consumer loyalty

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Published By: Five9     Published Date: Jun 14, 2019
If you’re already operating a cloud contact center, you may skip this section and jump to the Intelligent Cloud Contact Center below. But, if you’re still on-prem and starting to wonder and envision just what a cloud contact center could do for you, here are some things to consider. Today’s consumers are loyal not to organizations, but to the experience they have – moment by moment – with an organization. That means loyalty is always based on the present experience. Dimension Data reports that 88 percent of companies believe customer experience (CX) is a competitive differentiator.1 At the forefront of this is customer care.
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Five9
Published By: T Systems     Published Date: Nov 19, 2018
If only there was a whitepaper that could explain how digitalization is changing the retail landscape while advising retailers on how they can embrace this driving force to excel in the industry. Here at T-Systems, we have produced a whitepaper that provides a detailed look into what is required for your retail business to succeed in the digital age. Our ‘Shaping Retail’s Future, Understanding & Delighting Customers in The Digital Era’ provides you with the means to safely navigate and prosper from the effect that digitization is having upon the industry. In a retail world that demands engaging with an ever more sophisticated level of consumer, those whom exhibit less brand loyalty year-on-year – the window for error has become decisively small. Our whitepaper enables your business to identify your digital needs for more effective retail operations by asking critical questions to reveal and plug your capability gaps. We examine the importance of developing the right omnichannel strateg
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retail, sales, whitepaper, t-systems, omnichannel, data analytics, touchpoints, digitization, iot
    
T Systems
Published By: Epicor     Published Date: Oct 29, 2018
Times are changing. Consumer’s attitudes towards gardening have changed dramatically in recent years. The garden and landscape industries are still powerful draws, but competition for consumers’ attention is fierce-successful garden retail centers must adjust to these changing times. In this whitepaper, written by retail garden and hardware industry expert Ian Baldwin, explains the importance of customer loyalty by understanding and adapting to the new ways customers shop by matching the in-store experience to today’s buyers’ needs. View this whitepaper written by industry expert to learn how to create the best shopping experience for your lawn and garden customers.
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customer loyalty, customer engagement, garden retail, garden center customers, customer loyalty, customer satisfaction, online merchandising
    
Epicor
Published By: Qualtrics     Published Date: Oct 02, 2018
Customer journey mapping is a major component of any customer experience program. Of course, a key part of mapping the customer experience includes identifying key moments of truth or moments of consumer brand interaction that shape brand perception and loyalty. In the digital age, many key moments of truth for your customers are happening online. This means that more and more of your consumers, brand perceptions and attitudes will be based on purely digital interactions (in-app, website, wearable tech, etc.). This has made understanding your customers’ digital interactions an essential part of any customer experience program. “It has been said that VOC programs without a web presence engage only 2% to 10% of those who interact with their website” (marketing sherpa). As we move into the future, this trend will continue. We know that mobile is an inherent part of today’s digital experience. Global mobile and tablet internet usage just exceeded desktop use for the first time (GS StatCoun
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Qualtrics
Published By: Applause Israel     Published Date: Sep 25, 2018
Consumers expect a seamless, high-quality experience in today’s mature app economy. They want brands to keep up with new technologies like geo-fencing and personalization, as well as the latest ecosystems like voice assistants and connected cars. With this high bar for quality, QA organizations often struggle to keep up with: 1. Rapid Release Schedules 2. Personalization 3. New Technologies (Voice, AI) 4. Geo-Awareness and Localization 5. Device Fragmentation 6. Unexpected Customer Use Cases The cost of failure is high in QA. Time, money, and customer loyalty are all at risk when digital experiences don’t meet users’ high expectations.
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Applause Israel
Published By: Qualtrics     Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a closed-loop process. Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today, market leaders are shifting their listening and response mechanisms faster as VoC programs represent a huge opportunity for driving loyalty and increased sales. A recent study sponsored by American Express®—the American Express Global Customer Service Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than they are to share about a positive experience.¹
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Qualtrics
Published By: Evariant     Published Date: Jul 02, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant
Published By: Monetate     Published Date: Jun 15, 2018
Personalisation for retail customers has advanced well beyond segmentation to include real one-to-one connections made in real-time. not only are consumers expecting hyper-personalized experiences across all touches, but companies who are able to implement them are seeing unprecedented growth and a new level of customer loyalty. This essential guide walks you through personalisation from the nuts and bolts of what it can do, through 5 levels of implementation that businesses can use to benchmark their path to increased revenue. In the guide you’ll learn: • The latest advancements in personalisation technology and what companies can expect to gain with implementation. • Four myths about personalisation that may be holding your company back. • Tips for getting started and 5 benchmarking levels to help you create a personalisation roadmap for your company. • Eight questions to ask when shopping for a personalisation partner that will help you ensure you are getting the right tools a
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Monetate
Published By: Epson     Published Date: May 14, 2018
Consumers worldwide continue to adopt and use technology in their shopping experience. Faced with rising customer expectations and increasing competitive pressures, retailers now are prioritizing in-store innovation. Many retailers have adopted multichannel implementations, in which mobile, web, and in-store shopping are enabled but not delivered consistently to the customer. The next step in this evolution is an omnichannel strategy, now being deployed by some retailers, which presents a consistent shopping experience across mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty programs, personalized recommendations, inventory management, etc.) to improve many aspects of store and enterprise operations. An omnichannel strategy relies on several core and supporting technologies. The key factors in evaluating any omnichannel-enabling solution includ
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Epson
Published By: Trustpilot     Published Date: Apr 11, 2018
In a survey of over 900 US and UK companies, Trustpilot compiled results from finance companies among the respondents to learn which initiatives they consider most important, what their 2018 priorities are, and whether or not trust plays a role in their business strategy. Trustpilot also conducted a global consumer poll throughout the month of January 2018 on Trustpilot.com to learn more about customers’ expectations when it comes to the finance industry, receiving over 15,000 responses. Those survey results provided a more detailed understanding of whether finance companies’ priorities are aligned with consumer expectations, while also getting a clearer picture of how trust and reputation should be approached. At the end of this report, in addition to the findings, recommendations are provided to finance companies based on the survey findings and analysis.
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trustpilot, finance, consumer expectations, business strategy, brand management, online reputation, consumer loyalty
    
