ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. For just $8.99 Anytimed by Seth Godin.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

MARCH 2, 2020

Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. Thrive Global) The higher your product or service is on this pyramid, the more valuable your business is perceived to be. My Comment: Using Maslow’s Hierarchy of Needs as a starting point, the author uses the model to assess customer loyalty.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

MARCH 14, 2022

Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the customer lifecycle. And there’s much more.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS.

Customer Service 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Customer Loyalty.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Customer Service 147

Customer Service Self Service eBook Loyalty Programs 147

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Consumer Reports) Public rants may not get the results you want. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 95

Customer Service Retail Loyalty Study 95

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 48

Loyalty Retail Customer Service Training Connections 48

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. My Comment: You may think your customers are loyal, but they may not be. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty?

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

B2C 65

B2C B2B Customer Service Training Retail 65

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. My Comment: If you think that customer loyalty programs are about discounts and points, think again.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

AUGUST 29, 2022

Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue. My Comment: This week, customer loyalty seemed to be the big topic. My Comment: Loyalty and repeat business belong together.

Customer Service 65

Customer Service Customer Retention Loyalty Advertising 65

ShepHyken

AUGUST 2, 2021

My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. The article starts off with some stats and facts about why consumers unfollow brands. It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers.

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

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 140

Customer Service Rewards Programs B2B Loyalty Programs 140

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. Customer Service Is the New Upsell by David Wagoner.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

NOVEMBER 1, 2020

All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. You can’t automate your relationship with a customer.

Customer Service 105

Customer Service Self Service Tips Guidelines 105

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? If you want loyal customers, here are some reminders (seven of them) about how to go about it. An app can enhance customer engagement customers, create a personalized experience and influence loyalty.

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. This particular learning opportunity is in the form of an article that discusses hotel loyalty and rewards programs.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

MARCH 28, 2022

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? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Or, is it the experience?

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

JANUARY 31, 2022

10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. How Do You Solve a Problem Like… Eroding Customer Loyalty?

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

OCTOBER 12, 2020

Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending. The author includes five customer loyalty strategies, the first one being empathy.

Customer Service 79

Customer Service Loyalty Airlines Meeting 79

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

JANUARY 15, 2023

Here’s a good list that predicts personalization will continue to drive customer loyalty. Customers love it when you know and understand them. The other trend I pulled from this makes me very happy: Customer service becomes a top priority. (I I thought it already was!) Follow on Twitter: @Hyken

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. State of Consumer Behavior 2022 by Raydiant.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

FEBRUARY 28, 2022

As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Consider how “warm” you are with your customers. can be summed up with the idea of you and your customers warming up to each other. How to Enhance Customer Loyalty: 6 Tips to Make Loyalty Great Again by Julia Morrissey.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

ShepHyken

OCTOBER 24, 2022

Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer service and more than half, 55%, will stop using or buying from a retailer after several poor experiences. Some training courses are designed for all employees.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. We can’t afford to give our customers a bad experience.

Customer Service 85

Customer Service Loyalty Tips Conference 85