines Customer Service 74

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

JUNE 11, 2017

Loyalty program announcements so far this year indicate a major sea change. To get customers re-engaged, brands are making it easier to participate in their loyalty programs and are offering enhanced ways to redeem – so customers can make use of even small amounts of points/miles.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

CloudCherry

SEPTEMBER 1, 2019

And, when asked what brand has truly wowed Matt? His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

2013 244

2013 2011 2012 2010 244

Alida

AUGUST 9, 2017

. — Kelvin (KC) Claveria (@kcclaveria) August 3, 2017. Despite all the talk about the so-called retail apocalypse , the retail futurist makes one thing clear: the store itself, the physical space owned by a brand, is not out of commission yet. .” Clarice Chin (@helloclaricec) August 3, 2017. Here are some highlights.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

ShepHyken

SEPTEMBER 4, 2017

An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life. She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. No doubt that CX is a very, very high priority!

2017 63

2017 Article Customer Service Net Promoter Score 63

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. This is where brand reputation protection comes in. Why the Need for Brand Reputation Protection? 2017 Local Search Survey ). Brand Reputation Protection: Search.

Brands 72

Brands Social Media Feedback Consumers 72

PK

JULY 25, 2019

Fostering a community with your customers is key to brand loyalty. Emotionally connected customers have a 306% higher lifetime value , which means brands have to find ways to show you care. Events have the potential to be a highlight in your customer journey and communicate your brand values in a memorable way.

Events 49

Events Retail Loyalty Seminar 49

BlueOcean

JANUARY 21, 2020

These frontline agents are knocking it out of the park for our client every day delivering exceptional service that builds brand loyalty.”. The company received a Bronze Stevie in 2017 and a Silver Stevie in 2019 in the “Customer Service Team of the Year – Recovery Situation” category. About The Stevie Awards.

2020 156

2020 Customer Service Insurance 2017 156