In this 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.
Download your complimentary copy of “The Influential Power of Customer Experience” today!