“You People!” - Measuring the Impact of Emotion on Customer Loyalty

  • November 01 2016
  • Loyalty Management: Articles
  • Brian Koma

We’ve all said it. Maybe you’ve even had the same words hurled at you. “You people!” This phrase speaks volumes about how a customer feels about your product or service, and it doesn’t mean you’re doing a great...Read More

Bridging the Gap Between B2B and B2C

  • December 08 2015
  • Loyalty Management: Articles

With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human?  By this, I...Read More

Create Future Journey Maps for Real Value—Rather Than Just Upgrading Touchpoints

  • March 22 2017
  • Resource: Loyalty Today

Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan.Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across...Read More

How to Avoid the Employee Sophomore Slump

  • March 14 2017
  • Resource: Loyalty Today
  • Mary Lou Joseph

What’s the employee sophomore slump?  According to CIO.com writer Sarah K. White in her article, “How to use gamification to improve employee engagement,” it’s when “the high of a new job wears off...Read More

The State of Customer Engagement Today: Drivers and Expectations

  • November 01 2015
  • Loyalty Management: Articles

This past summer, Verint conducted a survey—in conjunction with analyst and consultancy firm Ovum and UK-based research company Opinium—of more than 18,000 global consumers that found customers mostly want quick, efficient responses to...Read More

Curating Change—Not Just Wall Art

  • October 01 2015
  • Loyalty Management: Articles

Digital transformation is a reoccurring theme in today’s business environment. As companies work tirelessly to adapt to customer demands, they are faced with new business challenges.  To take on a cultural change, employee engagement...Read More

Customer Journey Mapping: Building CX Maturity and Momentum

  • August 01 2015
  • Loyalty Management: Articles

Two years ago, I was part of an effort to create, develop and formalize the CX program for my organization—and still play a critical role in managing this program today. The primary goal was to implement a voice of the customer initiative...Read More

Surveys are Alive and Well

  • June 02 2015
  • Loyalty Management: Articles

A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts.  Fast forward and we’re now at the other end of the spectrum, with a multitude of services ...Read More

Busting Through a Customer Satisfaction Plateau: 3 Ways

  • August 26 2016
  • Resource: Loyalty Today

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience...Read More

Turning the Lens Inward With Gamification

  • June 22 2016
  • Resource: Loyalty Today
  • Oren Stern

Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet. While selfies are a form of...Read More

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?