Trustpilot
Published By: Microsoft Azure     Published Date: Apr 10, 2018
Prepare your business for the future of customer service. In a world where price and product can easily be matched, customer experience has become a key brand differentiator. It’s never been more important to understand customer expectations, perceptions, preferences, and trends. The 2017 Microsoft State of Global Customer Service report found that customer service impacts brand choice and loyalty for 96% of consumers around the globe. The 32-page report offers insights from 5,000 survey participants. Learn how you can stay ahead of the competition and earn customers for life with intelligent customer service. Find trend details and actionable data on: The growing importance of service in a customer’s choice of or loyalty to a brand The most important aspects of a good customer service experience The most frustrating aspects of a poor customer service experience Expectations of the millennial customer segment Channel preferences based on geography Customer expectations for self-serv
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Microsoft Azure
Published By: Evariant     Published Date: Apr 09, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant
Published By: Monetate     Published Date: Apr 06, 2018
Personalization for retail customers has advanced well beyond segmentation to include real one-to-one connections made in real-time. Not only are consumers expecting hyperpersonalized experiences across all touches, but companies who are able to implement them are seeing unprecedented growth and a new level of customer loyalty. This essential guide walks you through personalization from the nuts and bolts of what it can do, through 5 levels of implementation that businesses can use to benchmark their path to increased revenue. In the guide you’ll learn: • The latest advancements in personalization technology and what companies can expect to gain with implementation. • Four myths about personalization that may be holding your company back. • Tips for getting started and 5 benchmarking levels to help you create a personalization roadmap for your company. • Eight questions to ask when shopping for a personalization partner that will help you ensure you are getting the right tools and expe
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Monetate
Published By: Oracle     Published Date: Mar 16, 2018
What you will learn from this report: • The opportunity of loyalty: two thirds of consumers are already members of at least one restaurant loyalty program • What consumers look for in a restaurant loyalty program • What puts consumers off joining loyalty programs in the first place
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mobile phone app, plastic swipe cards, restaurant loyalty program, oracle
    
Oracle
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
What does it take to be relevant today? In the era of hyper-connectivity, consumers have become entitled, demanding more control over their experiences and expecting that marketers use data and insights to create a seamless, relevant brand experience. Research shows that communications containing relevant information and offers are the best drivers of brand loyalty and conversions
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insight marketing, customer engagement, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning, product recommendation
    
