Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

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2017 NPS Net Promoter Score B2B 106

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. This article presents the case that customers go through five specific stages that lead them to loyalty. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

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2017 Article Customer Service Contact Center 87

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

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Loyalty Marketing Loyalty Programs Banking 98

ShepHyken

JANUARY 9, 2017

Building Long Term Customer Loyalty in Disposable Times by Deborah Shane. My Comment: Loyalty is about long term relationships. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker. It starts with getting the customer to come back next time.

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2017 Article Customer Service Loyalty 80

ShepHyken

FEBRUARY 13, 2017

Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. Here’s how tech can help with consumer loyalty by Adam Croxen. My Comment: Customer loyalty programs have come a long way.

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2017 Article Customer Service Loyalty Programs 81

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

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2017 Metrics 2011 Customer Experience 91

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. The Huffington Post) Practical lessons any business could learn from the way big and successful companies have nurtured and retained their customer base by inspiring loyalty.

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2017 Article Customer Service Customer Service Training 69

Experience Matters

JUNE 12, 2017

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].

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2017 Loyalty Measurement Customers 64

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. Jeanne Bliss: So a couple of things, customer experience for me is four things, earning the right to growth, earning not getting growth, not going to get loyalty, but earning the right to growth through improving customers lives.

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Michelli Experience

DECEMBER 27, 2016

In 2017, why not set a new standard for experience delivery? Here’s the question – which 10% of your customers are you willing to dissatisfy? How about not settling for 90% satisfaction level but “perfect” experiences – flawless and caring ones which are delivered to every customer, every time – NO EXCUSES!

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2017 Hotels Leadership Customers 89

Bold360

JANUARY 19, 2017

We love her recent blog on what CX will look like in 2017. He specializes in customer experience, loyalty and engagement. Chip recently chatted with us about focusing on real-time analytics for 2017. His area of expertise is customer loyalty. Bill Quiseng. billquiseng. |. Dennis Snow. DennisSnow. |. Jackie Huba.

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2017 Customer Experience Books Consulting 91

CustomerGauge

MAY 9, 2017

This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […]. The post Building Superior Customer Loyalty with Sciformix appeared first on CustomerGauge.

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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.

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2017 Article Customer Service Loyalty Programs 76

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.

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2017 Events Customer Experience Customer Journey Mapping 50

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. consumers.

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Net Promoter Score 2017 NPS Insurance 53

ShepHyken

APRIL 17, 2017

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. Knowing the Difference Between Loyalty and Retention Programs by Keith O’Brien. Do not confuse the two. Follow on Twitter: @Hyken.

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2017 Article Social Media Customer Service 79

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. This year’s show will focus on today’s most pressing customer service topics: the use of bots, omnichannel vs. multichannel support, CSAT improvement and customer loyalty.

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ShepHyken

MARCH 27, 2017

5 New Rules To Winning The Customer Loyalty In The Digital Age by Shama Hyder. Forbes) Traditionally, the approach to creating customer loyalty has had a particular formula and countenance. My Comment: Loyalty in the “digital age”… is it really that different from any other age? Follow on Twitter: @Hyken.

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2017 Article Net Promoter Score Customer Service 83

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. The post 5 Top Customer Service Articles For the Week of May 22, 2017 appeared first on Shep Hyken. — caring, respect, appreciation and praise. Follow on Twitter: @Hyken.

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2017 Article Customer Service Airlines 82

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? .

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2017 Article Customer Experience Chief Customer Officer 79

Experience Matters

APRIL 10, 2017

We just published the 2017 Temkin Forgiveness Ratings. Every organization makes some mistakes, so an important area of loyalty is […]. Every organization makes some mistakes, so an important area of loyalty is […]. It uses feedback from 10,000 U.S. pdf)) after they make a mistake.

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2017 Loyalty Consumers Feedback 63

Experience Matters

JUNE 12, 2017

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].

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2017 Loyalty Measurement Customers 48

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.

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2017 Article Social Media Customer Service 76

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.

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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.

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Customer Centricity Loyalty E Commerce Loyalty Programs 73

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. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. trillion 1.

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2017 Customer Experience Return on Investment Competitive Advantage 51

Middlesex Consulting

MARCH 6, 2017

In their February 23, 2017 post “Customer Experience Leads to Recommendations (Charts for 20 Industries),” the Temkin Group published two figures, which are the subject of this post. The Temkin Group loves to publish insightful information that is very important and easy to get your head around.

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Loyalty Customer Satisfaction Transportation Definition 60

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number. .” Smartphones are the Secret Weapon by Ken Kunz. ” The knowing and liking is easy.

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2017 Article Customer Service Social Media 75

ShepHyken

FEBRUARY 20, 2017

7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. My Comment: This short article includes a list of six ways to drive customer loyalty. I have two favorites. Isn’t that what they want?

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2017 Article Customer Service Contact Center 84

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. … or be swept back by the tide as the competition races forward.

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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.

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2017 Financial Banking 2014 63

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. Follow on Twitter: @Hyken.

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2017 Article Customer Service Retail 75

ShepHyken

FEBRUARY 6, 2017

There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . My Comment: According to this article, there is one quality that will help build trust and loyalty with your customers more than any other. The post 5 Top Customer Service Articles For the Week of February 6, 2017 appeared first on Shep Hyken.

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2017 Article Customer Service Social Media 84

Talkdesk

OCTOBER 23, 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. This is where we move from customer satisfaction to customer loyalty. This is true in life as well.

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2017 Customer Experience Government Loyalty 40

CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. Customer insight.

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2017 Customer Experience Customer Journey Mapping ROI 40

ShepHyken

MAY 15, 2017

3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty. This short article has three excellent ideas that focus on client loyalty. If you don’t subscribe to his blog, you should. And, who doesn’t want that!

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2017 Article Customer Service Airlines 69

Talkdesk

OCTOBER 23, 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. This is where we move from customer satisfaction to customer loyalty. This is true in life as well.

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2017 Customer Experience Government Loyalty 40