As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
New research by ForgeRock and MyCustomer has revealed that customer trust, and their willingness to share data, is being harmed by the poor quality of digital experiences. So how can your organisation break this cycle? Customer Insights Expert, Paul Laughlin and Doug Norton-Bilsby, Global VP of Retail and Consumer Products at ForgeRock discuss.Read more >
At Vision Critical, we believe that people matter and our products and services are focused on strengthening our customer’s relationships with the people that matter most to them.
Our philosophy on GDPR is that it represents an opportunity, rather than a threat. We want to explore how the new regulations will affect brands and consumers, and how brands can continue to engage with their customers using a permission-based model post-GDPR.
Whether you are an entrepreneur, a corporate leader or a multi-national organization, the ability to attract and retain your most profitable customer relationships has never been more important nor as difficult as it is today. This energizing, content rich presentation based on Solomon’s best-selling book, The Rules of Woo cuts through the clutter to the essence of what today’s customers really want and need from our businesses.
Interwoven with tales of organizations both large and small, attendees walk away with real life and often hilarious examples of what to do (and what not to do) in the race to Woo profitable customers and win their loyalty for the long run. If your organization struggles with heightened customer expectations, difficult new competitors, or challenging market dynamics this session is for you!
Airlines benefit from Opera Solutions' products and expertise to leverage Big Data and analytics that transform their businesses. By inserting a Signal Layer, which serves as the foundation for Big Data analytics using the Signal Hub platform, airlines are able to refine their view of the customer portrait and orchestrate operations to serve each customer better and in a more personalized way. The ensuing results are increased revenues, more loyalty, and increased customer satisfaction.Read more >
The IGS Energy Contact Center strives to create customer loyalty by delivering exceptional experiences..listen as Gary Harris Director of Customer Operation talk about the IGS Energy entrepreneurial approach to Customer Care and Sales to make their customers feel as a part of IGS Energy family.Read more >
IS CUSTOMER LOYALTY DEAD?
The retail industry has been operating under a flawed assumption: customer spend and loyalty are connected. They’re not. New studies demonstrate that high-spending customers aren’t necessarily loyal—they’re as likely to shop at a competitor.
With piles of transactional data clogging databases, retailers assume they have what they need to understand their customers. However, transactional data only offers insight into what, when and where customers buy. It doesn’t provide any understanding of why.
Register for this webinar featuring Forrester Research to learn about:
- The reality of lost sales
- How customer emotions impact buying decisions
- How you can measure customer loyalty more accurately
Customer loyalty marketers know that it's not just about getting prospects to buy once, it's equally important to keep them and drive repeat business. But with so much fierce competition for a customer's attention, it takes innovative thinking to deliver the right marketing message at the right time--and do it across more touch points than ever.
In this webinar, you'll hear from LiveRamp customers who have taken customer loyalty marketing to a new level. Their strategies go beyond the same-old coupon offers and instead use a mix of technology and creativity to get results that will surprise you. Join us to learn how you can:
● Maintain consistent messaging across multiple devices and websites
● Target former customers for reengagement
● Acquire new customer by developing look-alike models of your most loyal customers
Our research across 3000 consumers found that 9 out of 10 are willing to pay more for a better customer experience, and with predictive analytics, you can deliver this personalized experience on a large scale - but how?
In this session we will look at the important, but less glamorous, aspect of predictive analytics – the data. We’ll explore the power of CDPs to provide the foundation for predictive modelling and look at some multi-channel retail examples of predictive models that can reinforce customer loyalty and increase purchase probability.
You will learn:
•What you should consider in order to prepare your data before using it for predictive analytics
•How using predictive analytics can benefit your business
•The different ways you can use predictive strategies
Questions to ask:
1)Do you use predictive models in your marketing campaigns?
2)If yes, how effective are you finding predictive analytics?
3)What question would you like to post to the presenter Matt?
Jeanne Bliss, Author of The Chief Customer Officer, will break down how to deliver meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about a process that leads to customer rave. Learn 5 key competencies every company must have and why a new kind of executive – the Chief Customer Officer – is paramount to this process.
Omer Gotlieb, Chief Customer Officer at Totango, will follow Jeanne to briefly share his experiences in setting up Totango's customer success team and how they strive to continuously deliver value to their customers.
Contact Center Agents must be more than service providers, they must be Loyalty Makers.
