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 162

Customer Service Customer Retention Loyalty Retail 162

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 162

Customer Service Net Promoter Score Self Service Knowledge Base 162

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 144

Customer Service Loyalty Programs Social Media Contact Center 144

Stella Connect

JANUARY 12, 2022

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

Experience Investigators by 360Connext

JANUARY 28, 2020

What would it cost to lose 10% of your customers? What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand? That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization. Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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 154

Customer Service Loyalty Programs Chatbots Loyalty 154

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 128

Customer Service Customer Service Training Policies Loyalty 128

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 253

Strategy How To Wait Times Customer Satisfaction 253

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 159

Customer Service B2C B2B Customer Retention 159

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

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

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty.

Customer Service 139

Customer Service Effort Score e-support Chatbots 139

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

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. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

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 74

Loyalty Competitive Advantage Customer Centricity Culture 74

ShepHyken

AUGUST 23, 2021

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. My Comment: I love the concept of loyalty programs. The idea behind any loyalty or marketing program is to drive repeat business.

Customer Service 20

Customer Service Customer Service Training Loyalty Programs Loyalty 20

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

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 142

Customer Service Loyalty Programs Customer Journeys Customer Centricity 142

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? If you want loyal customers, here are some reminders (seven of them) about how to go about it. An app can enhance customer engagement customers, create a personalized experience and influence loyalty.

Customer Service 121

Customer Service Loyalty Customer Centricity Customer Service Training 121

Customers That Stick

OCTOBER 23, 2014

Restoring humanity to healthcare: the key to driving loyalty and growth. Day Three: Service Growth and Revenue. To learn more about the Compete Through Service Symposium being held November 5 – 7, 2014, including speakers, breakout sessions, featured presentations, and how to attend, click here.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

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 89

Customer Service Self Service Loyalty Programs Customer Service Training 89

Kristina Evey

AUGUST 19, 2014

It means not making your customer feel like they are at fault for not knowing things that are your job to educate them on. Customer loyalty and satisfaction increase when customer service includes thinking one step ahead for your customers and helping them connect the dots of the entire process.

Connections 136

Connections Customer Service Customer Service Training Customer Satisfaction 136

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Empower Your Service Team. Continue to Evolve.

Tips 154

Tips Customer Experience Management Return on Investment 154

ShepHyken

DECEMBER 26, 2023

Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty. Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more.

Customer Service 164

Customer Service Tips Guidelines Policies 164

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

Customer Service 149

Customer Service Rewards Programs B2B Loyalty Programs 149

ShepHyken

OCTOBER 17, 2018

The reason I bring this up is that I was reading an article about the top global brands. Interbrand just released their Interbrand Best Global Brands list, and it won’t surprise you to find out which companies are at the top of the list. Think about how big these brands are and how they have woven their way into our culture.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . That’s almost half of your customers, and that number will grow.

Self Service 145

Self Service Customer Experience Customer Service B2C 145

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. Go for brand intimacy.

Customer Service 103

Customer Service Retail Loyalty Study 103

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 83

Customer Service Loyalty Programs Loyalty Rewards Programs 83

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. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. Follow on Twitter: @Hyken.

Customer Service 154

Customer Service Social Media Culture Report 154

ShepHyken

JUNE 28, 2021

Consider listing the companies/brands that closely resemble your organization. Can Disney’s Customer Service Model Work in Government? It’s important to have conversations like these to keep service and experience front of mind. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. and loyalty.

Customer Service 152

Customer Service Government Customer Service Training Customers 152

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

Customer Service 93

Customer Service Guest Experience B2B B2C 93

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word.

Customer Service 94

Customer Service Retail Competitive Advantage Loyalty 94

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 80

Net Promoter Score Loyalty Programs Customer Service Ecommerce 80

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 92

Customer Service ROI Return on Investment Customer Journeys 92

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 17, 2018

(Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism. My Comment: Ignoring the customer experience movement can end with the “violent death” of your business. A focus on customer experience is one of your top strategies to survive and thrive. 24/7 Wall St.)

Customer Service 87

Customer Service Automotive Metrics Loyalty 87