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.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

NOVEMBER 18, 2024

Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Good experience builds loyalty.” Want Loyal Customers?

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

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.  Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 87

Customer Service Customer Service Training Customers Loyalty 87

ShepHyken

DECEMBER 29, 2024

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 customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ShepHyken

APRIL 18, 2018

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.

Loyalty Programs 91

Loyalty Programs Loyalty Airlines Video 91

ShepHyken

DECEMBER 16, 2024

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?

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

FEBRUARY 23, 2025

Layla Revis, Sprout Social’s vice president of social, content, and brand marketing, was interviewed and shared why brands need a customer service presence on social media to be competitive. My Comment: Connection in this article is all about the relationship you have with your customers.

Customer Service 79

Customer Service Social Media B2C B2B 79

ShepHyken

JANUARY 5, 2025

Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

ShepHyken

FEBRUARY 16, 2025

What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty 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.

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

ShepHyken

NOVEMBER 11, 2024

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) Customer service is often defined by transactions that fulfill a stated need.

Customer Service 69

Customer Service Survey Tips Retail 69

ShepHyken

AUGUST 11, 2021

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.

Loyalty 174

Loyalty Customers Customer Service Training Retail 174

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. 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.

Customer Service Training 78

Customer Service Training Training Customer Service Loyalty 78

ShepHyken

MARCH 14, 2023

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 Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.

Loyalty 107

Loyalty Customers Customer Service Training Connections 107

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. 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.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

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 264

Strategy How To Wait Times Customer Satisfaction 264

ShepHyken

DECEMBER 9, 2024

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 Customer Service Make a Sale? Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

Win the Customer

NOVEMBER 20, 2024

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 customer service has never been greater.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

ShepHyken

NOVEMBER 3, 2024

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.

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

ShepHyken

JANUARY 26, 2025

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 customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ShepHyken

FEBRUARY 3, 2025

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.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

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 Ideas Your Team Needs.

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? 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.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 4, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

How To 82

How To Exercises B2B Feedback 82

ShepHyken

MARCH 4, 2020

“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 customer service—that creates loyalty.”

Loyalty 167

Loyalty Customer Service Training Customers Training 167

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 159

Customer Service Net Promoter Score Self Service Knowledge Base 159

ShepHyken

DECEMBER 22, 2024

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.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

ShepHyken

FEBRUARY 9, 2025

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 customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 73

Customer Service Sports Rewards Programs Comparison 73

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 125

Customer Service Customer Service Training Policies Loyalty 125

Kristina Evey

NOVEMBER 13, 2014

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 customer loyalty numbers and profits higher than ever before.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

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 150

Customer Service Loyalty Programs Chatbots Loyalty 150

Vonage

JULY 13, 2017

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 customer service training and service culture articles, visit UpYourService.com.

Culture 174

Culture Customer Service Hotels Hospitality 174

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 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

NOVEMBER 14, 2023

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.

Employee Experience 154

Employee Experience Insurance Culture Customer Service Training 154

ShepHyken

DECEMBER 26, 2023

Get customers to feel connected to you because they know you care. 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. Connect with Shep on LinkedIn.

Customer Service 162

Customer Service Tips Guidelines Policies 162

Steve DiGioia

MAY 17, 2021

Delivering exceptional service to every customer – to every guest — is the responsibility of all employees in your store. acronym as part of your customer service training and you’ll see improved service and increased loyalty. P roblem-solve so the customer leaves happy. Use the G.U.E.S.T.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again! Absolutely!

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138