ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Customer Journeys 110

Customer Journeys Customer Service Employee Engagement Exercises 110

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

JUNE 7, 2021

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. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

Customer Service 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your Customer Service Make a Sale? Thats a department. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

ShepHyken

NOVEMBER 11, 2024

Staff Friendliness by Miika Mäkitalo (CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail. 1, is a global day of celebration, honoring the efforts of CX professionals and highlighting the key elements that shape the customer journey.

Customer Service 71

Customer Service Survey Tips Retail 71

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021?

Self Service 135

Self Service Customer Service Customer Journeys B2B 135

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. For years they created loyalty by selling one product and when the time was right, they started selling more products in different verticals. Today, they have Amazon Web Services (AWS), Amazon Basics and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Comm100

DECEMBER 12, 2017

Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Their loyalty is also shaky, and they will leave when presented with a better offer. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality.

Training 150

Training Customer Experience Customer Journeys How To 150

Kayako

APRIL 15, 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. To do this effectively, one needs to journey map the heck out of their business!

Customer Experience 213

Customer Experience Self Service Hospitality Customer Journeys 213

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. With the best approach to training, the return on investment can be significant, to say the least.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Customer experience is how your customers feel about what you did. Customer loyalty is how your customers feel about what you did again and again.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

ShepHyken

SEPTEMBER 27, 2021

Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article. No Jitter) The forces for the next great disruption in customer experience (CX) are aligning now and as with all disruptions, there will be winners and losers.

Customer Journeys 21

Customer Journeys Customer Service Social Media eBook 21

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Are you ready to meet the customer’s new expectations?

Customer Service 158

Customer Service B2C B2B Customer Retention 158

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.

Customer Journeys 97

Customer Journeys Self Service NPS Customer Care 97

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. And, my podcast, Amazing Business Radio, is featured.

Customer Journeys 88

Customer Journeys Customer Service e-support Self Service 88

Ann Michaels and Associates

JULY 26, 2024

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.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire.

Customer Journeys 75

Customer Journeys Customer Service Call Center Entertainment 75

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: Journey Mapping is no longer an option. CMSWire) What’s in your abandoned cart?

Customer Journeys 75

Customer Journeys Customer Service Loyalty Programs Loyalty 75

ShepHyken

JULY 21, 2024

The scene is classic lousy service because of bad “rules.” The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow.

Customer Service 90

Customer Service ROI Return on Investment Customer Journeys 90

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Effort Score 140

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 140

Blake Morgan

JANUARY 20, 2022

With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. She shares thoughts and insights on improving all aspects of the customer journey. . His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

AUGUST 29, 2016

Learn how they mix the latest customer service and business strategies with some good old fashion tactics – like hand written thank you notes! The Future of Customer Loyalty is Flexibility by Jim Tierney. Loyalty360) Loyalty marketers everywhere would like to know what the future holds. Follow on Twitter: @Hyken .

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

ShepHyken

JULY 27, 2020

How to Gain Customer Loyalty During a Recession by Dana Kachan. CustomerThink) Building customer loyalty is an essential part of digital marketing for new normal that can do wonders with your conversions. Journey mapping in the customer experience by Chris Beaudin. Follow on Twitter: @Hyken.

Customer Journeys 58

Customer Journeys Customer Service Retail Exercises 58

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 75

Loyalty Programs Customer Service Self Service e-support 75

ShepHyken

MARCH 28, 2018

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? then #loyalty to retain converts? — The post Which Department Handles Customer Experience? All of Them.

Customer Experience 64

Customer Experience Loyalty Exceptional Customer Service Advertising 64

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

DECEMBER 26, 2016

5 ways to build customer loyalty by Laura Loughran. IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. Read this article to find out how.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Happy or Not

NOVEMBER 13, 2024

From customer service centers to customer support reps, each example highlights how HappyOrNot’s solutions help businesses provide exceptional customer service, creating experiences that resonate with customers and enhance customer centricity. Read the full case study here 4.

Examples 36

Examples Customer Service Case Study Hospitality 36

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 79

Customer Service Loyalty Programs Social Media Loyalty 79

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

Customer Service 80

Customer Service Infographics Metrics Loyalty 80

ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. What You’re Getting Wrong About Customer Journeys by Ahir Gopaldas and Anton Siebert. Instead, provide them with a series of experiences.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

JANUARY 16, 2023

Customers are also demanding that brands enable them to control their own narrative throughout the customer journey. Here’s a good list that predicts personalization will continue to drive customer loyalty. Customers love it when you know and understand them. I thought it already was!).

Customer Service 17

Customer Service Customer Satisfaction Trends Loyalty 17