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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.
Why You Need a Chief Experience Officer the Right One by Eric Karofsky (CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation. Connect with Shep on LinkedIn.
The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.
This article from customerservice expert Jeff Toister provides seven ways leaders can become role models on how their employees should act toward each other and their customers. How to design and run a customerloyaltyprogram for small businesses by Raúl Galera. Read on to learn more. That’s marketing.
Mapping out your customer journey can also help you identify what aspects of your brand speak most clearly to current customers. LoyaltyPrograms. Customers love being rewarded for spending with you—it confirms that you prefer their specific business to the extra dollar you might otherwise earn. 52% of U.S.
Guide To LoyaltyPrograms For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyaltyprograms to keep customers coming back and transform occasional customers into frequent shoppers.
Nine Areas of Focus for Improved CustomerServiceTraining by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customerservice team plays a large role in that organization’s success. Connect with Shep on LinkedIn.
Zappos for Good Bolsters Company Culture and Customer Experience by Jim Tierney. Loyalty 360) Loyalty360 talked to Steven Bautista, the head of charity at Zappos, to find out more about Zappos for Good. My Comment: I’ve always believed that “giving back” is part of a customerservice and CX strategy.
He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. More Than One-Third Of Shoppers Would Pay For Enhanced LoyaltyPrograms by Marie Griffin. My Comment: Loyaltyprograms can be powerful.
For years I’ve preached that not upselling when it’s right for the customer, is bad customerservice. 12 Strategies Businesses Can Use to Show Appreciation for Their Customers by Rolling Stone Culture Council. Rolling Stone) Happy customers are the fuel necessary to run any successful business.
To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.
Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement.
Harvard Business Review) More and more companies have loyaltyprograms — and for good reason. A recent industry report showed that loyaltyprogram members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. It is part of the culture.
6 Types of CustomerLoyaltyPrograms to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyaltyprogram to help grow your business? Here is an infographic.
Each week I read many customerservice and customer experience articles from various resources. Your LoyaltyProgram Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyaltyprograms are actually discount programs. Or, do they?
The big take away is the level beyond customerloyalty, which is desire. The concept of desire is loyalty on steroids. The Definitive Guide to Creating a Successful LoyaltyProgram by Timi Garai. Antova) Have you thought of running a loyaltyprogram for your online store? Great article!
Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyaltyprograms, flashy gifts, and over-the-top service at one or two big moments. I love that!)
Rewarding That Loyalty Is Mandatory. by Joe Procopio (Built In) In the age of AI, the relationship strands between a business and its customers are becoming thinner and thinner, opening up that relationship to various new and more complicated threats. My Comment: This is an interesting article on customerloyaltyprograms.
If you want to ROCK your loyaltyprogram (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customerloyaltyprograms were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.
They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customerservice/CX experts on the planet. I love his articles.
Customers accumulate points for every pound they spend to earn discounts on future products and services. The exchange is straightforward: customers get benefits; the brand gets loyal customers. So, imagine if you combined the two: a good loyalty/ incentive program (points, perks, etc.)
It’s important to note that these loyaltyprograms aren’t making customers loyal, but they are making them come back. While loyalty and repeat business may not be exactly the same, nobody should complain when your marketing efforts get customers to come back again and again. It’s baked into the culture.
Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.
(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customerloyalty. My Comment: I’ve always preached that there are two types of loyaltyprograms. The other is more of a marketing program that rewards customers for coming back.
Bring CustomerLoyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyaltyprograms are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.”
So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyaltyprogram can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.
The Secret to Building Brand Devotion is Not a LoyaltyProgram. Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. My Comment: I’ve always preached that there is a difference between a repeat customer and a loyal customer.
My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customerservice is not a department. It’s baked in the culture. So, if customerservice isn’t a department, what do you call it? How about “customer care?” And, there’s the strategy of customerloyaltyprograms.
In the current competitive marketplace, however, the key to sustainable growth and success lies in building brand loyalty through emotional connection, a connection between brand and customer that goes beyond promotional tactics. Customerloyaltyprograms are often marketing programs offering discounts and perks for repeat business.
LoyaltyPrograms by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyaltyprograms. BCG also found that as the number of loyaltyprograms has increased, the less engaged and loyal consumers actually are. Connect with Shep on LinkedIn.
Why CustomerLoyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customerloyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.
Why CustomerLoyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customerloyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.
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