Articles Posted in Loyalty

3 Reasons to Manage Customer Relationships, Not Just Numbers

Customer feedback scores are a wonderful thing—especially in the traditional world of customer experience management. These figures help managers understand what is good, what is bad and where to focus our attention. Right? Well, yes and no. In isolation, feedback … Read More…

Smartphone, Tablet, Laptop: What’s the Occasion?

I would never eat an energy bar for dinner. Ever. For breakfast maybe. Definitely as a midday snack. I would never wear a suit to the movies. To work, sometimes. Definitely to a client meeting. I would never curl up … Read More…

How to Capitalize on EFM

Remember the “Travel Agent?” How about the “Personal Tax Accountant”? These professionals were once necessary to book a flight or get the most out of your tax return. Now online tools have replaced both. My dad hired a lawyer to … Read More…

The Complete Picture: To Mystery Shop or Conduct Satisfaction Surveys?

One of the recurring themes I’ve heard from customer experience professionals is their company is not Mystery Shopping their front line employees because they have a Customer Satisfaction (CSat) program in place.  It is rather surprising how many believe that … Read More…

Understanding Enterprise Feedback Management as a Sports Fan

I’m a bit of a sports enthusiast, especially those games with many moving parts and constant strategy involved. Football tops that list and, being from Denver, my hometown team is the one that will always have my loyalty. However, a … Read More…

Customer Experience Data: Surviving in The Desert and The Ocean

Today’s businesses operate in an era of both significant challenge and significant advantage. We now live in the era of “customer experience” where consumers expect your brand and your product to be seamlessly designed to their delight. This means that … Read More…

Enterprise Feedback Management – Three big changes for big company employees

Democratize your data and free customer feedback in your organization! That sentiment is at the core of the EFM revolution.  In fact, decentralized ownership of customer insight and action really is fundamental to the success of customer experience management.

Terms like Voice of the Customer, Enterprise Feedback Management and Integrated Touchpoint Satisfaction have risen to prominence over recent years as the role and nature of the customer feedback solution has evolved. Our industry has changed its vocabulary, moving away from the CSAT or Customer Satisfaction program and taking on these new terms and everything for which they stand.

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Loyalty programs are everywhere—but are they any good?

Companies have long sought to leverage loyalty programs to move the needle on customer loyalty. Coffee shops offer punch cards that reward customers with a free cup of java after their nth purchase. Airlines provide frequent flyer programs that lead to complimentary upgrades and access to exclusive airport lounges. For all, the end goal is the same: building and strengthening customer relationships while boosting bottom-line results.

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Mystery Shopping: Three Ways to Make Your Program Better Today

In my experience with retailers, banks, telcos, oil companies, auto dealers and restaurants, I have observed that operational consistency is what all brands desire most. Mystery shopping is unquestionably a powerful tool to drive such consistency in widely distributed operations. It is reliable, repeatable and robust – a fact that is backed up by a two billion dollar global mystery shopping industry. Still, mystery shopping can be made better.

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Net Promoter Score vs. Satisfaction: Linking to Financials

Many clients ask: “Which single question is the best measure of the customer experience?” This creates a never ending great debate and it is an important one in terms of its practical application for organizational alignment. However, it is not the right debate for organizational growth. Let’s examine it from a different perspective…the one we at Ipsos Loyalty adhere to.

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