ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. This is Where Rewards Programs Lose Most of Their Members by Jenn McMillen. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Up Your Service

MAY 3, 2017

“Things like offering local restaurant reservations or preparing business documents ahead of a meeting — this is white glove, personalized, concierge-level service that can, and should, be provided to most travelers.”. Dave Murray, senior customer experience consultant at the DiJulius Group consulting firm, agrees.

Hospitality 74

Hospitality Travel Industry Brands 74

ECXO

JANUARY 30, 2024

In the context of customer experience, the amygdala evaluates every interaction with a brand and generates an emotional response. For instance, the joy a customer might feel when unboxing a highly-anticipated product or the frustration they might experience from poor customer service are both processed by the amygdala.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156