ShepHyken

SEPTEMBER 19, 2022

The ‘invisible’ Future of Customer Experiences by Elliot Maras. Kiosk Marketplace) With all of the innovation taking place in customer engagement tools, it’s hard for brands to know what to focus on: new apps, chat bots, virtual reality, avatars, the metaverse, artificial intelligence. The list goes on.

Loyalty Programs 67

Loyalty Programs Customer Service Infographics Chatbots 67

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 76

Loyalty Programs Customer Service Self Service e-support 76

ShepHyken

NOVEMBER 13, 2017

My Comment: If you have any type of loyalty program, you will want to read this article. Whether you have an onsite or online retail business, you should read and study this article that includes five innovative ways that you can improve customer loyalty. AI and chatbots are not fads. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

FEBRUARY 26, 2018

My Comment: Here’s an interesting take on loyalty programs. Maybe they aren’t as effective as they could be, as the article points out that “retailers are spending mountains of money to retain the very customers they had the least chance of losing to begin with.” Chatbots and AI can’t do everything… yet.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JUNE 23, 2024

Customer Experience Gets Worse. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots. Rewarding That Loyalty Is Mandatory. 2) Customers are loyal to people, not a product.

Customer Service 72

Customer Service Loyalty Programs Chatbots Loyalty 72

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better. Imagine that!)

Customer Service 68

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 68

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. The author prompted the chatbot with a question about personalization versus real-time interaction management. The bot delivered an answer.

Customer Service 66

Customer Service Loyalty Programs Loyalty Customer Service Training 66

ShepHyken

DECEMBER 6, 2021

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. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

Self Service 72

Self Service Customer Service Chatbots Customer Care 72

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

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. Chatbots, generative AI, data privacy, and more are covered in this excellent article.

Customer Service 66

Customer Service Self Service Trends Hotels 66

ShepHyken

MARCH 31, 2018

For example, Starbucks has an app that drives their loyalty program by rewarding frequent visits and giving incentives for customers to come back more often. With AI and chatbots becoming popular, it’s easy to come across as impersonal and diminish the relationship. It doesn’t have to be expensive.

Social Media 90

Social Media Self Service Customer Service Marketing 90

ShepHyken

AUGUST 18, 2024

My Comment: Some believe there are companies that purposely make it hard to get customer service. Customers are forced to use IVRs or Chatbots before talking to a live agent. The author of this article recognizes the good and bad that can come from this time of program. It depends on how you define loyalty.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76