Books, Customer Retention, Loyalty and Net Promoter Score

Customer Loyalty Program: The Ultimate Guide

ProProfs Chat

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. What is a Customer Loyalty Program?

Loyalty Programs

Loyalty Programs Loyalty Net Promoter Score Rewards Programs

The Science of Predictive Customer Experience Management

CloudCherry

JULY 18, 2018

Then, analyze the data to extract insights, make decisions, and get to work on the improvements that will elevate your customer experience and increase the success of your business. Survey for Net Promoter Score (NPS). Now, advanced data models can take the guesswork out of ROI predictions.

Customer Experience Management

Customer Experience Management Net Promoter Score Customer Experience Management

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

5 Facts to End the ROI Debate on Customer Experience

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. Keeping Customers results in a high increase in value.

Net Promoter Score

Net Promoter Score ROI Customer Experience 2014

Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

AUGUST 16, 2018

We do, though discuss dozens of theories on our weekly podcast and we even wrote a book about some of them! Here’s how: Six Questions to Help You Implement Your Customer Experience Theories. The Net Promoter Score (NPS) measures how likely a person is to recommend you to others. Otherwise, why bother?

Net Promoter Score

Net Promoter Score Consulting NPS Measurement

3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar .

Customer Relationships

Customer Relationships Net Promoter Score Customer Centricity Webinar

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity

Customer Centricity Net Promoter Score Social Media Books

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you. Which ones do poorly?

Net Promoter Score

Net Promoter Score CEM Books Customer Retention

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience

Customer Experience Net Promoter Score Customer Centricity CEM

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here.

Airlines

Airlines Net Promoter Score Transportation CEM

Driving Value by Driving Emotions

Beyond Philosophy

JULY 7, 2015

When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. What Emotions Should the Customer Experience Evoke?

Net Promoter Score

Net Promoter Score NPS Loyalty Webinar

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Customer Centricity CEM Social Media

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Customer Experience Customer Centricity CEM

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders

Wootric

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score

Effort Score Net Promoter Score Metrics Healthcare

5 Customer Experience Metrics to Measure

Answer Dash

DECEMBER 7, 2019

(This article is originally published on AdRoll - re-published by the consent of AdRoll) Once upon a time, customer loyalty depended on the product or service you’d provide. Nowadays, it’s different — the market is saturated with various brands offering similar services, and an essential distinguishing factor is customer experience.

Metrics

Metrics Measurement Customer Experience Net Promoter Score

Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? This poor Customer Experience is one reason I now use Netflix more than my cable company. This poor Customer Experience is one reason I now use Netflix more than my cable company. I love Netflix. It is simple.

Net Promoter Score

Net Promoter Score NPS Banking 2003

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

ROI

ROI Net Promoter Score CEM 2014

What Do Companies with High Net Promoter Score Have in Common?

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score

Net Promoter Score NPS Customer Retention Loyalty

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience

Customer Experience Net Promoter Score Customer Centricity Books

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience

Customer Experience Net Promoter Score Customer Centricity Books

The Role of CX in a Sales Culture

Beyond Philosophy

AUGUST 4, 2015

To listen to the webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” and learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Click here.

Culture

Culture Sales Net Promoter Score Customer Centricity

A Comprehensive Guide to Voice of the Customer for eCommerce

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. ” 3.

Social Media

Social Media Feedback NPS Insights

Has your NPS program become…boring?

Wootric

APRIL 22, 2019

As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity.

NPS

NPS Net Promoter Score Touchpoint Customer Centricity

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

MAY 20, 2015

The company was named ninth on Business Week’s top 25 companies customer service list in 2007. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. Most of all, I TRUSTED them.

Net Promoter Score

Net Promoter Score 2007 2014 2015

The Reasons Behind Apple’s Customer Loyalty and High NPS

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry.

NPS

NPS Net Promoter Score Loyalty Omnichannel

7 Reasons Why Customer Experience is the Next Competitive Battleground

Retently

AUGUST 3, 2023

According to an American Express Survey , 78% of customers bailed on a transaction or did not make an intended purchase solely due to a poor customer experience. That’s why big brands like Starbucks and Apple invest heavily in creating great customer experiences. and that’s exactly what customers want.

Customer Experience

Customer Experience Net Promoter Score Social Media Reference

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

JUNE 11, 2015

…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

Loyalty Programs

Loyalty Programs Loyalty Consumers Retail

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

ijgolding

FEBRUARY 26, 2019

Of course, this means that it’s flawed thinking to outsource measurement of customer satisfaction, or to have the results go only to silos of analysts or marketers and not to operational roles. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase!

Feedback

Feedback Financial Measurement Customer Satisfaction

Digital Experience: Meeting Customer Expectations

InMoment XI

APRIL 3, 2024

By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable. To exemplify what a great digital customer experience looks like, let’s look at a guest’s experience with a hospitality brand. Access 3/12/2024.

Customer Expectations

Customer Expectations Touchpoint 2024 Omnichannel

SaaS Tip: Create a great customer engagement strategy for the highest retention possible!

SmartKarrot

MAY 29, 2020

And a great customer engagement strategy is indispensable in achieving that goal. Customer loyalty is not an overnight result of your efforts. Trust and loyalty are the fruits of your consistent efforts directed towards fostering a positive working relationship with your clients. Lower marketing cost. Brand advocacy.

