ShepHyken

NOVEMBER 25, 2024

by Joao Pereira (European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. My Comment: There has never been a better time to understand your customer’s buying behavior.

Customer Service 71

Customer Service Contact Center Trends Analysis 71

ShepHyken

AUGUST 23, 2021

Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

ShepHyken

OCTOBER 22, 2021

Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty.

Tips 153

Tips Customer Experience Management Return on Investment 153

ShepHyken

MARCH 17, 2021

Loyalty for future orders!”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Her response was, “Wow! Follow on Twitter: @Hyken.

Sales 173

Sales How To Customer Service Training Customers 173

ShepHyken

MAY 3, 2021

(Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. My Comment: You can’t automate a customer relationship. Tip number three is all about customer service. That’s a full chapter in my latest book, I’ll Be Back.

Customer Service 116

Customer Service Entertainment ROI Retail 116

ShepHyken

OCTOBER 6, 2024

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 customer loyalty. It’s often been thought to be a key driver of loyalty. Brand Loyalty Is Lagging. However, it’s a good start.

Customer Service 82

Customer Service Loyalty Programs Loyalty Rewards Programs 82

ShepHyken

JUNE 20, 2018

A quick response time creates confidence, which is one of the keys to creating customer loyalty. Embrace technology – There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 102

Customer Service Social Media Chatbots Customer Relationship Management 102

ShepHyken

JUNE 17, 2018

It’s simple: You don’t just create a customer experience that’s better. 5 Ways to Build Customer Loyalty by Christy Bieber. The Motley Fool) Your company can model other successful businesses in encouraging customers to become repeat shoppers. My Comment: Who doesn’t want customer loyalty!?

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 71

Customer Service Loyalty Programs Ecommerce Loyalty 71

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 14

Customer Service Customer Retention Loyalty Customer Service Training 14

ShepHyken

OCTOBER 3, 2016

(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

MARCH 5, 2018

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. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

FEBRUARY 12, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Focused 152

Customer Focused B2B Customer Service Training Customers 152

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Smartphones are the Secret Weapon by Ken Kunz.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 109

Customer Service Contact Center Customer Retention Poor Customer Service 109

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? To surpass client expectations and preserve a good relationship with them, constant work is necessary. To surpass client expectations and preserve a good relationship with them, constant work is necessary. Here are my top five picks from last week.

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

ShepHyken

MARCH 19, 2018

This article gives you a peek behind the curtain of the man who has a relentless and passionate focus on taking care of customers. ClickZ) Naturally, loyalty is hugely important to Dunkin’ Donuts, which, despite its name, mostly sells coffee. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Infographics Case Study Loyalty 82

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. Consider that most consumers look at reviews before making a purchase.

Customer Service 69

Customer Service Contact Center Loyalty Tips 69

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.

Customer Service 63

Customer Service Social Media Loyalty B2C 63

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Loyalty Programs Contact Center Financial 73

ShepHyken

FEBRUARY 28, 2022

(Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Consider how “warm” you are with your customers.

Ecommerce 75

Ecommerce Customer Service Trends Loyalty 75

Retently

AUGUST 2, 2024

When it comes to customer experience, the Net Promoter Score(NPS) is a key measure of customer loyalty and satisfaction. Yet, deciding whether to include customers who have lodged complaints in NPS surveys can be tricky. They can distort your data and harm your customer relationship.

NPS 78

NPS Net Promoter Score Effort Score Survey 78

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

JANUARY 13, 2020

There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Retail Customer Journeys B2C 72

ShepHyken

NOVEMBER 7, 2022

Because if you aren’t showing your customers that you love them, you can bet someone else is knocking at the door to show them just how important they are. The author plays off of Gary Chapman’s international bestselling book, “The Five Love Languages,” and applies the ideas to our customer relationships. I think you’ll like it!

Customer Service 16

Customer Service Financial Tips Loyalty 16

ShepHyken

DECEMBER 17, 2023

Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity.

Customer Service 65

Customer Service Customer Centricity Loyalty Programs Culture 65

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

OCTOBER 10, 2022

7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. Usher in customer-centricity. The Secret to Building Brand Devotion is Not a Loyalty Program. by Andrew Reid. They might.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

Call Experts

FEBRUARY 17, 2022

It’s not something that happens organically; it’s a carefully developed process that starts with creating an exceptional experience for customers and ends with customer loyalty. To be an exceptional customer service professional, you need to master many skills. It would be best if you had patience.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ProProfs Chat

JUNE 15, 2020

You need to realize that 73% of customers claim that the key factor of their loyalty to your brand is the quality of their experience with your brand. That gives you all the more reason to be more customer-oriented and create strategies that assist you to be more vigilant towards their growing needs and expectations.

Strategy 105

Strategy Social Media e-support Software 105

ShepHyken

AUGUST 2, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Which Customers Do You Want to Keep? For information contact or www.hyken.com.

Sports 166

Sports Customer Service Training Customers Connections 166

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

AUGUST 20, 2018

(Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. And, brands must also rethink innovation and service to deliver faster, easier and better customer experiences (CX) to drive business growth and loyalty.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. Want evidence?

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MAY 3, 2021

(Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. My Comment: You can’t automate a customer relationship. Tip number three is all about customer service. That’s a full chapter in my latest book, I’ll Be Back.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

OCTOBER 17, 2016

While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw. My Comment: Creating customer loyalty doesn’t have to be complicated.

Customer Service 48

Customer Service Customer Journeys Tips Exercises 48