ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Customer Service 74

Customer Service Loyalty Customer Satisfaction Customer Service Training 74

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Customer Service 74

Customer Service Self Service Connections Social Media 74

ShepHyken

MARCH 19, 2025

For Customers: Dont turn your gift into a marketing promotion with logos branded all over the gift. For Customers and Employees: Be careful about sending food. Second, if the customer or employee is on a specific diet, they may not appreciate or enjoy the gift. He left us on August 15, 2024, at the young age of 44.

Sports 80

Sports Customer Service Training Customers Connections 80

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. My Comment: What is a Forever Customer? This is the customer you want!

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

NOVEMBER 25, 2024

A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” I remember my first Star Wars movie experience in the 1970s.

Customer Service 70

Customer Service Contact Center Trends Analysis 70

ShepHyken

JANUARY 12, 2025

Its about fostering a community of advocates who believe in your brand as much as you do. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization. Customers enjoy doing business with companies that know why they are. It can when its used the right way.

Customer Service 74

Customer Service Customer Retention Call Center Sales 74

CSM Magazine

FEBRUARY 13, 2025

John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training. Without these, even the most esteemed brands risk losing their edge and ultimately, their profitability. Amazon 2024 Results $63.2

Customer Experience 59

Customer Experience Culture Training Call Center 59

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

ShepHyken

JUNE 17, 2024

Smart companies and brands recognize the difference in their customers – specifically their ages. Gen Zs are the customers of our future. Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector.

Customer Service 86

Customer Service Retail Competitive Advantage Loyalty 86

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. My Comment: What’s happening to customer loyalty?

Customer Service 89

Customer Service ROI Return on Investment Customer Journeys 89

ShepHyken

AUGUST 4, 2024

How Return Policies Fit into Retail Customer Experience by S.L. Fuller (Retail Dive) Retailers differentiate their brands from the competition through product assortment, price and quality. Customer experience matters, too — particularly when it comes to return policies. And not only my own!) Connect with Shep on LinkedIn.

Customer Service 83

Customer Service Airlines Policies Advertising 83

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Social Media Tips B2C 77

ShepHyken

APRIL 22, 2024

How Target, Coca-Cola and Tide Use ‘Irrational Love’ to Win Customer Loyalty by Cindy Scott (AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique. Well, don’t wonder.

Customer Service 86

Customer Service Self Service Contact Center Tips 86

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

Customer Service Training 147

Customer Service Training Customers Customer Service Study 147

ShepHyken

SEPTEMBER 30, 2024

CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. My Comment: Tomorrow (October 1, 2024) is CX Day. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 83

Customer Service Employee Experience Customer Service Training Loyalty 83

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day. And beyond loyalty is a brand fan. Do You Know Who Your Competition In Business Really Is?

Customer Service 86

Customer Service Government Employee Experience Video 86

ShepHyken

MAY 26, 2024

BONUSES Onalytica Insider: 2024 B2B Influencer Marketing Report by Onalytica (Onalytica) Discover the latest trends and strategies in B2B Influencer Marketing with our new 2024 report. My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. but it is well worth it.

Net Promoter Score 80

Net Promoter Score Ecommerce Customer Service B2B 80

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I agree with the title.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72

ShepHyken

JUNE 30, 2024

Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” The convenience store industry has a few brands worth knowing about and emulating their attention to customer experience.

Customer Service 83

Customer Service Retail Customer Retention Loyalty 83

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: As costs go up, we must charge customers.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

ShepHyken

SEPTEMBER 22, 2024

Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.

Customer Service 83

Customer Service Banking Retail Customer Service Training 83

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Social Media Tips B2C 66

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Yet, in the current economic landscape, the stakes are higher than ever.

Loyalty Programs 74

Loyalty Programs Customer Service Self Service e-support 74

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

Customer Service 66

Customer Service B2B Loyalty B2C 66

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Hotels 83

Hotels Loyalty Programs Customer Service Hospitality 83

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand.

Customer Service 66

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 66

ShepHyken

JANUARY 28, 2024

2024 Unveiled: Top 7 Customer Experience Trends Shaping the Future by Anwesha Roy (TechFunnel) Business leaders recognize the critical role of customer experience; in fact, 96% concur, according to research, that outstanding experiences improve brand loyalty. The numbers make the case. CX doesn’t cost.

Customer Service 72

Customer Service Customer Journeys Trends Study 72

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 64

Customer Service Self Service Trends Hotels 64

ShepHyken

FEBRUARY 27, 2024

I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms. There are some rockstar brands that are so good that customers are compelled to share their experience in a survey, be it long or short. Connect with Shep on LinkedIn.

Survey 96

Survey Customer Satisfaction Customer Service Training Customers 96

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 72

Self Service Customer Service Social Media Ecommerce 72

ShepHyken

JANUARY 1, 2024

These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. My Comment: If you’re not familiar with the concept of the Zero Customer , you should be. Customers are expecting a better CX than in the past.

Customer Service 62

Customer Service Social Media Loyalty B2C 62

ShepHyken

JULY 7, 2024

The Opportunity in a Customer Experience Slump by Greg Kihlstrom (CMSWire) Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Do you have a strong customer experience strategy? Connect with Shep on LinkedIn.

Customer Service 83

Customer Service Customer Journeys Customer Service Training Measurement 83

ShepHyken

OCTOBER 6, 2024

7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty. It goes beyond a product’s or service’s functional benefits and taps into customers’ feelings, values and identity.

Customer Service 80

Customer Service Loyalty Programs Loyalty Rewards Programs 80

ShepHyken

JULY 15, 2024

Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Customer love will significantly improve customer interactions and satisfaction. by Jacqueline White (Entrepreneur) Building brand loyalty previously relied on price. This Is What You Need Now.

Customer Service 83

Customer Service Return on Investment Loyalty Programs Employee Experience 83

ShepHyken

JULY 29, 2024

Established household names are constantly bringing fresh innovations to market, and there’s no shortage of new brands claiming that their products and services are ‘the next big thing’. My Comment: How do you get customers to say, “I’ll be back?” And those moments are still critically important for brand awareness and affinity.

Customer Service 83

Customer Service Chatbots Self Service Sports 83

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86