InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important. You guessed it!

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260

ijgolding

MARCH 24, 2015

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question.

Brands 174

Brands Customer Experience Travel Customer Retention 174

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Today, businesses can collect hundreds of variables about their customers. Answering Questions about User/Customer Loyalty.

Loyalty 74

Loyalty 2018 Travel Insights 74

ijgolding

FEBRUARY 24, 2015

As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].

Travel 124

Travel Customer Experience Customer Retention Brands 124

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties.

2016 123

2016 Article Customer Service Travel 123

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 101

Hotels Travel Customer Retention Retail 101

Michel Falcon Experience

JULY 9, 2015

But what is it for customer-centric organizations? These are the companies that fight tooth and nail for customer loyalty. They are also the ones that invest resources into improving their customer experience, year over year, and don’t see their efforts as a mere campaign. It’s not a higher NPS score.

Loyalty 60

Loyalty Customer Retention Customer Centricity Download 60

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged.

Reference 93

Reference Social Media Travel Customer Retention 93

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

MAY 31, 2019

According to mentalfloss.com , some people believed back when the first trains were running that if women traveled over 50 mph, their uteruses would fly out of their bodies. Now we travel at hundreds of miles an hour with no concern for melting or reproductive organs flying out of anyone. Other people thought humans would just melt.

Technology 96

Technology Transportation Travel Consulting 96

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Travelers also enjoy a “two bags fly free” perk.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

SurveySparrow

MARCH 5, 2024

Service Satisfaction: Gain a comprehensive overview of customer satisfaction with your post-purchase services. Customer Loyalty: Identify how likely customers recommend your brand to their friends and families using NPS gauge charts.

Insights 52

Insights Net Promoter Score Hospitality Healthcare 52

TechSee

JUNE 16, 2022

Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

OCTOBER 22, 2018

When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

ClientSuccess

DECEMBER 5, 2022

It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Increase customer satisfaction, retention, and loyalty.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Beyond Philosophy

MARCH 5, 2015

We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours. It’s unpleasant for everybody.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

SurveySensum

APRIL 1, 2024

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. Why is Customer Trust Important for Startup Brands?

Brands 52

Brands Social Media Feedback Loyalty 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. They were able to communicate efficiently with customers and the company.

Customer Success 83

Customer Success 2020 Travel Customer Retention 83

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. Instead of wasting yet more time looking back through your professional rear view mirror, confidently focus your attention and motivation forward.

Blog 83

Blog Leadership Travel Consulting 83

Beyond Philosophy

OCTOBER 25, 2019

In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior. ” They saw consumers were looking for ways to travel differently and find better deals. As I often say, it is these “greater value” issues that foster customer retention and loyalty.

Hotels 104

Hotels Travel Hospitality 2019 104

SurveySensum

JANUARY 26, 2024

Ensuring a Positive Industry Reputation : Word of mouth travels fast, especially in the digital landscape. Encourage satisfied customers to leave positive reviews on platforms like Google, Yelp, etc, or industry-specific review sites like G2 for SaaS products. Periodic emails with fitness tips and success stories.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

CustomerSuccessBox

FEBRUARY 23, 2022

Customer Acquisition and Retention play a key role in keeping in touch. When we talk about customer retention, we usually try to influence the loyalty of an existing customer. Customer acquisition is based on an established marketing strategy. Rule#2: Loyalty programs. What do people want?

Advertising 52

Advertising Multi-Channel Social Media Customer Retention 52

ijgolding

SEPTEMBER 18, 2014

We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 84

Airlines Travel Social Media Definition 84

CSM Magazine

FEBRUARY 25, 2021

Most millennials would scoff at the idea of travelling to a high street betting office, filling out a paper betting slip and waiting in a queue to place a bet on their favorite sport with paper money. When you offer a special deal to entice new customers, make sure you are offering even better bargains to your regular, loyal customers.

Sports 52

Sports Customer Service Loyalty Programs Travel 52

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

Joe Rawlinson

DECEMBER 13, 2018

Lead generation : Marketers who customize content can expect to generate more leads than their less agile counterparts. Customer retention: The last benefit is critical since personalization improves customer loyalty and turns consumers into brand advocates. Scott`s the biggest passion is blogging and traveling.

Marketing 111

Marketing Social Media Consumers Travel 111

ijgolding

NOVEMBER 13, 2014

Grateful to have an amazing advocate of the financial benefits of improving Customer Experience. Grateful for any past, present or future customer of Ryanair. Customer retention and loyalty CX Professionals CX Strategy Travel customer experience Michael O''Leary Ryanair Ryanair Customer Experience Tony Ryan'

Brands 99

Brands Airlines Financial Travel 99

Ecrion

MAY 12, 2020

If you have that as the same homepage for previous customers, that may alienate them, as they may feel like they’re not being rewarded for their loyalty. What you can do is serve prior customers with a banner that offers a loyalty discount. This small gesture can go a long way with retention.

Customer Experience 75

Customer Experience Customer Journey Airlines Travel 75

CCO Council

MAY 13, 2014

To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Think Customers

JULY 29, 2022

Detecting and understanding customer intent can give brands clarity into what a customer is trying to do beyond what they are saying or clicking on, whether it’s an upsell opportunity, a chance to deepen the customer relationship, increase customer retention, enhance a product or service, or something else.

Apparel 59

Apparel Automotive Tourism Fashion 59

Interactions

MARCH 26, 2020

For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. Maybe a customer that is shouting gets routed directly to a customer retention specialist, or a sad customer could receive an extra ‘warm’ prompt at the beginning of a call.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

Ecrion

MAY 12, 2020

If you have that as the same homepage for previous customers, that may alienate them, as they may feel like they’re not being rewarded for their loyalty. What you can do is serve prior customers with a banner that offers a loyalty discount. This small gesture can go a long way with retention.

Customer Experience 71

Customer Experience Customer Journey Airlines Travel 71

Eptica

JUNE 5, 2019

If you don’t provide the answers consumers need, you undermine their trust and loyalty - 91% of consumers we polled said it annoys them and makes them less loyal when brands don’t answer their questions satisfactorily. Worse still it could mean brand advocates turn into detractors. The speed of business has accelerated.

2019 66

2019 E-support Consumers Social Media 66