Customer Engagement

Customer Engagement Engagement Net Promoter Score Customer Retention

10 Customer Service Metrics to Track in 2024

SurveySensum

DECEMBER 20, 2023

So here are the top 10 Customer Service Metrics that you should consider tracking in 2024. Customer Satisfaction Net Promoter Score First Response Time Resolution Rate Customer Effort Score (CES) Retention Rate Self-Service Metrics Average Ticket Handling Time Agent Performance Metrics First contact resolution rate 1.

Metrics

Metrics 2024 Customer Service Net Promoter Score

8 Customer Satisfaction Metrics For 2021

SurveySparrow

MAY 22, 2021

Here are the 8 tried and tested Customer Satisfaction metrics. Net Promoter Score (NPS). Customer Satisfaction Survey (CSAT). Customer Effort Score (CES). Customer Acquisition Cost (CAC). Customer Reviewss. Net Promoter Score (NPS). When Is Net Promoter Score Useful?

Customer Satisfaction

Customer Satisfaction Metrics Net Promoter Score 2021

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

2020

2020 Customer Experience Magazine Consulting

What are the Top 10 Pillars of Customer Success?

SmartKarrot

JUNE 1, 2020

Customer’s success has to be the top priority while designing the product, while marketing or even while making sales. This ensures you have the right set of customer base to serve at every stage of their journey. #8 8 Customer retention. A satisfied customer is the most valuable resource of your organization.

Customer Success

Customer Success Net Promoter Score 2017 Metrics

6 Game-Changing Strategies for Delighting Your High-Value Customers

SurveySensum

JANUARY 31, 2024

You can spot them by checking your customer retention rates – they’re spending more time on your website, buying more stuff, and relying on your offer. Know that high-value customers may be someone other than those who spend the most at your company.

Net Promoter Score

Net Promoter Score Customer Satisfaction Feedback Exceptional Customer Service

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention

Customer Retention Loyalty Programs Customer Journey Loyalty

The complete customer experience (CX) guide

BirdEye

MARCH 10, 2022

Customer experience statistics Is customer experience the same as customer service? What is customer experience management? Customer experience management is the process of designing your customer experience so that it consistently exceeds the expectations of your customers and leads to more loyalty over time.

Customer Experience

Customer Experience Loyalty Programs Touchpoint Net Promoter Score

Customer Experience Measurement: Which Metrics Should You Focus On?

Chattermill

JUNE 3, 2019

The company now loses out on all the economic benefits of happy customers, and employee morale dips as they fail to delight customers and knowingly deliver a rubbish experience. An overview of customer experience metrics. Net Promoter Score (NPS). Customer Satisfaction Score (CSAT).

Metrics

Metrics Measurement Customer Experience Net Promoter Score

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. Here you get a chance to deliver excellent customer service. Final Verdict.

Blog

Blog Customer Experience Net Promoter Score Competitive Advantage

Customer Success Vs Customer Support: Know The Difference!

SurveySparrow

MAY 6, 2021

Customer success teams take a proactive, data-led approach to helping customers more effectively use a product. Inspiring customer loyalty and retention. By ensuring customers are successful with a product, customer success increases the likelihood that customers will stick around.

Customer Success

Customer Success NPS Customer Retention Net Promoter Score

How to Optimize Customer Journey Stages to Deliver Consistent Value

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Customer Journey

Customer Journey Net Promoter Score Sales E-support

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. To understand customers, the effective enterprise needs to think in human, emotional terms. In his 2010 book, Marketing 3.0:

Financial

Financial White Paper Books Airlines

Customer Loyalty Program: The Ultimate Guide

The Science of Predictive Customer Experience Management

Trending Sources

5 Reasons Your KPIs Are Hurting Your Customer Experience

5 Facts to End the ROI Debate on Customer Experience

Six Critical Principles Businesses Are Ignoring – Are You?

3 Ways to Tell if Your Customer Relationship is All About You

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

4 Ways to Gain Customers’ Trust in Data Security

Why Most Customer Experience Programs Fail

Do You Harness the Power of Habit in Your Marketing Yet?

3 Examples of Change for the Better in Airlines

Driving Value by Driving Emotions

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

How to Make or Break Your Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders

5 Customer Experience Metrics to Measure

Key Learning from 15 Years of Net Promoter Stats

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

What Do Companies with High Net Promoter Score Have in Common?

Why Most Customer Experience Programs Fail

Why Most Customer Experience Programs Fail

The Role of CX in a Sales Culture

A Comprehensive Guide to Voice of the Customer for eCommerce

Has your NPS program become…boring?

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

The Reasons Behind Apple’s Customer Loyalty and High NPS

7 Reasons Why Customer Experience is the Next Competitive Battleground

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

Digital Experience: Meeting Customer Expectations

SaaS Tip: Create a great customer engagement strategy for the highest retention possible!

10 Customer Service Metrics to Track in 2024

8 Customer Satisfaction Metrics For 2021

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

What are the Top 10 Pillars of Customer Success?

6 Game-Changing Strategies for Delighting Your High-Value Customers

10 Steps to Immediately Improve Customer Retention With Journey Analytics

The complete customer experience (CX) guide

Customer Experience Measurement: Which Metrics Should You Focus On?

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

Customer Success Vs Customer Support: Know The Difference!

How to Optimize Customer Journey Stages to Deliver Consistent Value

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

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