Unlocking New Value to Drive Impactful Customer Experience

  • April 28 2017
  • Resource: Daily News
  • Jim Tierney, Loyalty360

To grow customer value, organizations must be disciplined in creating a CX strategy that is woven into their value landscape, according to Brennan Wilkie, senior vice president of customer experience strategy, InMoment. An effective CX strategy is...Read More

Can Chipotle’s Attempt to Tie Employee Compensation to High Customer Service Scores Help Restore Brand Loyalty?

  • February 06 2017
  • Resource: Daily News
  • Jim Tierney, Loyalty360

Last year was a very challenging year for Chipotle, one that was well documented and caused company officials to take strident measures to take control of food safety, experiment with a temporary loyalty program, and restore brand loyalty among...Read More

Customer Experience Stakes Rise as Interactions Go Beyond Transactional

  • January 26 2017
  • Resource: Daily News
  • Steve Taggart, Loyalty360

Companies are quickly learning that simple transactional benefits are no longer enough to create engagement. Rather, today’s consumer relationships are built on a more personal level, providing guests with customized experiences designed to...Read More

Is Customer Experience the Great Competitive Differentiator for Loyalty Marketers?

  • January 11 2017
  • Resource: Daily News
  • Jim Tierney, Loyalty360

Two years ago, Gartner published a study that contained the following statistic: 89% of companies plan to compete primarily on the basis of customer experience by 2016. Since we have embarked on 2017, Loyalty360 solicited the expert opinions of...Read More

Schultz to Step Down as CEO at Starbucks, Impressive Customer Loyalty Bodes Well for Future

  • December 05 2016
  • Resource: Daily News
  • Jim Tierney, Loyalty360

Starbucks CEO Howard Schultz may be stepping down next year from his current role for the iconic global company, but it seems apparent that the incredible amount of customer loyalty, fueled by growing with digital technology and mobile engagement,...Read More

Cabela’s Looks to Take Customer Experience to the Next Level With an Assist from InMoment

  • September 14 2016
  • Resource: Daily News
  • Jim Tierney, Loyalty360

Outdoor retailer Cabela’s has long been known for its peerless customer experience inside its stores through its 1-to-1 expertise that its frontline employees provide. Now, thanks to a new partnership with customer engagement platform...Read More

Customer Experience Must Be Relevant to Executives at Top of the House

  • July 27 2016
  • Resource: Daily News
  • Jim Tierney, Loyalty360

Erich Dietz, VP, Worldwide Strategic Accounts, InMoment, believes that cultural commitment is an absolute necessity in creating a superior brand customer experience. Dietz, who was a featured speaker during a recent Loyalty360 webinar ...Read More

Culture and Leadership Critical in Creating Superior Brand CX

  • July 20 2016
  • Resource: Daily News
  • Jim Tierney, Loyalty360

Corporate culture and leadership are absolutely critical in creating superior brand CX, according to Erich Dietz, VP, Worldwide Strategic Accounts, InMoment. During Tuesday’s Loyalty360 webinar titled, “CX: The Art of the Possible...Read More

InMoment Integrates Predictive Analysis into Customer Experience Platform

  • January 15 2016
  • Resource: Daily News
  • Steve Taggart, Loyalty360

Predictive analytics are making a strong push as a tool for anticipating, analyzing, and fulfilling customer demands. The ability to resolve potential issues before they arise is an enormous step in improving customer experience. As the predictive...Read More

Relationships Between Brands and Customers Evolve through Inflection Points and Emotions

  • November 18 2015
  • Resource: Daily News
  • James M. Loy, Loyalty360

When thinking about relationships, we realize that the strongest and most rewarding bonds take time to develop. The foundation of a relationship is not built overnight, nor is it the result of a few superficial interactions. Relationships evolve...Read More

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