ShepHyken

NOVEMBER 12, 2024

Even if the advisor hits the financial goals, the relationship may not be strong enough to retain the client without an adequate level of communication. So one word, communication , is the answer. That made me wonder about the reasons good companies lose customers. Did they just build a location that’s closer to your customer?

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

CRM 98

CRM Loyalty Strategy B2C 98

Daniel Group

JANUARY 25, 2024

Are You Using Humor in CX to Increase your Customer Loyalty? In my recent blog, Revisiting an Older Blog: Using Humor to Create the Unexpected Customer Experience , I discuss how we often overlook humor as a Customer Experience tool to build customer loyalty. Blogs The post Are You Using Humor in CX to Increase your Customer Loyalty?

Loyalty 52

Loyalty Guidelines Conference Culture 52

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. Dive deep into the intricacies of call queuing and how it’s revolutionizing the way businesses handle customer communications. What is Call Queuing?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. The following steps can help improve CX in this area to enhance both satisfaction and loyalty: Make it easier for customers to manage their accounts. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

Comm100

MAY 27, 2024

These scores not only reflect customer perceptions of your brand but also influence retention, loyalty, and advocacy. Collect and evaluate all customer feedback from various channels—surveys, emails, social media, and direct communication. Is the communication clear and polite? Are customer queries handled efficiently?

Effort Score 113

Effort Score How To Social Media Customer Satisfaction 113

ECXO

SEPTEMBER 30, 2024

The tension in the air is palpable, as the waitstaff and kitchen crew navigate the delicate dance of communication and cooperation. o Communication Barriers Sales and internal teams often operate in silos, with limited interaction and communication.

Sales 156

Sales Customer Experience Innovation Culture 156

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

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. Loyalty Programs. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

SEPTEMBER 15, 2024

Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training. The best loyalty programs are actually repeat-customer programs. The goal is to get customers to come back.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

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. Don’t overlook the data!

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

Optimove

APRIL 2, 2020

In the past few weeks, I have had many meetings with clients – b2c/d2c brands from different verticals – who all seem to ponder over the same question: what’s the best way to communicate with your customers in such uncertain and sensitive times? To do so, communications must adjust. Host Online Workshops.

Communication 52

Communication Entertainment Ecommerce Sports 52

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Maybe there are key outcomes you’re looking to achieve, like reduced cart abandonment, increased customer loyalty, or fewer support requests.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

ShepHyken

OCTOBER 20, 2024

It involves getting to know customers by truly understanding who they are—what they like, what they need and how to communicate with them. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Let’s learn from some of the best. Unfortunately, very few brands have.

Customer Service 77

Customer Service Customer Centricity Entertainment Airlines 77

ShepHyken

DECEMBER 26, 2023

Consistency creates confidence, and confidence can lead to customer loyalty. Regardless of the channel, you need to be there and meet their communication expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Today, they may call you.

Customer Service 163

Customer Service Tips Guidelines Policies 163

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: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

Lumoa

JANUARY 31, 2023

Knowing your retention rate will help you to understand the loyalty of your customers and help you to understand why your customers are staying or leaving. CLV measures the financial value of one customer and has a strong bond to retention and loyalty. Organize workshops, coaching, and training within the company.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. And here’s the thing.

Leadership 61

Leadership Communication Customer Retention Sales 61

CSM Magazine

OCTOBER 30, 2024

Communicate Clearly and Concisely Why it matters: Clear communication reduces misunderstandings and builds trust. Customize avatars to reflect brand personality: Tailor the AI avatar’s appearance and communication style to align with your company’s brand image.

Tips 52

Tips Customer Service Customer Experience CRM 52

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media Feedback 195

Second to None

SEPTEMBER 3, 2024

Simply put, a positive customer experience can lead to increased customer satisfaction , improved customer loyalty, positive word-of-mouth, and ultimately, business growth. CX leaders need to foster open communication channels and encourage employees to share their insights and feedback about customer interactions.

