Forrester's Customer Insights

SEPTEMBER 5, 2018

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. Taking a step […].

Connections 115

Connections Customer Experience Brands 2018 115

Forrester's Customer Insights

JULY 16, 2020

COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. Alyson Clarke and I have been interviewing financial services experts around the globe as part of our upcoming research report on the future of banking. We see four clear themes forming in the research.

Banking 35

Banking Financial Connections Brands 35

SurveySparrow

JUNE 28, 2023

It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Feedback 62

Feedback Social Media Banking Insights 62

BirdEye

NOVEMBER 20, 2023

Yotpo Yotpo leverages customer reviews to boost referral efforts. It offers features like visual marketing tools and loyalty program integration to enhance the customer experience. TapMango TapMango provides a loyalty and referral program designed for in-store interactions, which makes it ideal for brick-and-mortar businesses.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage.

Financial 69

Financial Banking Customer Centricity Workshop 69

C Space

FEBRUARY 12, 2020

What is the basic thesis of “Identity Loyalty”? Identity loyalty really pushes marketers to think beyond repeat purchase. Traditionally, people define “loyalty” as someone buying the same thing over and over again. Here’s the thing that’s really interesting in identity loyalty. It connects on an individual level.

Brands 52

Brands Marketing Sports Net Promoter Score 52

SurveySensum

MARCH 15, 2024

To guarantee that companies of all sizes can benefit from the power of feedback, they have paired an enterprise-grade platform with a range of specialist market research and customer experience solutions. Best Features It has an expertly constructed question bank to pose precise queries.

2024 52

2024 Marketing Demo NPS 52

Optimove

SEPTEMBER 28, 2022

First introduced by – you guessed it – Apple back in 2013, today beacons are used by savvy retail brands looking to connect with customers in a specific location with a pitch-perfect offer, most typically when they’re in a certain area of your store. Connect Directly with your Customers in Real-Time.

Retail 52

Retail Brands Marketing Sports 52

C Space

FEBRUARY 12, 2020

And there’s a good chance they’ll have a stronger emotional connection with the Fender brand, too. One of the big lessons or advantages in this new business model is that you have a two-way relationship with your customers. We can launch a beta product and iterate and improve with customer insight all of the time.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. Remember when customers were limited to using the telephone if they wanted to contact businesses? Takeaway: Want to grow your business without breaking the bank? A stream of new ideas.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

John Paul

OCTOBER 22, 2018

For 10 years, John Paul has been supporting large brands in the automotive sector with different tailor-made loyalty solutions and continues to develop its expertise in this area. Today, the automotive industry represents a major part of the Group’s sales, and is the second formal sector for John Paul, after banking & insurance.

Automotive 40

Automotive Transportation Travel Banking 40

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. You’ll find that measuring and tracking customer satisfaction scores leads to increased repeat business and brand loyalty. Inspire Brand Loyalty. CSAT Advantages.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

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.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

InMoment XI

NOVEMBER 15, 2023

It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business. By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty.

Insights 324

Insights E Commerce Customer Experience E-support 324

Qualtrics

NOVEMBER 19, 2019

“It’s great to be able to surprise and delight your audience, but that doesn’t necessarily add up to greater loyalty. More from Matt: To encourage customer loyalty, start by discouraging disloyalty. People who succeed in HR today are curious about the business and can directly connect the work they’re doing to business goals.”.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

SurveySensum

MARCH 3, 2022

If you are looking for a top-notch AI-powered voice of the customer tool, SurveySensum is your right choice. It helps you conduct the research to understand the voice of your customer seamlessly. It measures customer loyalty and sentiments by listening to your customers, understanding their expectations, and closing the loop.

Multi-Channel 52

Multi-Channel Feedback Touchpoint Customers 52

SmartKarrot

JUNE 2, 2022

Here are eight inspiring B2B customer experience examples. HubSpot offers one of the best customer experiences for a B2B brand. Their proactive support includes the use of chatbots to connect with customers. Customers can find what they need and also know where to ask any questions they have. contact-form-7].

B2B 10

B2B Customer Experience B2C Omnichannel 10

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Features of an API-first loyalty platform. Thus far, Version 3.0

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

SurveySensum

JULY 14, 2020

A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. She has an accumulative experience of 16 years in the Audit and Banking industry. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. putting the customer at the center of your business model.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

SmartKarrot

AUGUST 22, 2022

The voice of the customer (VOC) combines customer feedback and insight, allowing organizations to understand how their customers view them. VOC is often used in marketing, product development, sales, customer service, and management. Voice of the Customer (VOC) is a critical component of any marketing strategy.

Definition 10

Definition Social Media Banking E Commerce 10

Currency Alliance

MARCH 21, 2019

Loyalty systems were some of the first marketing technology, dating back 35 years. Making the same progress in loyalty has been much more difficult. The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. Points Bank. Loyalty Rules Engine. Campaign Management.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. The customer experience has evolved. Why hasn’t loyalty? The result has been impediments to managing customer data efficiently and making it actionable.

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. Enter: loyalty marketing. In 3-5 years’ time, the market leaders will have emerged, so now is the moment to include loyalty mechanics to get the upper-hand. The massive potential of loyalty marketing in mobility.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Kustomer

AUGUST 4, 2023

This is a guest post by Lindsay Willott , CEO of Customer Thermometer. Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? Crucially, look after customers as individuals to optimize loyalty and reduce churn.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 130

Customer Experience Customer Centricity Net Promoter Score Feedback 130

Help Scout

JUNE 22, 2021

Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand. A good customer service experience heavily impacts recommendations. Bain and Company ). Zendesk ). This is a 16.9%

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

ShepHyken

APRIL 7, 2023

Brands should be able to address any client pain point, from complaints about overpriced services and low-quality items to inquiries about broken connections or poor user experience. Here are four methods to identify those client pain spots if you want to increase customer loyalty toward your brand.

E-support 48

E-support E Commerce Advertising Consumers 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52