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A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. As soon as a competitor has a better location or a lower price, dont be surprised to see the loyal customer disappear. CustomerLoyaltyPrograms Create Loyal Customers: Loyaltyprograms are usually about points, perks and discounts.
Each week, I read many customerservice and customerexperience articles from various resources. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. Forecasts point to significant growth in spend expected through loyaltyprograms in 2025.
Lately, I’ve been asked about loyaltyprograms. Any company can create a loyaltyprogram. But, there is some confusion around what exactly a loyaltyprogram 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.
So, here’s a question for you: Are you confident your customerservice and CX won’t scare your customers away? If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Customers love prompt responses.
Each week, I read many customerservice and customerexperience articles from various resources. Creating Great CustomerExperiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customerexperiences.
Each week, I read many customerservice and customerexperience articles from various resources. What makes a great customerexperience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Here are my top five picks from last week.
Each week, I read many customerservice and customerexperience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customerexperiences (CX) is the difference between growth and decline. Custom Studio (Inc.
Each week, I read many customerservice and customerexperience articles from various resources. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customerexperiences. It gets customers to come back again and again.
Each week, I read many customerservice and customerexperience articles from various resources. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer. Are Your Cx Metrics Hurting Your CustomerExperience?
Each week, I read many customerservice and customerexperience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Here are my top five picks from last week. Let’s learn from some of the best.
Each week I read many customerservice and customerexperience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.
Each week I read a number of customerservice and customerexperience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customerservice expert Chip Bell sets the stage with a story.
Each week I read a number of customerservice and customerexperience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customerexperience leaders. Think about that!
Each week I read many customerservice and customerexperience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customerservice requests over chatbots. Here are my top five picks from last week.
Each week I read a number of customerservice and customerexperience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.
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.
Each week I read a number of customerservice and customerexperience articles from various resources. Improve Your Customer Outcomes With 5 CustomerService Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Here are my top five picks from last week.
Each week I read a number of customerservice and customerexperience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyaltyprogram, gifting is a cost effective way to achieve tangible and significant results.
Each week, I read many customerservice and customerexperience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customerservice is an ongoing process that requires dedication, effective communication, and continuous training.
Each week I read a number of customerservice and customerexperience articles from various resources. CustomerLoyalty! ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business.
Each week I read a number of customerservice and customerexperience articles from various resources. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. Likewise, negative experiences aren’t a guarantee that customers will leave. Here are my top five picks from last week.
Each week, I read many customerservice and customerexperience articles from various resources. Quality customerservice will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.
Each week I read a number of customerservice and customerexperience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.
Each week I read many customerservice and customerexperience articles from various resources. Frictionless Shopping Provides Enhanced CustomerExperience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. Just know the difference.
Each week I read a number of customerservice and customerexperience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customerloyaltyprograms.
Each week I read a number of customerservice and customerexperience articles from various resources. 3 Ways Amazon Has Raised the Bar on CustomerExperience by Joey Coleman. My Comment: Joey Coleman is one of the leading customerservice and CX experts. Bad Feedback Is the Best Feedback.
Each week, I read many customerservice and customerexperience articles from various resources. Rethinking Customer Interactions to Boost CustomerExperience by Harvard Business Review (Harvard Business Review) Simply put, customerexperience (CX) has the power to make or break business success.
Each week, I read many customerservice and customerexperience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: CustomerLoyalty. LoyaltyPrograms Should Encourage Competition.
Each week I read a number of customerservice and customerexperience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customerservice satisfaction using one single question.
Each week, I read many customerservice and customerexperience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Here are my top five picks from last week.
Each week, I read many customerservice and customerexperience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.
Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyaltyprograms promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customerservice?
Each week I read a number of customerservice articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? Josh Linkner, innovation guru, shares four core ideas that build loyalty.
Each week I read a number of customerservice and customerexperience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.
Each week, I read many customerservice and customerexperience articles from various resources. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customerloyalty.
Each week I read a number of customerservice and customerexperience articles from various resources. What’s the Difference Between Customer Satisfaction and CustomerLoyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.
Each week I read a number of customerservice articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.
Each week I read many customerservice and customerexperience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. My Comment: Reward programs are a great way to drive repeat business.
Each week I read many customerservice and customerexperience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. (The Here are my top five picks from last week.
Each week I read many customerservice and customerexperience articles from various resources. 4 Ways Brands Are Boosting CustomerLoyalty by Scott Clark. CMSWire) Customerloyalty refers to customers who continue to do business with a brand as a preference over competitors.
Each week I read a number of customerservice and customerexperience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyaltyprograms — and for good reason. It is part of the culture.
Each week I read a number of customerservice and customerexperience articles from various resources. Can awful airline customerservice be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.
Each week, I read many customerservice and customerexperience articles from various resources. 8 Keys to Making CustomerService a More Positive Experience by Martin Zwilling (Inc. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.
Each week I read a number of customerservice and experience articles from various online resources. What do older generations want from customerservice? The point is, don’t be misled to think customerservice solutions driven by technology or social media doesn’t apply to an older generation.
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