Tag: Customer loyalty

How the pandemic has made UK consumers rethink their relation to brands

The global pandemic changed the way we interact with each other, and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future. In mid-2021, the Qualtrics XM...

Three CX strategies to create a subscription loyalty programme

In this rapidly changing retail environment, accelerated by lockdowns and store closures, the customer journey has transformed dramatically. In particular, companies are contending with much longer sales cycles and greater dependence on digital. These changes could very well be part...

Design CX for novice and expert digital users

After a year of dramatic digital acceleration, it is time for companies to seriously reflect on whether their online solutions meet the needs of users across different generations. Due to fluctuating consumer demands in a highly trending e-commerce, the one-size-fits-all...

Outperforming competitors with a powerful brand purpose

When was the last time you smiled and felt connected with your powerful brand purpose? A smile is a simple act that stimulates a chemical reaction in the brain, releasing a suite of ‘feel-good’ hormones. To cheer myself up, I occasionally...

Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

Want to get more from your surveys? Close the customer feedback loop!

Many companies are striving to become more customer-centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective response mechanisms into their customer surveys and managed to close the...

Can Covid-19 Provide Opportunities to Change Stakeholder Relationships For Good?

When the coronavirus crisis hit the UK in March, businesses faced the immediate challenge of making sure that their content output was relevant to a strange and unsettling new landscape. But, even as lockdown eases, could there be lasting implications...

Grow Brand Loyalty, Organically

Customer experience ecosystems are complex and multifaceted, with multiple moving mechanisms across many organisational silos – each with their own set of values, beliefs and key performance indicators. Carefully curated customer experience initiatives synchronise and steer these cross-functional team efforts...

Is Safety the New Currency for Retailers in the Battle for Customer Loyalty?

When face masks became compulsory in shops and supermarkets across England on July 24, coupled with President Donald Trump wearing one for the first time in recent days, the issue has once again been thrust firmly into the spotlight. For retailers...

Emotion-Infused Loyalty is at The Heart of Revenue Growth

How to do cutting edge Customer Loyalty? For a question, the answer to which has long been a preoccupation of many enterprises, surprisingly few really get it right. In fact, all too many companies pay little more than lip-service to loyalty...