ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. How to design and run a customer loyalty program for small businesses by Raúl Galera.

Customer Service 151

Customer Service Loyalty Programs Hotels Infographics 151

Blake Morgan

NOVEMBER 12, 2024

Leveraging Technology Technology drives improvements in customer engagement, from AI-powered ordering to personalized loyalty programs. These tools enhance convenience and deepen customer relationships. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

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

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

Customer Service 159

Customer Service Guest Experience Loyalty Programs Hospitality 159

ShepHyken

OCTOBER 25, 2021

(Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer loyalty is no more than repeat transaction behavior.

Customer Service 148

Customer Service Loyalty Programs Chatbots Loyalty 148

ShepHyken

JUNE 7, 2021

I love the formula: Customer-Centric Mindset + Happy Employees = Company Success. Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. Absolutely!

Customer Service 136

Customer Service Loyalty Programs Customer Journeys Customer Centricity 136

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

Alida

FEBRUARY 22, 2017

Why then do the tools companies use to get closer to their customers focus on the number and size of transactions? Many systems, such as CRM, measures the number of transactions a customer has with a brand. Loyalty program software does something similar, tracking how much people spend with a company.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

ShepHyken

APRIL 26, 2021

Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. I ended up in two categories: influencers and podcasts. Thank you MattsenKumar!).

Customer Service 137

Customer Service Loyalty Programs Social Media Contact Center 137

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 So we add: · It must be easy.

Loyalty 116

Loyalty Loyalty Programs How To Retail 116

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. This boosts relevance, engages shoppers, and grows conversions.

Data 52

Data e-support Customer Experience Apparel 52

Blake Morgan

AUGUST 29, 2022

Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. The Halal Guys also added a mobile loyalty program that allows customers to earn rewards and order through the app.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

ShepHyken

FEBRUARY 1, 2021

Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. Follow on Twitter: @Hyken.

Customer Service 142

Customer Service Rewards Programs B2B Loyalty Programs 142

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing.

Chatbots 94

Chatbots Loyalty Programs Customer Service Return on Investment 94

ShepHyken

APRIL 29, 2019

And, I’ll add a tenth: Make it super easy for your customers to find your contact information. 76% of Customers Choose Loyalty Programs that Collect ONLY Name and Phone Number by Michael Guta. Small Business Trends) More businesses are adopting customer loyalty programs because it is much easier to deploy.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

ShepHyken

DECEMBER 28, 2020

Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. My Comment: Here is a fascinating article about loyalty and the customer experience.

Customer Service 110

Customer Service Loyalty Programs B2B Competitive Advantage 110

ShepHyken

SEPTEMBER 9, 2019

(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. 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

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 114

Customer Service Self Service eBook Loyalty Programs 114

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.

Net Promoter Score 91

Net Promoter Score Customer Service Loyalty Programs Chatbots 91

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

Customer Service 93

Customer Service Loyalty Programs Effort Score Self Service 93

CSM Magazine

OCTOBER 21, 2024

Encourage your employees to be proactive and go the extra mile in assisting customers. A well-trained, customer-focused team can significantly improve your customer retention rates and brand reputation. This can range from resolving issues quickly to offering advice or recommendations.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

ShepHyken

NOVEMBER 27, 2017

Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Maritz Motivation) Most consumers join loyalty programs with self-serving motives. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Loyalty Programs Loyalty Retail 76

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. For information, contact 314-692-2200 or www.hyken.com.

Airlines 98

Airlines Hotels Loyalty Programs Loyalty 98

ShepHyken

MARCH 5, 2018

The Six Cs of Loyalty Program Marketing by Rick Boubelik. Colloquy) For loyalty marketers searching for a way to stay ahead of the competition and keep shoppers happy, the Six Cs of Loyalty are a great way to streamline how you’re thinking about each communication, offer or benefit.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

MAY 28, 2018

More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. Retail TouchPoints) With the benefits of loyalty programs well known, competition among brands for members and a larger share of their spending is fierce — and consumers know it, so they are expecting more in return for their loyalty.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

InMoment XI

OCTOBER 4, 2024

A productivity tool startup sends Net Promoter Score (NPS) surveys to its customers and analyzes the responses to see how it can further improve its product. A hotel chain implements a loyalty program to reward repeat customers with points that can be redeemed for discounts or other special offers. Digital Web Solutions.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs 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 loyalty program to help grow your business? Here is an infographic.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

Rewards Programs 82

Rewards Programs Customer Service Loyalty Programs Loyalty 82

ShepHyken

JANUARY 10, 2022

How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene. Atlanta Small Business Network) Regardless of the industry, you’ll come across various issues concerning customer retention. Keep in mind that a loyalty program is as much about marketing. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Loyalty Programs Loyalty Sales 77

ShepHyken

FEBRUARY 26, 2018

My Comment: Customers are more demanding than ever, especially when it comes to the customer experience. This, according to the article, can put a company that’s not customer focused in a “fragile” position. Mismanage the customer’s experience an d you may shatter the relationship and any hope for future business.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

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

AUGUST 23, 2021

This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. My Comment: I love the concept of loyalty programs. However, there is a difference between a loyalty program and a marketing program.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

JULY 24, 2017

(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

JUNE 6, 2022

The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I’m always careful when using the term “loyalty program.”

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68