Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] The loss aversion was in effect as well when several major US banks (e.g.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JUNE 29, 2015

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.

Consumers 102

Consumers Wireless Banking 2013 102

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 55

CEM Customer Experience 2007 2011 55

Lumoa

SEPTEMBER 16, 2022

In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. The recent pandemic has greatly influenced how consumers think and decide. Surely, your promoters must stay as promoters.

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

CloudCherry

AUGUST 9, 2018

Since there is no magical moment that defines the whole experience with a brand, brands must look at customer experience as a sum of interactions and understand that customers’ loyalty is a direct result of all of these interactions combined. For example, in a bank, is teller friendliness more important than the speed of service?

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Experience Matters

APRIL 7, 2015

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. The result: happy, loyal customers. For more information, visit www.clarabridge.com.

2015 97

2015 Multi-Channel 2014 CEM 97

SurveySparrow

OCTOBER 25, 2019

This is an excellent strategy to increase customer loyalty and turn them into your brand ambassadors. During the occupy wall street movement, Mark Hamilton, a suburban dad in New York wrote an anti-foreclosure message in front of Bank of America branch in chalk. CEM tools are part of every business that desires growth.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Customer Alignment

DECEMBER 18, 2017

From our own work helping organisations deliver experiences that customers will cherish and value, and as consumers ourselves, we have seen streamlining of customer experiences. Until now, it has been too time consuming and costly to analyse this data. Depending on the source you read, 80-95% of customer data is unstructured.

2017 45

2017 2018 Chief Customer Officer NPS 45