Customer Journeys 62

Customer Journeys Customer Experience Loyalty Feedback 62

CSM Magazine

JULY 19, 2024

In this article, we’ll explore practical strategies to empower your agents, enhance their performance, and ultimately drive customer loyalty. Regular workshops, refresher courses, and access to online learning platforms can help agents stay updated with the latest trends, tools, and best practices in customer service.

How To 52

How To Contact Center CRM Chatbots 52

ShepHyken

OCTOBER 22, 2024

Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.  Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 89

Customer Service Customer Service Training Customers Loyalty 89

ShepHyken

AUGUST 4, 2024

9 Must-Know Customer Loyalty Statistics for 2024 by Achille Traore (BusinessCloud) In today’s competitive market, retaining customers is as crucial as attracting them. Brands are now investing heavily in loyalty programmes to keep customers coming back. Here is an interesting list of nine customer loyalty stats.

Customer Service 83

Customer Service Airlines Policies Advertising 83

CSM Magazine

OCTOBER 3, 2024

It was created to honor those who work tirelessly to ensure customer satisfaction and loyalty. Good service can differentiate a company from its competitors, fostering loyalty and encouraging repeat business. This could include escape rooms, scavenger hunts, or collaborative projects that encourage teamwork and communication.

Customer Service 52

Customer Service Customer Centricity Culture Exercises 52

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Do your customers know you care about them?

Customer Service 68

Customer Service Contact Center Loyalty Tips 68

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use. Engaging offers and new products.

Customer Service 77

Customer Service Loyalty Programs Customer Retention Metrics 77

ECXO

MAY 29, 2024

This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success. Additionally, cross-functional teams can help identify customer pain points and develop innovative solutions to address them, ultimately leading to increased customer satisfaction and loyalty.

Innovation 156

Innovation Culture e-support Feedback 156

ECXO

AUGUST 14, 2024

These positive interactions build customer trust and loyalty. – Provide Support Resources: Offer access to mental health resources such as counseling services, stress management workshops, and relaxation techniques like mindfulness and meditation.

Exceptional Customer Service 231

Exceptional Customer Service Exercises Training Financial 231

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

ShepHyken

DECEMBER 3, 2023

Ask questions, brainstorm with it, let it support your communication efforts, write your emails, and much more. Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover.

Customer Service 64

Customer Service Loyalty Programs Loyalty Customer Service Training 64

CSM Magazine

OCTOBER 8, 2024

This special week, celebrated October 7 – 11, serves as a reminder of the crucial role these teams play in elevating customer satisfaction and fostering loyalty. Creative Storytelling Objective : Build storytelling and communication skills. Innovation Workshop Objective : Cultivate a culture of continuous improvement.

Customer Service 52

Customer Service Exceptional Customer Service Innovation Culture 52

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. Developing CX leadership requires collaboration and communication with customers, employees, and partners. It requires openness and security.

Strategy 259

Strategy Customer Experience How To Consulting 259

ChurnZero

SEPTEMBER 6, 2024

Done right, it aligns your customers’ success with your own, creating a faster track to customer value and loyalty. One of the key themes in outcomes-based customer success is understanding and communicating your product’s core value to customers. 1: Know and prioritize your product’s most valuable capabilities. for example.

Customer Success 52

Customer Success Customers Conference Sales 52

CSM Magazine

OCTOBER 9, 2024

The role of these teams can’t be overstated – they’re the human face of the brand, and when companies support them, customer loyalty and business growth naturally follow. Consider offering training sessions, workshops, or courses that align with their career goals.

Customer Service 52

Customer Service Entertainment Exercises Course 52

ShepHyken

JULY 29, 2024

According to Ben Locke, the co-founder of an agency, it’s effective communication. His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers. My Comment: How do you get customers to say, “I’ll be back?” Connect with Shep on LinkedIn.

Customer Service 83

Customer Service Chatbots Self Service Sports 83