ShepHyken

NOVEMBER 26, 2024

While Enterprise has been picking up its customers since the early 1970s, it officially trademarked the slogan in 1994. Costco: “Satisfaction Guaranteed” – If you’re a Costco member, you most likely have experienced its stellar customer service and liberal, customer-focused return policy.

Brands 80

Brands Loyalty How To Policies 80

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. So, The Loyalty Question 2.0

Loyalty 143

Loyalty Self Service Customer Service Training Tips 143

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Winning in loyalty. ( [link] ). Accessed 10/11/2024. Mckinsey & Company.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

FEBRUARY 3, 2025

Frustrated, the customer takes to Twitter or Google Reviews to vent, warning others about the poor service. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust. A damaged relationship that could have turned into long-term loyalty.

Sales 247

Sales Customer Experience e-support Examples 247

Kayako

SEPTEMBER 14, 2018

But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Why does live chat reign supreme over every other customer support channel, even while 47% of consumers haven’t had a positive live chat experience in the last month?

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Beyond Philosophy

OCTOBER 8, 2020

Moreover, all the stats will tell you that when you deal with a complaint and the customers happy with it, they are more satisfied with a lower monetary amount and have a higher level of loyalty than when they aren’t pleased with the resolution. Taking action earlier would have cost less and improved customer satisfaction.

Customer Focused 173

Customer Focused Call Center Consulting Measurement 173

InMoment XI

OCTOBER 23, 2024

With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture. A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand. Encourage employees to escalate customer concerns promptly.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

ECXO

OCTOBER 14, 2024

We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But worry not!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ECXO

JANUARY 21, 2025

No matter how innovative your product is, it wont matter if customers feel undervalued and unsupported. Customer experience isnt just about answering emails or fixing problemsits about building trust, fostering loyalty, and showing customers that they matter. Action: Regularly review customer satisfaction metrics (e.g.,

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 108

Loyalty Social Media Tips Communication 108

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

AUGUST 3, 2023

This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty. Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers.

Analytics 366

Analytics Customer Insights Data Social Media 366

Kayako

APRIL 13, 2017

The chance to get free shipping, random upgrades, complimentary trials of new products and other unexpected surprises keep customers coming back to a company over and over. By empowering your support staff to do what it takes to make your customers happy. Then managers should give them tools and freedom to address customers’ needs.

Loyalty 181

Loyalty Tips Meeting Software 181

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all!

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Craft a narrative where every customer feels valued, heard, and truly understood. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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 105

Loyalty Customers Customer Service Training Connections 105

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Lumoa

FEBRUARY 7, 2023

With a well-designed VoC program in place, businesses can gain a competitive edge by focusing their efforts on the areas that matter most to their customers, ultimately driving customer satisfaction, loyalty, and growth. Examples of VoC There are so many different ways customers can share information about what they want.

Analysis 396

Analysis Data How To Customer Centricity 396

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy. Good experience builds loyalty.”

Customer Service 71

Customer Service Loyalty Customer Satisfaction Customer Service Training 71

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. It most likely isn’t designed to build trust and loyalty throughout their journey. Technically, you can ignore all of that and you STILL provide customer experiences.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

APRIL 10, 2024

In customer experience, a ‘quantum leap’ could refer to a sudden, dramatic improvement in customer satisfaction or loyalty due to changes in business strategies or practices. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

Connections 334

Connections Customer Experience Social Media Analysis 334

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Culture Loyalty 240

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ShepHyken

JANUARY 28, 2025

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. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. Its something you do.

Loyalty Programs 90

Loyalty Programs Customer Service Training Training Culture 90

ShepHyken

AUGUST 11, 2021

They were, but that loyalty was to location and price, not to your business. . The point is to recognize the difference between repeat customers and loyal customers. Make sure you understand the why behind what brings that customer back. I like to refer to repeat customers as gold and loyal customers as sacred.

Loyalty 173

Loyalty Customers Customer Service Training Retail 173

ShepHyken

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Make it easy and quick for them to do so.

Loyalty Programs 82

Loyalty Programs Customer Service Training Video Customer Service 82

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. These tools enhance convenience and deepen customer relationships. ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Blake Morgan

OCTOBER 22, 2024

Confident, well-supported employees create smoother, more engaging customer experiences, which builds trust and loyalty. These employees, in turn, provide exceptional customer service, setting the foundation for a thriving, customer-focused brand. Investing in employee experience brings tangible returns.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

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 166

Loyalty Customer Service Training Customers Training 166

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Ask for support and consensus as you paint the picture of what an ideal customer experience should look like.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 195

NPS Customer Centricity Automotive Culture 195