Selligent Marketing Cloud
Published By: Datastax     Published Date: Mar 06, 2018
Banks are at an inflection point. According to recent research by Viacom, 53% of consumers don’t think their bank offers anything different than other banks, 71% would rather go to the dentist than listen to what the banks are saying, and 1 in every 3 are open to switching banks in the next 90 days. This means banking institutions need to break through the competition to gain customer trust and loyalty. Building a 360-degree view of the customer can directly impact customer experience by helping banks grow customer retention and loyalty, upsell high-margin products, and provide compelling interactions.
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Datastax
Published By: Oracle OMC     Published Date: Nov 30, 2017
Today’s consumers are demanding: they have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive, and easy to use. Marketers understand that delivering the most relevant experience is the key to gaining continued satisfaction and loyalty from their digital consumers. Oftentimes, however, when it comes to marketing to consumers there are two dynamics. On one hand you have what consumers say they want out of a customer experience. On the other hand, there is what they actually receive. What they want are experiences that are personalized, contextually relevant, and consistent— regardless of online or offline channel or lifecycle stage. What they too often get, however, are experiences that are disconnected, not contextually relevant, and inconsistent across channels and lifecycle stages.
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Oracle OMC
Published By: Oath     Published Date: Nov 06, 2017
42% of consumers make the internet their first stop for healthcare information, ranking the web second to actual physicians. Following this trend, healthcare marketers have increased their investment in a variety of digital advertising channels such as native, video, mobile, content and more in order to better educate and inspire healthcare consumers. But whatever digital channels healthcare marketers choose, the environment matters. Consumers make snap judgments about brands based on adjacency. Over two-thirds of your audience will feel less favorably towards a brand if its placed next to untrustworthy, offensive, or low-quality content. Fortunately for brands the flip side is also true, which is why it’s imperative that you guarantee ad placements that share digital space with premium content. With Oath’s reputation as a trusted publisher, healthcare brands can experience peace of mind knowing their consumers will make positive associations that will increase brand loyalty.
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healthcare, physicians, digital, advertising
    
Oath
Published By: Oracle Marketing Cloud     Published Date: Oct 06, 2017
Today’s consumers are more demanding than ever before. They want experiences that are personalized, relevant, and consistent—whether they’re interacting with your company online, in-store, or on the phone. Oh, and they want only positive experiences. Poor customer service is unacceptable across any channel, including the often-overlooked mobile device. Download this brief to learn how you can deliver the most meaningful, positive, and consistent customer experiences across all channels that enhance loyalty and deliver results.
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Oracle Marketing Cloud
Published By: CrowdTwist     Published Date: Aug 29, 2017
Millennials have officially surpassed the Baby Boomers as the nation’s largest living generation and newcomers Generation Z are rising in the ranks, poised for consumer domination with $44 billion in spending power. It’s expected that Generation Z will make up 40 percent of consumers by 2020. Never has understanding these two generations been as critical for brands in their pursuit of establishing consumer loyalty. CrowdTwist conducted research into the similarities and differences between Generation Z and Millennials, how they engage with brands, their shopping habits, their brand loyalty and their attitudes towards loyalty programs. This report provides an overview of those ?ndings as well as recommendations for brands investing in loyalty strategies for current and future consumers.
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CrowdTwist
Published By: IBM     Published Date: Aug 23, 2017
A rewarding customer experience is the central aim for luxury gift company 1-800-Flowers.com: a fast, intuitive shopping process helps keep consumers loyal to its brands. Working with IBM, the company has built a master data management (MDM) system that helps deliver a more seamless experience to shoppers across multiple brands and channels.
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1-800-flowers, case study, ibm, consumer, brand loyalty
    
IBM
Published By: Oracle     Published Date: Aug 17, 2017
What you will learn from this report: • The opportunity of loyalty: two thirds of consumers are already members of at least one restaurant loyalty program • What consumers look for in a restaurant loyalty program • What puts consumers off joining loyalty programs in the first place
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resource management, product data, remote services, asset management, cloud management, web applications, application scheduling, internet of things
    
Oracle
Published By: CrowdTwist     Published Date: Aug 04, 2017
Millennials have officially surpassed the Baby Boomers as the nation’s largest living generation and newcomers Generation Z are rising in the ranks, poised for consumer domination with $44 billion in spending power. It’s expected that Generation Z will make up 40 percent of consumers by 2020. Never has understanding these two generations been as critical for brands in their pursuit of establishing consumer loyalty. CrowdTwist conducted research into the similarities and differences between Generation Z and Millennials, how they engage with brands, their shopping habits, their brand loyalty and their attitudes towards loyalty programs. This report provides an overview of those findings as well as recommendations for brands investing in loyalty strategies for current and future consumers.
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gen z, millennials, crowdtwist, branding, loyalty, consumers
    
CrowdTwist
Published By: Urban Airship     Published Date: Jul 24, 2017
More than half of consumers have used a mobile wallet pass. Millennials are at the top of the list, yes, but Generation X and higher-income mobile users are not far behind. The State of Mobile Wallet Marketing highlights what key findings from our survey of 2,000 U.S. and U.K. consumers mean for brands trying to reach mobile users. Learn about how consumers want to use mobile wallet passes - especially to receive coupons/special offers and to manage loyalty programs.
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mobile wallet, mobile users, branding, customer engagement, mobile marketing
    
Urban Airship
Published By: Bronto     Published Date: Jul 19, 2017
In the age of the consumer, relationships determine success, as they are the last remaining source of competitive advantage. Create relevant marketing messages to connect with your consumer in meaningful ways via highly personalized campaigns. This info gram discusses different ways to influence and build positive consumer behaviors and relationships.
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brand loyalty, ecommerce, consumer behaviors, loyalty programs, mobile engagement, customer loyalty, building brands, competitive advantage
    
Bronto
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