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Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customerloyalty is about a lifetime. So, The Loyalty Question 2.0
Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customerservicetraining delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.
One of the best ways to increase customer satisfaction and to improve the customerservice skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customer Experience Management customer satisfaction Customerservicecustomerservicetraining'
Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice. If they arent dealing directly with customers, they are supporting someone who is, or they are part of the process that impacts the overall service and experience.
Did they just build a location that’s closer to your customer? Loyalty to an Employee: There are some instances in which the relationship isn’t between a customer and the company but between a customer and an amazing employee. If that employee moves to the competition, they may take the customer.
Your customer retention is super important to your bottom line—after all, customerloyalty 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 customerloyalty.
Hyper-Personalization – This starts with knowing who your customers are, what they buy, why they buy it and how often they buy. The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break. Connect with Shep on LinkedIn.
What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customerloyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.
Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customerservice and workplace tools, many companies still struggle to capture that elusive human connection. Good experience builds loyalty.” Want Loyal Customers?
Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.
Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. Anything you do to get a customer to start to do business with you – and gets them to return – could fall under the concept of a marketing strategy.
Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Connect with Shep on LinkedIn. What does that mean? My Comment: A new metric?
Crafting a Successful CustomerLoyalty Campaign by Denis Hure (Reward the World) Customerloyalty is the backbone of sustainable business growth. At Reward the World, weve seen firsthand how a well-crafted customerloyalty campaign can transform casual buyers into brand advocates.
There are a number of reasons customers might come back. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition. These are reasons that customers could be emotionally connected to you. . The point is that you must understand why the customer comes back.
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. Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli (CustomerThink) Customerservice is often defined by transactions that fulfill a stated need.
Layla Revis, Sprout Social’s vice president of social, content, and brand marketing, was interviewed and shared why brands need a customerservice presence on social media to be competitive. My Comment: Connection in this article is all about the relationship you have with your customers.
Don’t offer customerservicetraining. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.
Looking for ideas for how to create the best customerservicetraining program for your contact center? After all, according to our CustomerService Trends for 2022 report: Nearly all (95%) of customers say customerservice impacts their purchasing decisions.
I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International CustomerLoyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.
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.
Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customerloyalty. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. Customers’ expectations continue to rise. Average won’t cut it.
In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customerservice has never been greater.
My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your CustomerService Make a Sale? Connect with Shep on LinkedIn.
Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs. If you have been thinking about a loyalty program, this is a good place to start.
The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customerloyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.
Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. Here are seven reasons why a loyalty program might fail.
Customerservice 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. CustomerServiceTraining Ideas Your Team Needs.
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? Look for ways to connect those dots first. That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization.
“Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Loyalty is an emotion. Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customerservice—that creates loyalty.”
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com. Connect with Shep on LinkedIn.
Each week I read a number of customerservice and customer experience articles from various resources. 8 Ways to Win CustomerLoyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customerloyalty.
Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.
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 CustomerLoyalty With Real-time Refunds by Irina Ionescu.
You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them. I’ve done the work for you and outlined exactly how to improve the service your staff delivers to drive your customerloyalty numbers and profits higher than ever before.
The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Your Service” books and founder of UP! Your Service. To enjoy more customerservicetraining and service culture articles, visit UpYourService.com.
Number three is my favorite: Invest in CX, and Brand Loyalty will pay you back. Yes, repeat business and loyalty (and more good results) can come from investing in the customer experience. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customerloyalty and their implementations of customerloyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.
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 customerloyalty.
This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Nobody wants to work in a place that doesn’t emotionally fulfill them. Connect with Shep on LinkedIn.
Get customers to feel connected to you because they know you care. Consistency creates confidence, and confidence can lead to customerloyalty. Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more. Connect with Shep on LinkedIn.
Delivering exceptional service to every customer – to every guest — is the responsibility of all employees in your store. acronym as part of your customerservicetraining and you’ll see improved service and increased loyalty. P roblem-solve so the customer leaves happy. Use the G.U.E.S.T.
The ability to create emotional bonds with your customers is the true x-factor that drives customerloyalty. 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: Customerloyalty starts with employee loyalty.
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