BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

2023 111

2023 Consumers Brands Marketing 111

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Financial 260

Financial Consumers Customer Centricity Communication 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Expert #2: : Jess Gill, Chief Customer Officer at Craveable Brands (Oporto, Chicken Treat, Red Rooster).

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

Doing CX Right

FEBRUARY 12, 2024

Does price and deals win repeat business or customer service experiences? Uncover what sways consumer loyalty and actionable strategies. The post The Great Debate: Price Versus Customer Service in Securing Brand Loyalty appeared first on Doing CX Right. Read expert views now.

Loyalty 64

Loyalty Brands Customer Service Consumers 64

CX University

APRIL 16, 2024

The Rise of the Conscious Consumer In today’s competitive business landscape, customer loyalty has become a critical factor for success. As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty.

Loyalty 52

Loyalty Brands Consumers Social Media 52

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Salesforce research says consumers like us belong to 4.3 loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

SurveyGizmo

NOVEMBER 4, 2021

COVID killed brand loyalty. Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics. But the great brand realignment isn’t over. Why Loyalty Matters.

Loyalty 95

Loyalty Brands 2022 Loyalty Programs 95

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 62

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 62

Optimove

NOVEMBER 29, 2023

Why It Matters: The majority of today’s consumers are embracing the use of AI in marketing — which is great news for retailers. Our new report unlocks valuable insights into customer perceptions of AI, and provides tips on how to best use AI to enhance the customer experience and increase lifetime customer value (LCV).

2024 52

2024 Consumers Loyalty Insights 52

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Customer behavior can help here.

Connections 88

Connections Loyalty Brands 2005 88

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop.

Loyalty 220

Loyalty Net Promoter Score NPS Customer Retention 220

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. Let’s first define brand experience. Brand Experience vs. Customer Experience.

Consumers 109

Consumers Brands Social Media Loyalty 109

Merkle

DECEMBER 20, 2022

Marketers are facing a consumer landscape that is significantly different than the one just two years ago. Today’s inflationary pressures are influencing consumer preferences and expectations in every aspect of the customer experience. Loyalty programs are no exception.

Loyalty 93

Loyalty Loyalty Programs Brands Consumers 93

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty White Paper Contact Center 107

SurveySensum

MARCH 7, 2024

As consumers become more conscious of the ethical and social implications of their purchasing decisions, the importance of CSR in the corporate landscape has grown significantly. Consumers today are more discerning than ever, seeking out brands that align with their values. CSR provides a valuable avenue for differentiation.

Loyalty 52

Loyalty Competitive Advantage Connections Demo 52

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Optimove

JUNE 29, 2023

With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year.

2023 52

2023 Loyalty Consumers Loyalty Programs 52

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

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Think Customers

OCTOBER 20, 2020

How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer experience leaders are seeing on the ground as major corporations to SMBs attempt to answer this very question.

Loyalty 52

Loyalty Brands Contact Center Consumers 52

Oracle

JULY 9, 2018

What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? The complete answer is “customer experience.” ” A brand can be thought of as an “identity or image regarded as an asset.”

Loyalty 106

Loyalty Brands Customer Experience Advertising 106

Strativity

DECEMBER 5, 2022

Material Fidelity Index leverages relationship science and identity research to gauge how brands can cultivate deeper customer relationships. This year’s identified top 10 brands are USAA, Lego, Subaru, PlayStation, Toyota, Always, Samsung, Google Maps, Nintendo, and Apple Pay. LOS ANGELES, Dec. LOS ANGELES, Dec.

Customer Relationships 52

Customer Relationships Consumers Net Promoter Score Brands 52

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Loyalty 74

Loyalty Brands Customer Journey Mapping Social Media 74

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #1: Invest in omnichannel retailing.

Loyalty 79

Loyalty Brands Loyalty Programs Customer Journey Mapping 79

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Beyond Philosophy

APRIL 4, 2019

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Loyalty 130

Loyalty Brands Insurance Call Center 130

Doing CX Right

MARCH 1, 2024

Do You Want To Change Your Pricing Model Without Jeopardizing Customer Loyalty? Read and Apply Strategies Based On Case Study That Resulted In Consumer Backlash. The post Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash appeared first on Doing CX Right.

Loyalty 59

Loyalty Consumers Customers Voice of Customer 59

Optimove

MARCH 30, 2023

This, for us, immediately begs the question, what will summer shopping look like this season for brands? To find out, we did what we always do in these situations: fielded a consumer survey. You know, like we did on  consumer trust ,  marketing fatigue ,  holiday shopping , and more. A distant third is brand reputation at 28%.

Consumers 94

Consumers Omnichannel 2022 Retail 94

LoyaltyPlus

FEBRUARY 27, 2023

Over the past 12 months, social media has become an integral part of people’s lives and has had a significant impact on how consumers perceive and interact with brands. It has become vital for companies to have a strong social media presence in order to build and maintain brand loyalty.

Social Media 52

Social Media Loyalty Advertising Customer Relationship Management 52

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Loyalty 52

Loyalty Brands E-support Consumers 52