Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

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Customer Service Training Contact Center Training Customer Service 78

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

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Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. Thank you MattsenKumar!).

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Customer Service Loyalty Programs Social Media Contact Center 144

Kristina Evey

NOVEMBER 13, 2014

A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. My Excellent Customer Service: Start to Finish package is JUST WHAT YOU NEED! So, they left.

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Customer Service Poor Customer Service Customer Service Training Customers 159

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. It’s the price of admission.

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Customer Service Customer Service Training Customer Retention Training 107

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. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Follow on Twitter: @Hyken.

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Airlines Customer Service Infographics Customer Retention 125

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

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Customer Service Training Training Customer Service Competitive Advantage 99

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. These 6 Customer Retention Strategies Actually Work by Hal Koss.

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Customer Service Customer Retention Loyalty Banking 100

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

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Customer Service Infographics Tips Customer Retention 105

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. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

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Customer Service Contact Center Customer Retention Poor Customer Service 110

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

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Customer Service Customer Retention Loyalty Tips 95

ShepHyken

JANUARY 4, 2023

Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Trust is an emotional connection that drives repeat business and loyalty. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

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Self Service Customer Experience Customer Service B2C 145

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

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Customer Service Retail Loyalty Study 103

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. membership renewal rate.

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Customer Service Retail Customer Retention Loyalty 86

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

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Customer Service Customer Retention B2B Study 23

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.

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Chatbots Loyalty Programs Customer Service Return on Investment 99

ShepHyken

MARCH 3, 2019

5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Fourth Source) Fortunately, you can improve customer retention and improve customer relationships with email marketing. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Customer Service Omni-Channel Customer Retention Case Study 102

ShepHyken

SEPTEMBER 30, 2019

GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. NPS, CES, CSAT: Which One is the Best Metric?

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Customer Service eBook Contact Center NPS 19

ShepHyken

AUGUST 31, 2020

(Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. The more formal name for that is “customer retention.” Still, I liked this article a lot.

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Customer Service Social Media Customer Service Training Infographics 114

Comm100

FEBRUARY 23, 2021

Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Prioritize customer service training. Be available online — in more ways than one.

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Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 27, 2021

Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year.

Customer Journeys 21

Customer Journeys Customer Service Social Media eBook 21

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.

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Customer Service Customer Retention Loyalty Customer Service Training 14

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

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Customer Service Loyalty Programs Customer Retention Metrics 80

ShepHyken

JUNE 11, 2018

Customer Loyalty is Not the Same as Repeat Business by Joseph Michelli . Joseph Michelli) Given the confusion that abounds between loyalty and repeat business, I thought I would share a couple of nuances that I hope will prove conceptually helpful. People confuse repeat business with loyalty. They are not the same.

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Customer Service Loyalty Tips Customer Service Training 81

ShepHyken

AUGUST 29, 2022

Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue. My Comment: This week, customer loyalty seemed to be the big topic. My Comment: Loyalty and repeat business belong together.

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Customer Service Customer Retention Loyalty Advertising 67

ShepHyken

MARCH 13, 2017

Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier. My Comment: If customer loyalty is important to you and your business (and I know it is), then take a few minutes to not just read, but study this article.

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Social Media Customer Service Infographics Retail 94

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

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Customer Service Hospitality Hotels Customer Retention 72

ShepHyken

NOVEMBER 12, 2024

Did they just build a location that’s closer to your customer? Loyalty to an Employee: There are some instances in which the relationship isn’t between a customer and the company but between a customer and an amazing employee. If that employee moves to the competition, they may take the customer.

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Return on Investment Financial Customer Service Training Customers 104

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

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Culture Customer Service Customer Service Training Contact Center 87

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. How to Make Loyalty a New Business Line for your Brand?

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Customer Service Loyalty Programs Retail Loyalty 89

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Follow on Twitter: @Hyken.

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Customer Service Airlines Employee Engagement Rewards Programs 89

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

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Social Media Customer Service Airlines Loyalty 79

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

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Customer Experience Strategy How To Effort Score 250

ShepHyken

SEPTEMBER 26, 2022

Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member. Forbes) In marketing, attracting new customers is only one half of the equation; businesses must also focus on how to keep those customers once they earn them. All customers deserve to be treated with respect and dignity.

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Customer Service Customer Retention Tips Analytics 72

ShepHyken

JANUARY 10, 2022

He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business.

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Customer Service Loyalty Programs Loyalty Sales 83

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

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Customer Service Loyalty B2C Study 72

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.

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Customer Service Loyalty Programs Contact Center Loyalty 74