ShepHyken

JUNE 26, 2017

Do Your Customers Love You? A Guide to Customer Loyalty by Ruthie Miller. Salesforce) The term customer loyalty is a bit of a chicken-or-the-egg situation: Is it a customer remaining loyal to the company — or the company remaining loyal to its customers? My Comment: How important is customer loyalty?

Customer Service 15

Customer Service Retail Ecommerce Loyalty 15

ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

Customer Service 76

Customer Service Loyalty Programs Loyalty Retail 76

ShepHyken

MAY 1, 2017

Repeat business is not built on a foundation of customer loyalty. My Comment: Every interaction we have with a customer is an opportunity to build customer loyalty. This is especially true the very first time a customer does business with us. For information contact or www.hyken.com.

Customer Service 85

Customer Service Social Media Retail Transportation 85

ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. One of the ways of achieving this is by adopting a customer-centric organizational culture.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal .

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

AUGUST 28, 2017

.” I don’t think you’ll find any surprises in the companies representing the bottom of the customer service world, however you may be surprised at a few of the Hall of Famers. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai. Well deserved, I might add!).

Customer Service 83

Customer Service Contact Center Ecommerce Loyalty Programs 83

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Smartphones are the Secret Weapon by Ken Kunz.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

APRIL 10, 2017

Improving Customer Experience Through Customer Data by Daniel Newman. Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term. People like doing business with companies that know them.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. So, how do you stand out?

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. Follow on Twitter: @Hyken.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Technology NPS Benchmarks by CustomerGauge.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

ShepHyken

JANUARY 9, 2017

The best companies know what data helps them get the answers and info they need to help their customers. Building Long Term Customer Loyalty in Disposable Times by Deborah Shane. My Comment: Loyalty is about long term relationships. It starts with getting the customer to come back next time.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

AUGUST 21, 2017

Here are the top 5 customer service mistakes and easy to implement changes that will generate greater engagement, less costly overhead and better satisfaction. My Comment: This excellent article covers five important topics including loyalty, friction, anticipation, customization and engagement.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Why Paid Memberships Are the New Loyalty by Doug Stephens. by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MARCH 27, 2017

The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. 5 New Rules To Winning The Customer Loyalty In The Digital Age by Shama Hyder. Forbes) Traditionally, the approach to creating customer loyalty has had a particular formula and countenance.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

DECEMBER 26, 2016

5 ways to build customer loyalty by Laura Loughran. IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. For information contact or www.hyken.com.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

FEBRUARY 27, 2017

Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. My Comment: Personalization is a big trend in delivering a better customer experience. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

FEBRUARY 6, 2017

This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . It is the “warm feeling” that the customer has when they do business with you. That is “warmth.”

Customer Service 48

Customer Service Social Media Tips Loyalty 48

ShepHyken

JANUARY 30, 2017

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. So, how do you stand out?

Customer Service 54

Customer Service Loyalty Programs Self Service Loyalty 54

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Provide Support

MARCH 15, 2017

So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them? © 2003 - 2017 Provide Support LLC.

Infographics 70

Infographics Customer Service Customer Satisfaction Training 70

ShepHyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. Well, that’s a good question. Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Chatbots Retail B2C 91

ShepHyken

OCTOBER 17, 2016

While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw. My Comment: Creating customer loyalty doesn’t have to be complicated.

Customer Service 48

Customer Service Customer Journeys Tips Exercises 48

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Follow on Twitter: @Hyken.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ViiBE Blog

APRIL 19, 2021

If your customer leaves unsatisfied, they are unlikely to give you any repeat business. The customer relationship you have established goes out the window, and you’ll have to start building customer loyalty with someone else. But what if you could turn that unhappy customer into a happy one instead? Prevention.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

Provide Support

MAY 4, 2016

Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations. The need is becoming more acute and palpable. Read more.

Training 40

Training Customer Service Leadership Innovation 40

Stella Connect

JANUARY 25, 2018

With the likes of Brooklinen , Jet , Warby Parker, and other industry disruptors making customer service their lead differentiator, more legacy brands will look to emulate that model. A 2017 report from Retail Systems Research suggests many brands are still struggling to meet consumers’ omnichannel demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

FEBRUARY 13, 2017

By the way, my take on this is that the customer is NOT always right, but they are ALWAYS the customer. Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

DECEMBER 4, 2017

And happiness is what customers will feel when everything is going right until something goes wrong. Relief can take you back to happiness, and maybe even create customer confidence (a key to creating loyalty) along the way. 5 Customer Experience Lessons from the World’s Biggest Brands Marketing by Kristian Bannister.

Customer Service 0

Customer Service Government Poor Customer Service eBook 0