Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

Magellan Solutions

MARCH 8, 2021

Seeking and giving health consultation is more challenging than it ever was. That figure hints that people are not getting proper consultations recently. . This article will answer why call centers are the future of healthcare consultation. Healthcare Consultation Definition. Sales analytic. Brand loyalty.

Healthcare 52

Healthcare Call Center Consulting Insurance 52

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. That experience affects how they view your organization and products, as well as their loyalty. How can brands stand out?

Customer Experience Design 484

Customer Experience Design Customer Experience Competitive Advantage User Experience 484

Daniel Group

NOVEMBER 2, 2023

Why the Customer Experience After the Sale is Crucial for Your Business Success Customer Experience after the sale will make or break the customer’s loyalty. My Move to a New Home and CX To illustrate, recently, in my new home, we had several after-sale experiences that were both positive and negative.

Sales 52

Sales Customer Experience Feedback 2020 52

Beyond Philosophy

DECEMBER 19, 2016

This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations. In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. Sales soared in 2012.

Sales 141

Sales Banking 2011 2012 141

Magellan Solutions

OCTOBER 12, 2022

Decoding the Secret of a Good Sales Call Center Agent? And give them the chance to buy exactly what they need through a sales call center. The profitability of the business depends heavily on the adaptive selling practices of call center agents in a sales call center. . TIPS TO INCREASE SALES CALL CENTER. BE TRUSTWORTHY.

Call Center 75

Call Center Sales Communication Information 75

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Reward points and loyalty certificates are no longer adequate to sustain business relationships.

Loyalty 88

Loyalty Loyalty Programs Consulting B2B 88

Middlesex Consulting

DECEMBER 13, 2022

The post Your Post-sale (Aftermarket) Service Has Become an OEM’s Greatest Differentiator appeared first on Middlesex Consulting. The big question then is, “why do they choose one of the products over all others?” To find […].

Sales 78

Sales Consulting Brands Customers 78

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” So, What Really is Customer Loyalty?

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. 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

Beyond Philosophy

AUGUST 23, 2017

What does customer loyalty , customer satisfaction , customer experience or even “Happiness” look like on a chart or in an Excel sheet? The problem, for most organizations, is that they measure their performance in things like sales growth or margin or stock price. How does one measure a concept? We get this question a lot.

Measurement 132

Measurement Loyalty Metrics Consulting 132

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

BirdEye

MAY 8, 2023

Sales prospecting is vital for any business that wants to continuously grow its pipeline. Today, businesses use all kinds of channels and sales prospecting tools to generate leads and convert them into customers. Table of contents What is sales prospecting? Why is prospecting important? Why is prospecting important?

Sales 52

Sales Social Media Multi-Channel Events 52

CSM Magazine

APRIL 19, 2021

Xpedition , the Microsoft Dynamics Gold partner and trusted solution provider to the fashion and apparel sector, is partnering with Voyado the committed CRM challenger and natural choice for retailers in the Nordics, to supply a powerful cloud-based platform that enables retailers to create strong brand loyalty. About Voyado.

Fashion 72

Fashion Loyalty Apparel 2004 72

InMoment XI

FEBRUARY 12, 2024

By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly. This could include data from sales, marketing, customer support, and other departments.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 154

Metrics Customer Service Workshop Measurement 154

Beyond Philosophy

JANUARY 9, 2017

Revolutionary Thinking on Customer Loyalty. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Car Sales Through Vending Machines! Destroying Brand Experience, One at a Time. Tesla: Intriguing Insight to Success.

Sales 128

Sales 2013 Books Consumers 128

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

Loyalty 63

Loyalty Magazine Consulting Loyalty Programs 63

Experience Investigators by 360Connext

JULY 13, 2015

The sales funnel is so simple, in theory. But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. Reward Investments In Customer Loyalty.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer Centricity 54

Customer Centricity Sales Entertainment Government 54

Micah Solomon

OCTOBER 25, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. There are two challenges in making this inclination toward loyalty work out, however. [Originally published in Forbes.com.

Loyalty 56

Loyalty Hospitality Consulting Poor Customer Service 56

LoyaltyPlus

DECEMBER 9, 2021

This has contributed to 61% of consumers globally joining a loyalty programme to get discounts for their holiday shopping. South African retailers must capitalise on this trend and ensure their loyalty strategies are ready if they are to maximise the opportunities to be had for the expected shopping spike during December.

Loyalty 52

Loyalty Retail Consulting Customers 52

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Experience Investigators by 360Connext

JUNE 8, 2015

Advocates want to participate to gain access to early releases, gain more loyalty benefits and be part of a community. Don’t just rely on numbers or sales or revenue per customer. They may be potential customers who could become advocates before the sale. Don’t confuse advocacy with blind loyalty.

Marketing 279

Marketing Social Media Loyalty Consulting 279

One Millimeter Mindset

MAY 11, 2022

Regardless of your in-person, hybridized, or virtual environments, you have sales quotas and key performance indicators to meet. If you continuously engage in damage control occurring towards the middle of the sale, project, or hiring process, it’s time to take a step back. Make sense?

Innovation 88

Innovation Customer Retention Sales Consulting 88

Experience Investigators by 360Connext

AUGUST 31, 2021

” And the stock-consultant answer I always give is: It depends. If they’re getting exactly what they expect, maybe that leads to satisfaction, but does it lead to more loyalty? To be clear, the goal here is not to try re-secure THIS sale. More referrals? Ask: “What should we add to our service or products?”.

Feedback 380

Feedback Reference Customers Loyalty 380

Win the Customer

NOVEMBER 6, 2020

Read on to learn more about what it takes to improve customer experience and loyalty. Note that customer loyalty significantly depends on the customer experience. Read on to learn more about what it takes to improve customer experience and loyalty. That’s why customer loyalty is essential.

Loyalty 52

Loyalty Customer Experience Customer Service Representative Loyalty Programs 52

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. While the ultimate goal is always going to be making sales, you want customers to feel that they are in a familiar place with friends, rather than being approached as potential sales prospects. Bundling .

E Commerce 142

E Commerce Retail Exceptional Customer Service Consulting 142

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership 2021 59

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) No sales pitch, no begging, just a nice, thoughtful way to say thank you. However, there are conditions. Here are some ideas: 1.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

JULY 6, 2015

This conflict leads to customer frustration and decreased loyalty. When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales. In some cases, Customer Effort Score (CES) is a better indicator of loyalty than Net Promoter Score (NPS). But the customer called sales.”

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Influitive

OCTOBER 11, 2015

Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? It Starts with A Sale. What if you could capture 10% more sales from your current prospect base? And Then The Sale Goes Awry.

Engagement 179

Engagement Social Media Sales Loyalty 179

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Instead of touting how a visitor could find more information on their products, they tout sales and tuck the research part behind most everything else. Loyalty: “What’s in it for me?” ” Meanwhile, more than 80% of the survey respondents said retailer loyalty programs influence where they shop.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279