ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Multiple touchpoints According to Harvard Business Review , more touchpoints mean more complexity. 5 Remote work challenges 2.1.

Customer Service 52

Customer Service Net Promoter Score E-support Touchpoint 52

ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. Download now 2.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty.

2018 49

2018 Loyalty Brands Loyalty Programs 49

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

LoyaltyPlus

OCTOBER 4, 2020

LoyaltyPlus has over 25 years’ experience in the development and application of cutting-edge programmes and partnerships and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Airlines 52

Airlines Travel Transportation Government 52

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry. Be what you say you are.

B2B 59

B2B B2C Transportation Voice of Customer 59

SurveySensum

JULY 19, 2023

According to a new Forbes Insights and Arm Treasure Data survey of more than 1000 customers worldwide, 74% of customers said they are likely to buy from brands based on experience alone. This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth.

Retail 40

Retail Customer Experience Social Media Rewards Programs 40

2020 Research

OCTOBER 30, 2023

The “Kidult” Trend , where adults embrace their inner child and indulge in nostalgic play, is a goldmine waiting to be tapped by brands. Nostalgia holds incredible power over adults, and by strategically harnessing this sentiment, brands can create meaningful connections that resonate on a deep emotional level.

Brands 52

Brands Transportation Presentation Social Media 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. When: July 4 to 5, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars.

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. At InMoment, we frequently sit down with brand executives and look at real-time metrics that show how much revenue has been recovered due to their closed loop program. Recover Customers Effectively. Here is the equation we use to prove that value.

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260

Chattermill

OCTOBER 9, 2018

When creating excellent online surveys, it’s critical you make proper use of both question types and know exactly when to use each one across customer touchpoints and behaviors. For example, if I asked the question “What mode of transport did you use to get to work today? The Questions. Closed-ended questions. Car, Bus or Walk.”

Net Promoter Score 60

Net Promoter Score Transportation Feedback Insights 60

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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?

Omnichannel 106

Omnichannel Brands Customer Experience Hotels 106

Qualtrics

APRIL 2, 2020

We’re highlighting some of the leading examples of brands adapting to the situation by providing experiences that make a difference to their customers and employees at this time. . How you live up to your brand values right now, both internally and externally, will have a lasting impact on your company.

Customer Confidence 40

Customer Confidence Healthcare Travel Transportation 40

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. As ever, it’s worth emphasising that customers become loyal to a brand because of two things: value and/or experience.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

PeopleMetrics

MAY 12, 2022

A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship. Proactively managing and improving your CX inherently requires careful thought about your interactions, touchpoints, and impressions with customers. Touchpoints.

Customer Journey Mapping 62

Customer Journey Mapping Customer Journey Hotels Touchpoint 62

Magellan Solutions

SEPTEMBER 9, 2021

An omni channel BPO employs agents that are well-versed in using call center software that allows them to move between several touchpoints easily. An omni channel BPO has the capability to link customer data and personal information from all touchpoints. 4 Pillars of Transformative Omnichannel Contact Center. Smart Routing.

Contact Center 52

Contact Center Omnichannel Call Center Customer Journey 52

Currency Alliance

DECEMBER 19, 2022

This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help. This will also help brands optimize their performance in environments they don’t control – like third-party marketplaces. But, it also exists with toys left over after Christmas.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Apple, Uber, or Airbnb could leverage their experience building two-sided markets to also be relevant players – but these brands’ tenure in loyalty marketing to date is very basic. That will play out in mobility too.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year. Emotional loyalty: add incentives along many touchpoints in customer journeys. Define the strategy.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. There is a growing divide in customer experience delivered by brands whose digital transformations are progressing well, and those being left behind. Brands embrace shared environmental goals with customers.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40

Ecrion

FEBRUARY 9, 2021

From the creation standpoint, a dynamic document is a multi-faceted customer touchpoint, combining data and a range of options for everyone involved in its production: the initial software developers, your IT staff, and the very customers who read it. The software behind it is dynamic, working with the data and responding to it intelligently.

Document 52

Document Communication Transportation Interaction 52

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. Today, the best experience we receive from any brand becomes our expectation of every brand. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic.

2021 52

2021 Loyalty Loyalty Programs Travel 52

CSM Magazine

MAY 3, 2021

With customer journey mapping in place, brands can detect gaps in the service or product quality, see the opportunities for improvement, and establish tailored customer experiences. Find a template that fits your industry, such as finance, retail, transportation, digital services, etc. List down the core touchpoints.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Transportation 52

Grade.us

AUGUST 31, 2018

Making sure each touchpoint of customer interaction is a beautiful ( aesthetics matter ), branded experience which helps to mentally transport the customer into one of your guest rooms is paramount. A place to find a fuller description of amenities, local attractions, and your dining room menus. Photos, photos, photos!

Hospitality 26

Hospitality Hotels Travel Books 26

Retently

APRIL 11, 2019

Yet most struggle to understand how their audience really feel about the brand and how they can refine their business model to match those expectations. Tracks loyalty towards brand. Best Suited for: almost any kind of business that maintains an active subscriber/customer list, and wants to measure brand sentiment.

NPS 78

NPS Multi-Channel E Commerce Feedback 78

Thematic

NOVEMBER 13, 2018

People talk about our brand more positively following a ban on plastic bags. As an example, you could solve the lack of parking in a mall not by providing more parks, but by working with the city council to improve public transport options. Reputation management: Monitor your brand’s reputation in the marketplace.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101