Ann Michaels and Associates

JULY 26, 2024

Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

ShepHyken

NOVEMBER 18, 2024

‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Good experience builds loyalty.” The answer is simple.

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

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’s often been thought to be a key driver of loyalty. Brand Loyalty Is Lagging.

Customer Service 79

Customer Service Loyalty Programs Loyalty Rewards Programs 79

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise. My Comment: I’ve written many articles about loyalty programs.

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.

Loyalty 76

Loyalty Competitive Advantage Customer Centricity Culture 76

Win the Customer

NOVEMBER 20, 2024

Enhanced Customer Satisfaction: When customers feel heard and understood, they are more likely to be satisfied with their experience, even if the issue isn’t fully resolved. Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors.

Interaction 52

Interaction Net Promoter Score Competitive Advantage Social Media 52

ShepHyken

NOVEMBER 11, 2024

The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.” The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 69

Customer Service Survey Tips Retail 69

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

OCTOBER 20, 2024

Customer experience expert, Chip Bell, immediately recognizes that there are organizations that may not (and should not) embrace a fun strategy. But for the right company or brand, this can work well. My Comment: Let’s learn from some recognizable brands about how their relationship marketing. Let’s learn from some of the best.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

ShepHyken

JULY 21, 2024

The scene is classic lousy service because of bad “rules.” 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.

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

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 125

Customer Service Customer Service Training Policies Loyalty 125

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 638

How To Automotive Competitive Advantage Customer Service Training 638

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

InMoment XI

MARCH 11, 2024

This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

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. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 73

Loyalty Programs Customer Service Self Service e-support 73

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Think about that!

Customer Service 140

Customer Service Loyalty Programs Social Media Contact Center 140

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. 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. But there’s more.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

ShepHyken

JUNE 17, 2024

Smart companies and brands recognize the difference in their customers – specifically their ages. Gen Zs are the customers of our future. Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector.

Customer Service 85

Customer Service Retail Competitive Advantage Loyalty 85

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. 5 Top Customer Strategies CEO Should Know by Duong Nguyen.

Customer Service 159

Customer Service Customer Retention Loyalty Retail 159

ShepHyken

SEPTEMBER 30, 2024

CX + EX = BG: the Formula for Sustainable Business Growth by ML Maco (CIO) Exceptional Customer Experience (CX) is vital for brands to differentiate themselves, but it can only be achieved by also focusing on Employee Experience (EX), as the two are deeply interconnected. If you combine the CX and EX, everyone wins!

Customer Service 82

Customer Service Employee Experience Customer Service Training Loyalty 82

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

Customer Service 159

Customer Service Net Promoter Score Self Service Knowledge Base 159

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. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82

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.” Heavy adoption by customer base driven by employees actively promoting 4.

Customer Service 76

Customer Service Loyalty Programs Customer Retention Metrics 76

ShepHyken

AUGUST 4, 2024

But this means that businesses are missing the crucial part – the customers.” How Return Policies Fit into Retail Customer Experience by S.L. Fuller (Retail Dive) Retailers differentiate their brands from the competition through product assortment, price and quality. Here is an interesting list of nine customer loyalty stats.

Customer Service 82

Customer Service Airlines Policies Advertising 82

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 150

Customer Service Loyalty Programs Chatbots Loyalty 150

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. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 65

Customer Service B2B Loyalty B2C 65

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. membership renewal rate.

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

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

MARCH 4, 2024

And just as important, is to understand what customer experience is not, which Annette also shares. The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.”

Customer Service 63

Customer Service B2C B2B Travel 63

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

APRIL 22, 2024

4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.

Customer Service 85

Customer Service Self Service Tips Contact Center 85

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 243

Strategy How To Wait Times Customer Satisfaction 243

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. There’s a big difference. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met.

Customer Service 85

Customer Service Loyalty Programs Retail Loyalty 85

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 69

Customer Service Loyalty Programs Ecommerce Loyalty 69