ShepHyken

AUGUST 11, 2021

Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As a business, you should do everything you can do to get the customer to come back.

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Loyalty Customers Customer Service Training Retail 174

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

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ShepHyken

MARCH 19, 2025

This made me reflect on my mentor of gift giving, the late John Ruhlin , author of Giftolog,y and his latest book, Beyond Giftology (released posthumously), who taught me the dos and donts of corporate gifting. The point of gifting to customers and employees is to be remembered. However, not everyone does it right.

Sports 80

Sports Customer Service Training Customers Connections 80

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Customer Service 155

Customer Service Loyalty Programs Hotels Infographics 155

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. In another one of my books, I cover six “Convenience Principles.”

Customer Service 157

Customer Service B2C B2B Customer Retention 157

Vonage

OCTOBER 2, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP!

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

MARCH 4, 2025

Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In my book, Ill Be Back: How to Get Customers to Come Back Again and Again , one of the six strategies I cover in the final chapter is to find out what your competition does well and adapt it to your company.

How To 83

How To Exercises B2B Feedback 83

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. and over the years I became a regular customer.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

Vonage

JULY 13, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP!

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

FEBRUARY 23, 2025

Responsive Customer Service Is Brands Secret to Success by LBB Editorial (LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.

Customer Service 80

Customer Service Social Media B2C B2B 80

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 150

Travel Customer Service Training Culture Loyalty 150

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? Consider this: . Here’s an example.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

Social Media 168

Social Media Customer Service Training Training Customers 168

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

Customer Service 126

Customer Service Customer Service Training Policies Loyalty 126

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

FEBRUARY 20, 2024

Yes, this is subjective, and it’s the customer’s opinion that matters, but keeping in mind that you’re creating value in the time your customer spends with you will help you focus on delivering your best customer experience. Does the Customer Come Back? This one will be familiar to you if you’ve been following my work.

Metrics 158

Metrics Customer Service Measurement NPS 158

ShepHyken

DECEMBER 21, 2020

Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Nothing fancy here.

Customer Service 124

Customer Service Airlines Tips Customer Service Strategies 124

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

Measurement 158

Measurement Net Promoter Score Effort Score Customer Satisfaction 158

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

ShepHyken

AUGUST 23, 2021

Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. The Effortless Experience.

Effort Score 116

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 116

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers.

Customer Service 152

Customer Service Social Media Culture Report 152

ShepHyken

APRIL 7, 2021

Now, if someone comes in to buy a book they saw on our website, we can access the online price through our register. A lack of trust costs you repeat business and will never earn you loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Avoid uncertainty.

Retail 145

Retail Customers Customer Service Training Loyalty 145

ShepHyken

DECEMBER 20, 2018

In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of Customer Service Success. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in Customer Service. Give A Valuable Gift: The Top 10 Business Books For 2018.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

Vonage

DECEMBER 16, 2015

I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, and you want to get inside?”. When you are proactive with solid customer service skills, potential clients will take notice. Your Service.

Customer Service 120

Customer Service Infographics Culture Customer Service Training 120

ShepHyken

MARCH 15, 2021

I just wrote another book ( I’ll Be Back: How to Get Customers to Come Back Again and Again ), which is all about repeat customers. So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. It’s the price of admission.

Customer Service 105

Customer Service Customer Service Training Customer Retention Training 105

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. He was kind enough to take time out to answer our questions.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

AUGUST 31, 2020

How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. Still, I liked this article a lot.

Customer Service 111

Customer Service Social Media Customer Service Training Infographics 111

Vonage

AUGUST 14, 2015

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 19, 2018

I get new magic books and props in here every week. It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. The post Do Your Customers Trust You This Much?

Customer Service Training 123

Customer Service Training Customers Loyalty Training 123

Vonage

MAY 22, 2017

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A good customer service experience is doing what you are supposed to do. This is why it concerns me when companies talk about “satisfying” their customers. That’s expected. In other words, it meets basic expectations.

Exceptional Customer Service 120

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 120

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience. It’s simple: Customers love to know what to expect. Follow on Twitter: @Hyken.

How To 121

How To Social Media Customer Care Brands 121