Articles
When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand.
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"When customers internalize a brand as part of who they are, then there’s the potential to become loyal to that brand," said Americus Reed.
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A brand’s goal shouldn’t be to sell products to customers, their goal should be to create connections.
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Christine Moorman of Duke University, founder of The CMO Survey, joins the CX Decoded crew to discuss marketing trends.
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Even with an emphasis on creating a world-class customer experience, CX leaders struggle to design projects that increase customer loyalty and achieve results.
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As consumers become more skeptical of advertising and the claims that brands make, it’s becoming more challenging for companies to build customer trust.
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Consumers are likely to switch between brands if provoked, but the evidence also suggests that winning customer loyalty is still possible.
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Developing an emotional connection with a customer is one important rule to follow when building loyalty.
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It's not that brand loyalty is dead, it's merely shifted
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Hey Procter & Gamble, you can keep that $15 prepaid card you tricked me into earning by buying $50 worth of your products. I've never had much talent for jumping through hoops. And frankly, a lousy $15 is too little of an incentive to force me to learn now.
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The customer experience is still a work in progress. We know that as social and mobile technologies become more advanced, the challenge isn’t necessarily about deploying them, it’s about getting them to seamlessly align alongside human capabilities. The mobile coupon fails to get scanned at checkout.
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I t used to be that business on the Internet was a lot like Las Vegas. What happened there, stayed there. But over the past few years, the web has become a hub to online business, resulting in millions of online transactions, interactions and marketing campaigns.
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Brand loyalty is certainly an important element of your marketing strategy, but new research shows that it’s trumped by experience. inContact, a provider of cloud contact center software and contact center agent optimization tools, has released findings of a recent Harris Interactive Survey that examined the current state of customer
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Looking for best practices for how to deliver the best possible brand experience to customers and prospects in the social channel? Today is your lucky day. MediaFunnel, a social media management platform has released a set of innovative, customizable customer service quality assurance protocols designed to do just that.
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