InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them.

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. I’m often asked to define customer centricity.

Customer Service 76

Customer Service Loyalty Programs Contact Center Loyalty 76

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Hotels 89

Hotels Loyalty Programs Customer Service Hospitality 89

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Part of this finding is dependent on the customer’s age.

Customer Service 92

Customer Service Self Service Loyalty Programs Customer Service Training 92

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. My Comment: As costs go up, we must charge customers.

Net Promoter Score 83

Net Promoter Score Loyalty Programs Customer Service Ecommerce 83

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 74

Customer Service Loyalty Programs Entertainment Loyalty 74

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. From writing product descriptions to automating customer support queries with chatbots, the opportunities to implement AI are limitless.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five Roundup with 18 tips on how to deal with awkward customers. What is an awkward customer? The experience a company provides can be the best marketing strategy.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 78

Loyalty Programs Customer Service Self Service e-support 78

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Self Service 92

Self Service Loyalty Programs Customer Service Airlines 92

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? My Comment: Our annual CX research finds that customers want a personalized experience.

Customer Service 83

Customer Service Customer Centricity Entertainment Airlines 83

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 71

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 71

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week.

Customer Service 89

Customer Service Retail Customer Retention Loyalty 89

InMoment XI

NOVEMBER 18, 2024

To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Self Service 92

Self Service Customer Service Loyalty Programs Travel 92

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond.

Customer Service 71

Customer Service Net Promoter Score Loyalty Programs Gamification 71

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Bad Customer Service Puts $3.7

Customer Service 71

Customer Service B2B Loyalty B2C 71

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. 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. And the customer is NOT always right !

Customer Service 69

Customer Service Self Service Trends Hotels 69

ShepHyken

OCTOBER 6, 2024

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 86

Customer Service Loyalty Programs Loyalty Rewards Programs 86

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Custom Studio (Inc. What does that mean?

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

Retently

JANUARY 25, 2023

Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. Ecommerce marketing needed to evolve, prioritizing retention and customer loyalty more than ever. With over 1.8 But what did it mean for ecommerce?

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

Optimove

AUGUST 20, 2024

See the difference control groups make in this guide Download Now Why it Matters: For sportsbooks, this report reveals trends that suggest increased revenue potential for operators who can effectively capture and retain customers. The report includes a dozen recommendations for sportsbook operators for the 2024-2025 NFL season.

Loyalty Programs 59

Loyalty Programs Report Trends Groups 59

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.

Customer Service 83

Customer Service Loyalty Programs Customer Retention Metrics 83

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. This is what the famous NPS attempts to measure.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Gets Worse. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 74

Customer Service Loyalty Programs Chatbots Loyalty 74

DCX

DECEMBER 1, 2024

Inspiration, education, and coaching for customer-obsessed leaders. Welcome to this week's roundup of customer experience insights! Customers want experiences that feel personal, considerate, and crafted with care. Customers want brands that break the mold and make them feel valued. AI: Friend or Foe?

Fashion 52

Fashion Trends Culture Connections 52

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. Higher scores mean greater customer satisfaction and loyalty.

Ecommerce 78

Ecommerce NPS Retail Software 78

TechSee

JULY 23, 2019

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. billion by 2024, representing a CAGR of 16.21%. Now is NOT the time for a technical glitch.

System 129

System Retail Software Sales 129

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Let’s start by understanding the key features a customer retention software must have. And for this, customer support and feedback tools are essential.

Customer Retention 52

Customer Retention Software Gamification e-support 52

SurveySparrow

FEBRUARY 27, 2024

Customers expect more, and to stay in the lead, you’ve got to tune into their needs closely. It’s a game-changer in retail, turning customers into loyal fans and, even better, into advocates for your brand. And yes, the numbers back it up – higher NPS scores often mean more repeat customers and growth.

NPS 52

NPS Retail Effort Score Loyalty Programs 52

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. My Comment: I’m a big fan of loyalty programs.

Customer Service 69

Customer Service Loyalty Programs Loyalty Customer Service Training 69

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Trends 52

Trends Self Service Customer Service Chatbots 52

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 74

Customer Service Contact Center Average Handle Time Customer Service Strategies 74

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. To ensure your customers keep coming back, make a pledge to follow these marketing resolutions in 2024.

CRM 69

CRM Marketing Social Media Analysis 69

Optimove

DECEMBER 11, 2024

Key takeaways: Adopting best practices for communicating with new and current customers ensures they will do business with you throughout the year, not just during the holiday shopping season. The five best practices for converting new customers into loyal customers. An excellent shopping experience is a great driver of loyalty.

Lifetime Customer 52

Lifetime Customer Loyalty Programs Social Media e-support 52