InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. State of the Connected Customer. ( [link] ). Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel 2024 260

Oracle

JANUARY 4, 2021

In a recent webinar hosted by Oracle, Vitamix, a leading global manufacturer of high-performance blending technology for consumers and commercial settings, shared three ways to elevate customer experience and deepen loyalty. Design your loyalty program to foster engagement. A loyalty program isn’t “set it and forget it.”

Loyalty Programs 75

Loyalty Programs Loyalty Brands Webinar 75

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

SurveySensum

MAY 6, 2024

Personal branding refers to achieving a prominent identity for an individual. Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback.

Brands 52

Brands Social Media Leadership Blog 52

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). But that’s not all.

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

At each step in the journey with your brand: They want to be recognized and acknowledged. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%). But that’s not all.

2023 143

2023 2022 Connections Consumers 143

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

2024 73

2024 Net Promoter Score Article Loyalty Programs 73

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. These components comprise their “brand love” score, a research tool developed by brand-tracking and measurement firm BERA that has been integrated into Innocean’s proprietary process.

2024 80

2024 Article Customer Service E Commerce 80

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands 2023 B2B Touchpoint 52

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn John R.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. 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

ShepHyken

MAY 13, 2024

Something has to change, and the author has given companies and brands some ideas to think about. Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas (Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. Ease of use.

Article 73

Article Customer Service 2024 Loyalty Programs 73

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. Points alone don’t earn much loyalty.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Amity

SEPTEMBER 18, 2018

When it comes to content marketing, the most important goal is facilitating interactions that create loyalty. If you get content marketing right, people will be excited to engage with your brand over and over. You’ll be more than a brand; you will be seen as a source of useful information and leadership.

Loyalty 88

Loyalty Marketing Transportation Social Media 88

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Show how your customers benefit from the promise of your brand, and how that shows up in their journey.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Stay in touch with trends and predictions.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

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

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty White Paper Travel Fashion 52

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

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Doing CX Right

FEBRUARY 1, 2024

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

Customer Experience 111

Customer Experience Loyalty Connections Customers 111

CloudCherry

JULY 25, 2018

For their purposes, an Iconic firm is one that maintains “the highest levels of customer experience and have world-leading brand recognition” and also possess other key distinctions from their counterparts, such as: Being omnichannel leaders. The report focuses on “Iconic firms” and contrasts them to those that are not iconic.

Technology 170

Technology Brands Customer Experience Omnichannel 170

ShepHyken

JUNE 14, 2021

MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be.

2021 95

2021 Article Customer Service Retail 95

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Fast forward to today, Carol leads the iconic UPS brand. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?),

2023 207

2023 Contact Center Leadership Hospitality 207

Beyond Philosophy

APRIL 30, 2015

Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Currency Alliance

MAY 19, 2021

Modifying legacy loyalty technology, to enable consistent and relevant engagement across the expanding number of customer-facing platforms, is becoming cost-prohibitive. But every brand stands to benefit from its leaders understanding the fundamental ways that technology can help you, or hold you back. This article has three sections.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

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

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. ” So how can brands leverage an omnichannel approach that attracts new customers, increases individual sales, and builds a more loyal customer base? ” IKEA.

Omnichannel 106

Omnichannel Brands Customer Experience Hotels 106

Experience Investigators by 360Connext

MARCH 25, 2015

They earn this right by creating desire, not loyalty. Loyalty isn’t. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Our customers don’t obsess about our brands. It’s a great distinction.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

Russel Lolacher

DECEMBER 30, 2019

No, it’s about being the kind of organization that continually improves leadership, employee engagement and customer service as part of their DNA. Below I’ve included 20 suggestions in those three areas to help you build stronger connections for you, your organization and those you serve. Show loyalty to your staff.

2020 58

2020 Connections Leadership Customer Relationship Management 58

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries.

Consumers 109

Consumers Brands Social Media 2010 109