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 87

Customer Service ROI Return on Investment Customer Journeys 87

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 76

Customer Service Social Media Tips B2C 76

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 82

Customer Service Banking Retail Customer Service Training 82

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 71

Customer Service Loyalty Programs Contact Center Loyalty 71

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 85

Customer Service Government Employee Experience Video 85

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

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 79

Net Promoter Score Ecommerce Customer Service B2B 79

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 65

Customer Service B2B Loyalty B2C 65

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 65

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 65

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 85

Customer Service Self Service Tips Contact Center 85

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 82

Customer Service Retail Customer Retention Loyalty 82

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 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76

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 63

Customer Service Self Service Trends Hotels 63

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 73

Loyalty Programs Customer Service Self Service e-support 73

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 71

Customer Service Customer Journeys Trends Study 71

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 61

Customer Service Social Media Loyalty B2C 61

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 82

Hotels Loyalty Programs Customer Service Hospitality 82

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 79

Customer Service Loyalty Programs Loyalty Rewards Programs 79

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Customer Service 63

Customer Service B2C B2B Travel 63

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 71

Self Service Customer Service Social Media Ecommerce 71

ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)

Customer Service 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

ShepHyken

OCTOBER 27, 2024

Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

ShepHyken

OCTOBER 13, 2024

In addition, the article shares five benefits of implementing a customer experience improvement program. It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” My Comment: Reviews are important to the customer experience. Aren’t the customer and the user the same?

Customer Service 69

Customer Service Trends User Experience Customer Service Training 69

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience. Gen Zers are much less likely to trust organizations than Baby Boomers. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service Retail Consumers Metrics 61

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 82

Customer Service Customer Journeys Customer Service Training Measurement 82

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 82

Customer Service Chatbots Self Service Sports 82

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience. Gen Zers are much less likely to trust organizations than Baby Boomers. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Retail Consumers Metrics 58

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 85

Self Service Customer Service Loyalty Programs Travel 85

ShepHyken

MAY 13, 2024

Something has to change, and the author has given companies and brands some ideas to think about. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” My Comment: Ragy Thomas is the CEO/founder of Sprinkler and one very smart dude!

Customer Service 76

Customer Service Loyalty Programs Customer Retention Metrics 76

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 146

Customer Service Training Customers Customer Service Study 146

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 94

Survey Customer Satisfaction Customer Service Training Customers 94

ShepHyken

SEPTEMBER 1, 2024

How to Win in the Routine Economy: Elevate the Everyday by Jen Gray (Retail TouchPoints) In the Routine Economy, the brands that get it are the brands that understand how powerful a routine is and how to seamlessly integrate and stay a part of a buyer’s routine. It’s when customers practice a daily routine.

Customer Service 73

Customer Service Retail Customer Centricity Trends 73

ShepHyken

AUGUST 25, 2024

My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand. This article shares the concerns you should consider when putting technology between your customer and a live support agent. It should support and augment it.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

ShepHyken

JUNE 2, 2024

While you may not see anything new, I want to emphasize the third strategy, which is proactive customer service. Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Net Promoter Score Chatbots NPS 82

ShepHyken

MAY 19, 2024

So, doesn’t it make sense to have a vested interest in how employees are onboarded, ensuring they have a clear vision and are in alignment with what the company or brand is all about? The author writes, “Ultimately, onboard is more branding than utility.” You may or may not agree, but consider how you set the tone for new employees.

Customer Service 85

Customer Service Government Trends Contact Center 85

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? A fitness expert touting a new athleisure brand? My Comment: Influencer Marketing is part of the customer experience. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Government B2B B2C 82

ShepHyken

MARCH 31, 2024

My Comment: Influencer Marketing is part of the customer experience. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 87

Customer Service Government B2B B2C 87