ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. Follow on Twitter: @Hyken.

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Airlines Hotels Loyalty Programs Loyalty 100

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Follow on Twitter: @Hyken.

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Customer Service Loyalty Programs Loyalty Sales 82

ShepHyken

SEPTEMBER 10, 2023

by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program. In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force.

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Customer Service Loyalty Programs Retail Loyalty 88

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic.

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Loyalty Programs Customer Service Infographics Chatbots 66

ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. MarTech Series) Loyalty programs are no longer just about discounts and transactions. by Jay Baer.

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Customer Journeys Customer Service Loyalty Programs Loyalty 75

ShepHyken

MAY 13, 2024

Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. 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.” Ease of use. Personalization.

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Customer Service Loyalty Programs Customer Retention Social Media 78

ShepHyken

JULY 24, 2017

Customer Service Tip: Just Be Nice by George Aveling. Goerge Aveling) I first heard the phrase “Just Be Nice” when I read a book by Robin Sharma. My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. And that was some years ago!

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?

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Customer Service Employee Engagement Customer Service Training Loyalty Programs 66

ShepHyken

JUNE 6, 2022

For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Inflation Is Impacting the Customer Experience: Here’s What to Do About It by Jim Katzman. Retail Customer Experience) How does inflation affect customer experience?

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Customer Service Loyalty Programs Hotels Loyalty 71

ShepHyken

DECEMBER 3, 2023

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. However, most companies confuse a loyalty program with a discount or incentive program.

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Customer Service Loyalty Programs Loyalty Customer Service Training 65

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Washington University in St.

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Loyalty Programs Customer Service Rewards Programs Consulting 51

CSM Magazine

JULY 1, 2024

Training Your Staff Your team should embody your commitment to exceptional service: Customer Service Training : Regularly train your staff on the latest customer service techniques and best practices. Service Reminders : Send automated reminders for upcoming services or maintenance needs.

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Automotive Customer Service How To Loyalty Programs 52

ShepHyken

OCTOBER 1, 2023

So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year? I do like it, but I think it is more about creating a customer loyalty program focused more on repeat business than true loyalty. There is nothing wrong with that! What an honor.

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Customer Service Contact Center Average Handle Time Customer Service Strategies 71

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. My Comment: Convenience is one of my favorite topics – so much so I wrote a book about it ( The Convenience Revolution ). How big is simplicity?

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Customer Service Customer Retention Loyalty Customer Service Training 14

ShepHyken

JULY 24, 2017

Customer Service Tip: Just Be Nice by George Aveling. Goerge Aveling) I first heard the phrase “Just Be Nice” when I read a book by Robin Sharma. My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. And that was some years ago!

Customer Service 54

Customer Service Loyalty Programs Self Service Loyalty 54

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. And, there’s the strategy of customer loyalty programs.

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Self Service Customer Service Chatbots Customer Care 71

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.”

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

DECEMBER 5, 2022

So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

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Customer Service Hospitality e-support eBook 75

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” ” The reasons could fill several chapters in a book. That said, when it comes to loyalty programs, the concept is valid. Follow on Twitter: @Hyken.

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Customer Service Loyalty Programs Customer Service Training Video 54

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” ” The reasons could fill several chapters in a book. That said, when it comes to loyalty programs, the concept is valid. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Loyalty Programs Customer Service Training Video 48

ShepHyken

NOVEMBER 14, 2022

So why do many companies create situations where customers need to figure things out for themselves? My Comment: I’m a big fan of reducing customer effort and eliminating friction. So much so that I wrote a book, The Convenience Revolution. Don’t make customers do extra work. However, they do create repeat business.

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Customer Service Loyalty Programs Loyalty Tips 75

ShepHyken

MARCH 10, 2025

Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are. Is that a bad thing?

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Loyalty Programs Customer Service Self Service Loyalty 71