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

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. Improve the brand experience.

Customer Experience 260

Customer Experience Fashion White Paper Insights 260

Customers That Stick

SEPTEMBER 18, 2014

Here’s a look at how to target Millennials effectively through loyalty programs. A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

CSM Magazine

JULY 27, 2022

Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. The state of brand loyalty in the UK. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Currency Alliance

FEBRUARY 15, 2018

Retail brands can be saved; but not by conventional retail strategy. This is, in effect, a monetized loyalty strategy. Tesco had once been considered a market leader in launching its loyalty program. The post The Experience Margin: Only CX can save retail brands appeared first on Currency Alliance. xi] [link].

Retail 110

Retail Brands Banking 2015 110

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. These projects were across a wide variety of industries.

White Paper 71

White Paper B2C B2B Customer Satisfaction 71

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Delaying the modernization of your call center can impact various aspects of your brand, including revenue, customer loyalty and retention and more.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. White papers. Loyalty and advocacy.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. The Customer Loyalty Wheel ™. The following is how we look at customer satisfaction, loyalty and creating and Raving Fans. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

White Paper 71

White Paper Customer Relationship Management Download NPS 71

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. Not out of your top-line metrics, at least. If you’re stuck on what to ask next, try this: “Why?”.

White Paper 93

White Paper NPS ROI Metrics 93

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. As a result, customers will see that they can rely on your brand to fulfill their needs and wants. Focus on producing valuable content that your audience wants to see.

2023 52

2023 White Paper Social Media Document 52

Zeisler Consulting

SEPTEMBER 15, 2021

is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Notice that there’s no mention in there about revenues, sales, or market share. So why even bother?

White Paper 93

White Paper Sales Brands ROI 93

inmoment

JULY 6, 2020

As banking brands reel from everything from a reduction of in-branch business to the economic crunch at large, it’s imperative that they adapt to these and other challenges if they hope to emerge from this crisis in a strong position. This means identifying customers by their usage loyalty (i.e. Overactivity. Topic #1: Inactivity.

Banking 52

Banking Retail White Paper Financial 52

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. The post Leveraging the Power of CRM to Create Extended Loyalty for Your Bank appeared first on The Blend: A West Monroe Partners Blog.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Giving CS companies promotional opportunities to position their brands as thought leaders, generate leads, and plug software products (within the limits of the community’s policies on promotions). CS in Focus.

2022 115

2022 Customer Success White Paper Social Media 115

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. White Papers. Special Reports.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

Oracle

MARCH 22, 2021

Clever B2C marketers can convert individuals from discovery to purchase in a matter of minutes, thanks to the magic of expertly crafted deals, on-point brand messaging, and culturally ingrained consumerism. B2C marketing differences has only become more evident. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. This gives you a sense of public brand perception —the first impression your company is sending after initial engagement.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Behaviors lead to loyalty. Over time, loyal customers associate higher expectations for future rewards with their favorite brands, making the act of repurchasing automatic. Download our Neuroscience and Customer Success white paper.

White Paper 51

White Paper Download Customer Success 2015 51

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). While 50% of brands say they’re “definitely” doing better at delivering excellent customer experience, just 11% of customers agree. So how can brands keep up with the change? Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. The same report reveals that 79% of millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

One Millimeter Mindset

OCTOBER 8, 2018

Engagement experience is all about how brand representatives reach out to customers. Even if we are a brand of one. Do we negatively bias customer inclination to further engage with us, our organizations and our brands? No matter whether our branding strategy targets first time customers or current customers.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Eptica

FEBRUARY 28, 2018

All of these points mean that brands need to think automating customer service processes. While this is fine for routine tasks (such as finding information through self-service systems for example), pushing more complex tasks onto consumers makes them question exactly what value your brand is providing to them.

Customer Service 62

Customer Service White Paper Banking 2018 62

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. are more inclined to buy from brands that have a mobile-responsive customer support portal. This post is the second of two that are based on our Omnichannel white paper.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Does it exist?”.

White Paper 60

White Paper 2007 Consulting Loyalty 60

Strativity

OCTOBER 18, 2017

A certain class of brands can charge premium prices and retain loyal customers. In this study, Strativity Group sought to discover the secrets of these brands and what their customers expect from them in exchange for those premium prices and resolute loyalty.

Brands 40

Brands Loyalty Customer Expectations White Paper 40

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Loyalty Statistics. Quick response.

2020 90

2020 E-support 2018 Hospitality 90

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Brand image needs to be complimented and supported by a culture and set of processes dedicated to both employee and customer experience.

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer. They rarely give enough attention to pre-purchase processes or value creation.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Service Untitled

NOVEMBER 8, 2012

From digital signs on busy highways showing shortened waiting times in local emergency medical facilities to expedient office staff, the new faces of medical care seek customer loyalty by creating positive experiences. From the moment a patient calls for an appointment, the expectation for services begins. photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

ENGAGE.cx

OCTOBER 28, 2015

Every customer grouping experiences a brand in different and unique ways. Most companies would likely agree that customer engagement, purchase history, sentiment, and brand advocacy would be good metrics for identifying a “good customer.”

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Loyalty is Not Just for Customers article. Customer Experience Management Improves Brand Value article. Internal Branding is Central to Customer Experience Management article. Customer Centricity. Customer Experience is Decided by You article.

Article 48

Article Customer Experience 2009 White Paper 48