Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. Why focusing on CX is key at times of change.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

ShepHyken

DECEMBER 24, 2018

Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service e-support Loyalty Data 94

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Alida

FEBRUARY 22, 2017

The customer relationship management (CRM) market, for instance, reached $26.3 billion in market value by 2018. The race towards customer-centricity is driving some the biggest trends in business technology. Why then do the tools companies use to get closer to their customers focus on the number and size of transactions?

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

ShepHyken

OCTOBER 15, 2018

(CBT Automotive Network) If the focus is educating the customer not only on the product but how you will deliver it and be of service, then you will distinguish yourself from others who are just trying to manipulate customers into buying a product. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Automotive Tips Feedback 92

ShepHyken

SEPTEMBER 17, 2018

Tech Brands Dominate Brand Loyalty Rankings By Paul Ausick. (24/7 Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. My Comment: Which brands are the leaders in customer loyalty?

Customer Service 85

Customer Service Automotive Metrics Loyalty 85

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. billion market of 2018. Chatbots are being used to take customer orders, speed interactions, increase access, generate leads, and for a variety of other uses. Next Generation Loyalty – Part One by Braden Kelley.

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. Customer experience is ‘tipping point’ for choosing a brand by Marianne Wilson.

Customer Service 86

Customer Service Loyalty Conference Tips 86

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. My Comment: Loyalty programs can be powerful.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement.

Customer Success 79

Customer Success Meeting Lifetime Customer Consulting 79

ShepHyken

JUNE 11, 2018

Create great customer events. Customer Loyalty is Not the Same as Repeat Business by Joseph Michelli . Joseph Michelli) Given the confusion that abounds between loyalty and repeat business, I thought I would share a couple of nuances that I hope will prove conceptually helpful. Deliver relevant and valuable content.

Customer Service 80

Customer Service Loyalty Tips Customer Service Training 80

ShepHyken

MARCH 19, 2018

This article gives you a peek behind the curtain of the man who has a relentless and passionate focus on taking care of customers. ClickZ) Naturally, loyalty is hugely important to Dunkin’ Donuts, which, despite its name, mostly sells coffee. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Infographics Case Study Loyalty 82

ShepHyken

FEBRUARY 26, 2018

This, according to the article, can put a company that’s not customer focused in a “fragile” position. Mismanage the customer’s experience an d you may shatter the relationship and any hope for future business. Why Paid Memberships Are the New Loyalty by Doug Stephens. Follow on Twitter: @Hyken.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

ShepHyken

JUNE 17, 2018

It’s simple: You don’t just create a customer experience that’s better. 5 Ways to Build Customer Loyalty by Christy Bieber. The Motley Fool) Your company can model other successful businesses in encouraging customers to become repeat shoppers. My Comment: Who doesn’t want customer loyalty!?

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

Customer Service 93

Customer Service Chatbots Wireless Airlines 93

ShepHyken

MAY 7, 2018

.” The Three Types of Brand Consistency that Drive Customer Loyalty by Christina Sanders. Let’s dive into the three types of brand consistency that can boost customer loyalty. My Comment: What drives loyalty? Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

MARCH 28, 2018

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? Shep Hyken (@Hyken) March 17, 2018. then #loyalty to retain converts? — Shep Hyken (@Hyken) March 17, 2018.

Customer Experience 64

Customer Experience Loyalty Exceptional Customer Service Advertising 64

ijgolding

JUNE 25, 2018

In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Take care of your customers and employees first, and the profits will follow.? not a 100-yard dash.

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. My Comment: Charity is part of the customer experience.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

OCTOBER 29, 2018

(Harvard Business Review) The T-Mobile model is paying huge dividends for the company: In the three years since launch, T-Mobile’s overall cost to serve is down 13%, its Net Promoter Score (a measure of customer loyalty) is up by more than half, and its customer churn rate has dipped to an all-time low.

Net Promoter Score 109

Net Promoter Score Customer Service NPS Customer Satisfaction 109

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX

Customer Service 15

Customer Service B2C Retail Infographics 15

ShepHyken

JANUARY 15, 2018

This line sums it up nicely: No matter how great your brand may be, the reputation and customer loyalty is determined by the final exchange between employee and customer. Websitebuilder) You are undoubtedly aware of the importance of customer service on your online business’ road to success. It made him want to come back.

Customer Service 0

Customer Service Infographics Survey Tips 0

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. Three C’s of Customer Service Success. Give A Valuable Gift: The Top 10 Business Books For 2018.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

TechSee

APRIL 10, 2019

To get started on the road to improving customer experience, take stock of your customers’ pain points, and determine the business impact of reducing their pain. Drive long-term loyalty? Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits. Boost revenues?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ShepHyken

APRIL 29, 2019

Customer Loyalty! ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Are you putting Customer Experience theory into practice? Here are my top five picks from last week. by Chad Storlie.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. And guess what?

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

AUGUST 20, 2018

(Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. And, brands must also rethink innovation and service to deliver faster, easier and better customer experiences (CX) to drive business growth and loyalty.

Customer Service 69

Customer Service B2B B2C Innovation 69

One Millimeter Mindset

DECEMBER 13, 2018

It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. The post One Millimeter Mindset™ 2018 Collaborative Storytelling Blog Review appeared first on Babette Ten Haken. is available on Amazon.com.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

Retently

MAY 24, 2018

The answer may seem quite obvious: your content should be as customer-focused as possible. What customer-focused strategy is. Simply put, customer-focused strategy means putting your customer at the core of your business. You’ll increase their loyalty. Quite simple! The bottom line.

Customer Focused 60

Customer Focused Strategy How To e-support 60

Comm100

MARCH 1, 2018

Customers can happily get on with other things, and just wait for the ‘ping’ that indicates they have a response. This increased convenience makes live chat such a priority as it’s incredibly customer-focused. Free Download] Live Chat Benchmark Report 2018. In Summary. Let us know in the comments below. Download Now.

Contact Center 148

Contact Center e-support Self Service Knowledge Base 148