Peter Lavers

JANUARY 13, 2020

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030). You can read the full blog by clicking here.

2030 52

2030 Loyalty Consumers Blog 52

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

InMoment XI

FEBRUARY 3, 2022

We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. And for Gen Z, seamless experiences are table stakes when it comes to maintaining their loyalty. We suggest Microsurveys , social media and review sites, and live chat to gain the intelligence you need to compete for Gen Z’s loyalty.

Employee Experience 529

Employee Experience Brands Social Media Customer Experience 529

Integrity Solutions

NOVEMBER 22, 2019

Culture and engagement issues have always been a priority, but today they are more essential to business health going forward than ever before. In fact, culture and engagement have a ripple effect. So, what are you doing to build that culture of meaning and purpose? When that happens, customers notice.

Culture 87

Culture Engagement Employee Experience Leadership 87

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. Conclusion.

Blog 106

Blog Loyalty Programs Loyalty Lifetime Customer 106

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

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

Think Customers

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. Champions help: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Culture 102

Culture Customer Experience 2014 Loyalty 102

ShepHyken

JUNE 7, 2019

Ditto for any website visitor confronted with time-consuming forms, obtuse chatbots , or outsourced chat agents who lack linguistic and cultural fluency, or more importantly, lack a general understanding of their business. The post Guest Blog: Connect With Your Customers & Watch Your Business Grow appeared first on Shep Hyken.

Connections 120

Connections Blog Customer Centricity Consumers 120

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. It means creating a real relationship that improves their loyalty and increases their positive feelings. Culture is so much more than a buzzword! Is that odd? Transformation.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

GetFeedback

JANUARY 31, 2020

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Customers may want personalized loyalty rewards, exclusive promotional discounts, or even product improvements.

Customer Experience 230

Customer Experience NPS Culture 2020 230

ShepHyken

DECEMBER 21, 2018

Happy and satisfied customers, on the other hand, enhance loyalty and revenue. Employee satisfaction depends on an array of variables, such as good income, incentives, work culture, future opportunities and more. Introduce appraisals and gamify the work culture to keep your agents happy and satisfied.

Blog 96

Blog Customer Satisfaction Culture Social Media 96

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. A customer service mantra is a powerful part of any service culture. I like to ask audiences I speak to for examples of companies with customer-focused cultures. Shep Hyken.

Blog 94

Blog Culture Loyalty Programs Customer Service Representative 94

Experience Investigators by 360Connext

DECEMBER 29, 2014

We know they craved information which helped them take action and get results, and that’s what our blog is all about. How do smart companies maintain a customer-centric culture as they grow? Subscribe to our blog and newsletter below and we’ll help you amaze and delight your customers while meeting their changing needs.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

ShepHyken

DECEMBER 14, 2018

Customer loyalty is built on trust. This figure demonstrates a responsible attitude towards cultivating a strong cyber security culture, given the fact that the overwhelming majority of respondents believe they have routinely tested cyber policies in place. The post Guest Blog: Do customer experience teams take cyber security risks?

Blog 104

Blog Customer Experience Government Article 104

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. The Loyalty Imperatives answer that question.

2030 52

2030 Loyalty 2022 Loyalty Programs 52

ShepHyken

MARCH 2, 2018

I recently came across an article where the author very aptly noted that “retail moves at the speed of culture.” And culture nowadays is dominated by those born between 1980 and 2000. Moreover, they are not the loyalty-challenged bunch many make them out to be. In the end, culture does play a crucial role.

Retail 79

Retail Blog Culture Article 79

Bill Quiseng

MAY 24, 2023

If you want to drive customer loyalty, you cannot see customer service training as attending only one finite event, but rather you must see this as a participant in a continuous process. # # # Just a little over a year ago, I authored a blog post that implied that customer service training is good, not better, just average.

Events 113

Events Customer Service Customer Service Training Customer Care 113

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. It’s ingrained in their culture. You can read the rest of the letter here.).

Banking 286

Banking 2012 Loyalty Culture 286

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. And that strategy reinforces the flaws in our coach potato storytelling culture. We know the plot. A client has a problem.

Culture 71

Culture Workshop Leadership Books 71

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. It means creating a real relationship that improves their loyalty and increases their positive feelings. Culture is so much more than a buzzword! Is that odd? Transformation.

Leadership 227

Leadership Culture Customer Centricity 2019 227

ShepHyken

OCTOBER 5, 2018

Loyalty isn’t just about recurring business, which Amazon is great at encouraging, it’s about driving recommendations and exceeding expectations with incredible service.”. “To Rent the Runway has built their company culture into their customer experience, which helps them build strong relationships with millennial shoppers.

Consumers 85

Consumers Blog Brands Retail 85

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. My One Millimeter Mindset blog post, “ Do Our Professional Labels create Positive Customer Experiences? Cast your vote.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. This is leading to increased brand loyalty as customers experience repeated positive interactions with the brand. . How to leverage technology for a better customer experience.

Technology 133

Technology Blog Customer Experience Social Media 133

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Presentation 59

Presentation 2018 Blog Customer Experience 59

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. This is since as Nadel further commented creating a strong ethical environment can result in customer satisfaction and loyalty. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

NICE inContact

JUNE 7, 2017

There were three main takeaways I have from this webcast: culture, empowerment and tailoring the customer experience. When service employees fit into the company culture, they want to do better and provide better service is innate. It creates a culture of, “you answered my question, you helped me, why would I go anywhere else?”.

Culture 67

Culture Customer Experience Customer Service Representative Innovation 67

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

Up Your Service

MAY 25, 2017

This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture. Do your Supporters appreciate the role they play in building momentum for the new culture?

Culture 75

Culture White Paper Workshop Customer Satisfaction 75

One Millimeter Mindset

DECEMBER 10, 2018

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. As you read these blogs, do a little victory lap. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question.

2018 65

2018 Blog Workshop Innovation 65

C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. The C Space business has a strong focus on creating an inclusive culture for all. C Space is a part of the Interbrand Group. About Comparably.

Culture 52

Culture Leadership Workshop 2021 52

transcosmos Information Systems

OCTOBER 22, 2015

When you treat them well, you will gain their loyalty. Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet!

Blog 70

Blog 2015 Customer Service E Commerce 70

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. Cultivating a Customer-Centric Culture 1. Embracing Technology: A Gateway to Innovation 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

ShepHyken

NOVEMBER 17, 2017

Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Although the idea of customer engagement is still the same, what has changed in consumer culture in the second decade of the 21st century is the way businesses connect with customers.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81