Loyalty Marketer’s Association, marketers share their insights about how customer experience impacts loyalty and what makes a memorable customer experience.
In its just released executive briefing, “The Influential Power of Customer Experience”, Loyalty 360 – The Loyalty Marketer’s Association shares insights from industry leaders about the impact that customer experience has on loyalty, and what goes into making a memorable customer experience, good and bad. The customer loyalty think tank asked its members to weigh in on customer experience. Voice of the Customer strategy, creating personal and emotional connections and 1-to-1 experiences with customers emerged as key drivers of positive customer experiences.
“The challenge that brands face with creating positive customer experiences is that customer touch points occur across thousands of employees – CSRs, sales associates, service agents, etc. – and Voice of the Customer feedback comes from a multitude of disparate sources – social media, phone calls, emails, survey – so deriving meaningful insights and executing on strategies can be difficult”, explains Mark Johnson, CEO of Loyalty 360. “Even though we hear all about putting customers first and listening to the customer, employees aren’t always empowered and enabled to do so, and then brands have to be able to mediate the temporal foibles that arise in a non-atavistic manner.
Sharing their insights are experts from Kobie Marketing, dunnhumbyUSA, Time Warner Cable, MasterCard Worldwide, All Digital Rewards, rDialogue, Connexions Loyalty, Siemens Building Technologies, LoyaltyOne U.S., and more.
A complimentary copy of “The Influential Power of Customer Experience” is available at The Influential Power of Customer Experience.
J.D. “Dave” Power III will share his unparalleled and heightened insight into the Voice of the Customer during his keynote speech at the 3rd Annual Engagement & Experience Expo, presented by Loyalty 360 – The Loyalty Marketer’s Association, which will be held Nov. 5-7, 2013 at the Westin Galleria in Dallas, Texas.
Loyalty Expo Europe will take place Oct. 7-8, 2013 at The Tower Hotel, St. Katherine's Way, London. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer engagement and loyalty forum. Market leaders will be sharing their experiences and insights on customer engagement and retention strategies and trends.
About Loyalty 360:
Loyalty 360 – The Loyalty Marketer’s Association is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty 360 gives marketers the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them.