Jill Griffin, Loyalty Maker™ pioneer, will teach you:
-How to recruit and hire Loyalty Makers for your contact center
-Why “manage the contact center managers” is critical to loyalty building
-Simple ways to inject “loyalty mentality” into your center’s culture
-Why call center metrics can destroy loyalty building; what to use instead
-How innovative firms use “job ownership” to transform Contact Center Agents into Loyalty Makers
In today's competitive marketplace, building long lasting relationships with customers is key to increasing customer lifetime value, satisfaction and advocacy. But as the modern multi-channel consumer becomes more empowered than ever, organizations are struggling to identify the right customers to target with the right offers through the right channels – let alone deliver this in the most cost-efficient way. By leveraging customer analytics, organizations move from reacting - chasing after a customer who has already defected, to predicting - proactively reaching out to customers to ensure satisfaction and recurring business.
In this webinar, IBMWW Predictive Analytics Retail Sector Leader Colin Linsky will cover 5 key strategies to enhance customer loyalty:
- Understanding drivers that affect customer loyalty
- Targeting those customers who will deliver the most value
- Delivering personalized offers to customers to strengthen relationships and drive revenue
- Identifying indicators that lead to defection and proactively retaining at-risk customers
- Turning satisfied customers into loyal advocates
(Will be hosted in English)
Customer experience technologies play significant roles, yet it’s not uncommon for CX tech to actually make it harder to be a happy customer. To get it right, you need to look at customer experience technology not from an employee’s viewpoint, but from your customer’s perspective.
For customer relationship management, automated customer interactions, customer loyalty, enterprise feedback management, customer communities, social media and other platforms, this presentation will show you how to get beyond a technology-centered definition of customer experience management to view things the way customers do, and to leverage CX tech to inspire customer-centered management company-wide in ways that customers will reward with enthusiastic recommendations and expanded spending with your brand.
About the speaker
Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum, which centers businesses on customers by empowering marketing and customer experience teams to adopt customer-centric outside-in thinking and influence for accelerating growth. She led customer experience strategy at Applied Materials and Sonoco Products Company since the early 1990s where her roles included Voice of the Customer Manager, Customer Satisfaction Improvement Manager and Head of Corporate Quality. Lynn has authored 3 customer experience handbooks, including Innovating Superior Customer Experience, and she was author of the year in 2017 and 2015 on CustomerThink.com. She is past president of Silicon Valley American Marketing Association and currently on the Board of Directors for Customer Experience Professionals Association. Lynn co-founded the ClearAction Value Exchange, which helps companies crack the code to overcoming organizational barriers to success with customer-driven change initiatives.
Competing on customer experience in retail is not just a passing fad – it’s here to stay. Customers expect more, want convenience, and they change quickly. Retailers have responded by introducing new channels, services, and personalized marketing promotions to capture customers’ attention and wallet share. What does it take to really take to engage with customers? The answer is hidden in your data. According to Forbes, 80% of data is dark and untouched - meaning it’s never actually used to make improvements or changes deemed necessary by the customer.
In this discussion you’ll learn what is possible as we review how you can create a trusted 360-degree view of your customer and put the customer truly at the center of your operations. We’ll review how retailers of all types are delivering a customer experience that sets them apart from other brands to drive consumer loyalty. And we’ll share the best practices and use cases retailers have adopted to get to know their customers better by unleashing the disruptive power of their data.
Reward programs are a highly effective way to attract new customers, build better relationships with your existing ones and increase customer lifetime value. In this hands-on demo, Elena Martínez, Retail Specialist at Openbravo, will show you how to engage and motivate your customers with a loyalty program integrated into your retail solution, and we will demonstrate different techniques to increase loyalty among your customers.
What Will You Learn?
- How to create a Loyalty Program and reward your customers based on their purchases.
- Effective ways to create different rewards like gift cards, gift vouchers, customer management and special discount and promotions.
Who Should Attend?
- Roles with business responsibility in processes regarding loyalty programs in the Retail industry, for instance, Marketers, Store Managers, CIOs, CMOs, Merchandise Managers, etc.
Dynamic, volatile, innovative. Cloud security is all of these and more. Join this webinar to learn more about:
- How can cloud service vendors turn the constant parade of new threats into a continuing opportunity to increase customer loyalty?
- How can customers gain trust in their service vendors despite the parade?