ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Service 85

Customer Service Loyalty Programs Retail Loyalty 85

InMoment XI

OCTOBER 29, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. What Are the Different Types of Customer Loyalty? Meet customers where they are.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The first trend that caught my eye had to do with paid loyalty programs. Here are my top five picks from last week.

Customer Service 71

Customer Service Loyalty Programs Contact Center Loyalty 71

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

Customer Service 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards.

Customer Service 69

Customer Service Loyalty Programs Ecommerce Loyalty 69

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 65

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 65

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is an interesting article from the New York Times about the state of customer service.

Customer Service 79

Customer Service Loyalty Programs Loyalty Sales 79

ProProfs Chat

MAY 31, 2019

Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. # How to Cultivate Customer Loyalty. It Provides Customer Referrals.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score How To 66

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 88

Customer Retention How To Net Promoter Score Effort Score 88

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Don’t succumb to the “fatal flaws” covered in this article.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Or, maybe a better question is: When should chat-bots replace humans for customer support? That’s not a bad thing.

Chatbots 96

Chatbots Loyalty Programs Customer Service Return on Investment 96

Lumoa

FEBRUARY 2, 2023

In This Article: What is Customer Experience and Why Is it Important? What’s the Difference Between Customer Experience and Customer Service? Implement a Loyalty Program Loyalty programs are all the rage right now. Your loyalty program can create a positive customer experience.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Washington University in St.

Loyalty Programs 66

Loyalty Programs Customer Service Rewards Programs Loyalty 66

CSM Magazine

OCTOBER 3, 2024

Did you know that increasing customer retention rates by just 5% can boost your profits by up to 125%? The significance of cultivating customer relationships becomes very clear when you consider the numbers. Existing customers are worth their weight in gold. An informed customer is more likely to be a loyal customer.

How To 52

How To Loyalty Programs Customer Retention Exceptional Customer Service 52

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. The concept is simple.

Customer Service 78

Customer Service Loyalty Airlines Loyalty Programs 78

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategies involving both on and off your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. A simple answer is by focusing your efforts on customer retention. What is Customer Retention? Improve Your Customer Support.

Sales 111

Sales Customer Engagement e-support Engagement 111

SurveySparrow

JUNE 20, 2023

In this article, we have compiled 100 compelling statistics and metrics that demonstrate the crucial role customer satisfaction, retention, and loyalty play in the success of a business. 91% of customers who had a bad experience will not do business with the same company again.

Customer Satisfaction 52

Customer Satisfaction Loyalty Net Promoter Score Loyalty Programs 52

SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125

InMoment XI

OCTOBER 4, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. CXM will help you improve customer retention by giving you a better understanding of your customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CSM Magazine

AUGUST 13, 2024

How has communication changed the way you connect with your customers? Communication technology has transformed the customer experience, focusing more on personalization, quick responses, and smooth interactions. This instant interaction is key to maintaining customer trust and loyalty.

Management 52

Management Multi-Channel CRM Loyalty Programs 52

CX Journey

JUNE 29, 2017

One article states that. Lampert said Sears would remain focused on improving its relationship with its customers. Customer retention (which, I'm assuming, is why he thinks he has enough customers) is a big focus for many companies, although there are plenty of others who simply focus on acquisition and attrition.

Loyalty Programs 135

Loyalty Programs Loyalty Customer Retention Retail 135

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Do not confuse the two.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

SurveySensum

JUNE 26, 2024

But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? This is the power of loyalty programs which Amazon has taken to the next level. Let’s find out! And Amazon excels at it!

NPS 52

NPS Loyalty Net Promoter Score Effort Score 52

ShepHyken

DECEMBER 10, 2021

This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. Customer acquisition costs approximately five times more than customer retention, so what steps can companies take to keep the subscribers they already have happily engaged? .

Engagement 85

Engagement Company Self Service Entertainment 85

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more. Providing exclusive offers through loyalty programs.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

CSM Magazine

AUGUST 21, 2023

However, with the increasing complexity and diversity of today’s retail environment, engaging with customers has become a more challenging task. The good news is that with the right strategies and processes in place, retailers can achieve higher levels of customer engagement and build stronger relationships.

Retail 52

Retail Customer Engagement Engagement Social Media 52

ShepHyken

APRIL 17, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. When things become normal these customers will remember and reward you.

Loyalty 132

Loyalty Rewards Programs Loyalty Programs Study 132

ClearAction

JULY 8, 2024

A leading indicator shows what customers will soon experience. Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It involves a range of strategies, tools, and tactics that organizations use to attract, engage, and retain customers.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. We want the customer to feel a sense of ownership in the relationship they have with us. That’s what your loyalty program should do. – Shep Hyken. What’s next?

Customer Centricity 75

Customer Centricity Loyalty Loyalty Programs Rewards Programs 75

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Alida

APRIL 19, 2017

E-commerce and the undeniable dominance of Amazon is one obvious answer, but as a recent Atlantic article points out, the full story is more complex than that. Others, like Lids Sports Group and Sally Beauty , are re-examining their loyalty programs to lure back customers to their shops. Source: Business Insider ).

Retail 173

Retail Company Sports Fashion 173

One Millimeter Mindset

OCTOBER 22, 2018

Frequently, the stage for customer disloyalty is set because front-line employees have no control over leadership and management decisions. Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. Each with their own, branded customer loyalty program.

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13