ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

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Customer Journey Brands Contact Center Sales 123

Oracle

APRIL 15, 2021

According to Accenture research, 83% of customers prefer to speak directly with a person rather than an automated machine service, such as interactive voice response, to resolve issues—and 52% switched their service provider within the previous year because of poor service. Customers expect a higher quality of service over speed.

2021 94

2021 Loyalty Programs Poor Customer Service Loyalty 94

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. While nearly every major U.S.

2017 79

2017 Article Customer Service Contact Center 79

Currency Alliance

DECEMBER 13, 2017

There are all sorts of articles online trying to help people understand the change in regulation and what they need to do to be ready. However, what isn’t being discussed so much is what GDPR means for customer loyalty. After all, GDPR is all about customers taking control of their data.

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Loyalty Loyalty Programs Travel 2018 40

Currency Alliance

DECEMBER 15, 2017

Customers are changing rapidly. Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch. The two types of loyalty.

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Loyalty Loyalty Programs Customer Experience Social Media 40

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Customers can be swayed by factors such as convenience, price, and product quality.

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Loyalty Programs Social Media Loyalty Innovation 64

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. What is customer retention?

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Social Media Customer Retention Customers Article 322

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer satisfaction describes how happy customers are, after using a specific product or service.

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Net Promoter Score Brands Loyalty Programs Loyalty 98

SurveySensum

JUNE 29, 2023

Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal. So, How Can You Create Personalized Customer Interactions?

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Customer Satisfaction Insights Marketing Exceptional Customer Service 52

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. The less good news? by Andrew Reid.

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Article 2022 Customer Service Customer Centricity 12

ShepHyken

JUNE 20, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Consider the example of coffee.

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2022 Article Customer Service Loyalty Programs 12

ClearAction

APRIL 13, 2023

After you nurture potential customers along their buying journey, there’s the handoff to Accounts Receivable, customer onboarding, account management, Customer Success, Customer Service, Customer Loyalty, etc. Championing brand integrity is the ideal purpose of Chief Customer Officers.

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Brands Chief Customer Officer Loyalty Programs 2023 62

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. It’s about customer service training.

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Article 2021 Customer Service Customer Service Training 17

CSM Magazine

NOVEMBER 22, 2023

In this article, we will delve deeper into the multifaceted role of Paysafe cards in businesses, exploring how they enhance accessibility, security, and international expansion while redefining the way companies engage with a diverse customer base. This seamless integration ensures a smooth payment experience for customers.

Banking 52

Banking Financial E Commerce Retail 52

BirdEye

FEBRUARY 19, 2021

These discounts can only be redeemed when a customer downloads The Saxton Group’s mobile app. Build an effective loyalty program. With a loyalty program, you can make sure that you’re always your customers’ first choice. Offer discounts and free items for customers who make repeat purchases.

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Loyalty Programs Rewards Programs Social Media Loyalty 93

SurveySparrow

JUNE 20, 2021

Lower customer satisfaction levels lead to lower retention rates, which in turn affect the revenue you generate. Companies have a hard time satisfying their increasingly demanding customers. Most customers expect to be fully satisfied by the product or service they use. Offer Personalized Customer Service.

Customer Satisfaction 52

Customer Satisfaction 2021 Social Media Loyalty Programs 52

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications.

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Customer Service Workshop Loyalty Programs Social Media 84

SurveySensum

JANUARY 18, 2024

In this article, we’ll explore seven innovative ways to supercharge your marketing strategy using SMS automation and enhance customer experience. For example, a fitness app could automatically send an SMS confirmation and reminder for a user’s booked workout class: “Hi [Customer Name]!

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Marketing Fashion Demo Customer Journey 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

delighted

JUNE 1, 2022

The customer lifetime value formula is essential if you’re looking to achieve substantial growth patterns. If you have a low lifetime value, your business may be failing to deliver on customer expectations. If you’ve got a high figure, it tells you that your customers love to shop with you. It impacts your bottom line.

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Net Promoter Score Customer Retention Loyalty Customers 71

GetFeedback

FEBRUARY 2, 2020

The goal for every business is for all of their regular loyal customers to be enough to keep the business going. Customer loyalty is at its most basic definition when customers are likely to continue to do business with you. Create a relationship with your customers. Start a customer loyalty program.

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Loyalty Loyalty Programs Rewards Programs Social Media 170

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

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Engagement Customer Experience Net Promoter Score Customer Centricity 48

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Accordingly, mature customer experience management can reduce business risk. Other articles in this series: 1.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

SurveySensum

SEPTEMBER 26, 2023

Incorporate guided walkthroughs, tutorials, help articles, FAQs, and demos to help users become familiar with the product’s interface and capabilities on their own. Implement a loyalty program where existing customers can earn rewards for referring new users to your product.

Management 52

Management Demo User Experience Measurement 52

SurveySparrow

JUNE 20, 2023

In today’s highly competitive business landscape, customer satisfaction , retention, and loyalty have become more important than ever. In this article, we have compiled 100 compelling statistics and metrics that demonstrate the crucial role customer satisfaction, retention, and loyalty play in the success of a business.

Customer Satisfaction 52

Customer Satisfaction Loyalty Net Promoter Score Loyalty Programs 52

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1. Make Every Interaction Epic!

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1. Make Every Interaction Epic!

Retail 52

Retail Customer Experience Sports Customers 52

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists. By David Harrington.

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Hospitality Travel Brands Airlines 74

Currency Alliance

DECEMBER 7, 2021

I heard it once, two weeks ago at a loyalty conference in London. Loyalty trends were being discussed, as well as what had been hot topics in prior years – some of which just faded away as fads. Most companies need to stay focused on what we call Loyalty Imperatives for this decade.

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2030 Loyalty 2022 Loyalty Programs 52

Currency Alliance

NOVEMBER 15, 2021

Commercetools partners with Currency Alliance to enable loyalty marketing in the age of composable commerce. Every company strives to build loyalty among its customers, but the methods to achieve the never-ending pursuit of loyal customers can vary widely. Furthermore, 91% of consumers want to be recognized.

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Loyalty Loyalty Programs Multi-Channel Banking 52

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. This type of mapping is useful for pinpointing gaps in customer service and uncovering areas of improvement. Identify the Company’s Goals 2.

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Customer Experience Net Promoter Score Metrics NPS 94

ShepHyken

JULY 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why B2B Customer Experience Programs Fail by Sarah Frazier. But, what if you could drive loyalty without discounting?

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Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

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Customer Service Customers 2010 Net Promoter Score 98

SmartKarrot

JUNE 3, 2022

This will help you get a better understanding of customer delights. In this article, we will discuss everything you need to know about customer insights and how they can be utilized to attain customer delight. This article will cover – What are customer insights? Why are customer insights important?

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Customer Insights Insights B2B Loyalty Programs 10

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

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Definition Net Promoter Score Customer Experience B2C 178

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

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Customer Retention Loyalty Programs Customers Social Media 28