ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience 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 customer experience leaders. Here are my top five picks from last week.

Customer Service 137

Customer Service Loyalty Programs Social Media Contact Center 137

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience 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. Absolutely!

Customer Service 136

Customer Service Loyalty Programs Customer Journeys Customer Centricity 136

GetFeedback

DECEMBER 21, 2018

One in three customers will pay more to receive a higher level of service. 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. online adults shop more with retailers that offer consistent customer service both online and offline.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 142

Customer Service Rewards Programs B2B Loyalty Programs 142

InMoment XI

OCTOBER 23, 2024

Keep customers in the loop with personalized messages about account activity, new products, or special offers. Regular communication helps build trust and keeps customers engaged with your services. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 110

Customer Service Loyalty Programs B2B Competitive Advantage 110

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience 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.

Customer Service 114

Customer Service Self Service eBook Loyalty Programs 114

Beyond Philosophy

JUNE 11, 2015

For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. also has no loyalty program.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer. (CEO

Chatbots 94

Chatbots Loyalty Programs Customer Service Return on Investment 94

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience 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 customer loyalty programs.

Customer Service 96

Customer Service Loyalty Programs Loyalty Rewards Programs 96

ShepHyken

APRIL 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty! The gap between perception and reality, where reality is the customer experience, is still wide for many businesses. Want World Class Customer Service? by Chad Storlie.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 93

Customer Service Loyalty Programs Effort Score Self Service 93

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts. Here are my top five picks from last week.

Net Promoter Score 91

Net Promoter Score Customer Service Loyalty Programs Chatbots 91

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. My Comment: I love the concept of loyalty programs. It’s about customer service training. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service 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.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service 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? CIOs need to focus on customer experience now by Zavalaeus Kerr.

Customer Service 76

Customer Service Loyalty Programs Loyalty Retail 76

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience 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.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience 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. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article.

Rewards Programs 82

Rewards Programs Customer Service Loyalty Programs Loyalty 82

ProProfs Chat

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Software 111

Software Self Service Customer Service How To 111

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service 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.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience 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 loyalty programs — and for good reason. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience 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. Customer Service Is the New Upsell by David Wagoner.

Customer Service 77

Customer Service Loyalty Programs Loyalty Sales 77

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. The list goes on.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back?

Customer Service 81

Customer Service Exceptional Customer Service Retail Ecommerce 81

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. 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.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

ProProfs Chat

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Software 98

Software Self Service Customer Service How To 98

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. 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. Here are my top five picks from last week.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week. I love that!)

Customer Service 80

Customer Service Retail Customer Retention Loyalty 80

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Cost-effective service excellence by Jochen Wirtz & Valarie Zeithaml. Here are my top five picks from last week.

Customer Service 81

Customer Service Contact Center Ecommerce Loyalty Programs 81

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail?

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

CSM Magazine

OCTOBER 21, 2024

Train Your Team to Be Customer-Centric Your team is the backbone of your customer service efforts. Therefore, it’s essential to train your employees to adopt a customer-centric mindset. Make sure your team understands the importance of empathy, active listening, and problem-solving when dealing with customers.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65