ShepHyken

APRIL 21, 2025

Here are case studies from three recognizable brands and how they have found success using AI to create better customer service. This article emphasizes the emotional connection, trust, and several other topics you must consider to create customer loyalty. Its the topic of the year (and also last year).

Customer Service 66

Customer Service Case Study Hospitality Loyalty 66

ShepHyken

MARCH 24, 2025

We interviewed more than 1,000 customers for my annual customer experience research and found that 77% of them say ratings and reviews help them decide to make a purchase. So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Think about that!

Customer Service 143

Customer Service Loyalty Programs Social Media Contact Center 143

ShepHyken

OCTOBER 25, 2021

(Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer loyalty is no more than repeat transaction behavior.

Customer Service 153

Customer Service Loyalty Programs Chatbots Loyalty 153

Comm100

OCTOBER 8, 2016

The story itself is enough to spark appreciation in more casual customers, who otherwise may have churned. Though you might not be able to make lavish trips to the airport to greet your customers, some individual attention can go a long way in raising customer retention rates. Branding and Design Techniques.

Customer Retention 164

Customer Retention Loyalty Strategy Loyalty Programs 164

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

JUNE 7, 2021

Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around.

Customer Service 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

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 148

Customer Service Rewards Programs B2B Loyalty Programs 148

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 88

Customer Service Self Service Loyalty Programs Customer Service Training 88

ShepHyken

APRIL 29, 2019

A digital marketing strategy is absolutely crucial for every brand. The website provides the customer with an exclusive insight into what the brand offers. My Comment: Is the customer experience on your website as good as the customer experience you want your people to deliver? Follow on Twitter: @Hyken.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

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. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

SEPTEMBER 9, 2019

(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Customer Service 101

Customer Service Loyalty Programs Loyalty Rewards Programs 101

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 78

Net Promoter Score Loyalty Programs Customer Service Ecommerce 78

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. In addition, the author includes two additional trends.

Loyalty Programs 75

Loyalty Programs Customer Service Self Service e-support 75

ShepHyken

AUGUST 11, 2024

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. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn. But there’s more.

Self Service 88

Self Service Customer Service Loyalty Programs Travel 88

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 82

Customer Service Loyalty Programs Loyalty Rewards Programs 82

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 95

Net Promoter Score Customer Service Loyalty Programs Chatbots 95

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. That’s different than the way you treat them.

Airlines 100

Airlines Hotels Loyalty Programs Loyalty 100

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. There are examples of the best programs from the biggest brands.

Hotels 85

Hotels Loyalty Programs Customer Service Hospitality 85

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. by Sue Duris.

Customer Service 79

Customer Service Loyalty Programs Social Media Loyalty 79

ShepHyken

MARCH 5, 2018

(HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. My Comment: A satisfied customer is not a loyal customer. We can learn a lot from good and bad service.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? My Comment: Reward programs are a great way to drive repeat business. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? by Tom Ryan.

Rewards Programs 88

Rewards Programs Customer Service Loyalty Programs Loyalty 88

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

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 78

Customer Service Loyalty Programs Customer Retention Social Media 78

ShepHyken

SEPTEMBER 10, 2023

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. Managing the positive impact of a viral moment is key to getting those new customers to come back. must practice.

Customer Service 88

Customer Service Loyalty Programs Retail Loyalty 88

ShepHyken

NOVEMBER 27, 2017

Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Maritz Motivation) Most consumers join loyalty programs with self-serving motives. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Loyalty Programs Loyalty Retail 76

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service? This is one of the keys to their success.

Customer Service 71

Customer Service Loyalty Programs Hotels Loyalty 71

ShepHyken

JUNE 20, 2016

The big take away is the level beyond customer loyalty, which is desire. The concept of desire is loyalty on steroids. The Definitive Guide to Creating a Successful Loyalty Program by Timi Garai. Antova) Have you thought of running a loyalty program for your online store? Great article!

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level. Follow on Twitter: @Hyken.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

ShepHyken

APRIL 24, 2023

The Power of Authentic Branding: Connecting with Customers on a Deeper Level by Syed Balkhi (CustomerThink) In today’s competitive marketplace, it is more important than ever to establish a connection with customers. My Comment: If we want our customers to keep coming back, we must do more than have a good sale.

Customer Service 13

Customer Service Loyalty Programs Tips Loyalty 13

ShepHyken

JULY 15, 2024

Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Customer love will significantly improve customer interactions and satisfaction. by Jacqueline White (Entrepreneur) Building brand loyalty previously relied on price. This Is What You Need Now.

Customer Service 85

Customer Service Return on Investment Loyalty Programs Employee Experience 85

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

Customer Service 14

Customer Service Loyalty Programs Social Media Culture 14

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. They want to interact with brands, to be ‘part of the tribe and part of the team’. In essence, they’re becoming brand advocates. Connect with Shep on LinkedIn.

Customer Service 88

Customer Service Retail Competitive Advantage Loyalty 88

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 73

Customer Service Loyalty Programs Contact Center Financial 73

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail?

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

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 71

Customer Service Loyalty Programs Ecommerce Loyalty 71