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.

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

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Loyalty Social Media Tips Communication 109

ShepHyken

OCTOBER 22, 2024

Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.  Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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Customer Service Customer Service Training Customers Loyalty 87

ShepHyken

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.

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Loyalty Programs Customer Service Training Video Customer Service 85

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

MARCH 14, 2023

I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.

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Loyalty Customers Customer Service Training Connections 107

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What Are Some Customer Service Strategies I Can Implement Today?

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

ShepHyken

MARCH 4, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

How To 82

How To Exercises B2B Feedback 82

ShepHyken

NOVEMBER 10, 2021

Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. Customer loyalty requires creating confidence, not perfection. By the way, here’s a reminder of my loyalty formula: . Great Customer Service + Confidence = Potential Customer Loyalty .

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Loyalty Customer Service Training Customer Service Training 152

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

JULY 22, 2019

My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. If you’re not already strong in the area of social customer care, this article will help you get started. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

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Social Media Customer Service Trends Tips 120

ShepHyken

OCTOBER 12, 2022

Gen-Z and Millennials are the catalysts for digital customer support channels. . Rob Siefker, Zappos.com’s former senior director of customer loyalty, shared his take on social media channels in a recent Inc. When asked why Zappos uses social media, his answer was, “Zappos customers use it. Follow on Twitter: @Hyken.

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Social Media Customer Service Customer Care Customer Service Training 163

ShepHyken

NOVEMBER 14, 2023

This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Nobody wants to work in a place that doesn’t emotionally fulfill them. Connect with Shep on LinkedIn.

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Employee Experience Insurance Culture Customer Service Training 154

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

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Customer Service Loyalty Customer Success Resources 125

ShepHyken

FEBRUARY 20, 2024

Even with high scores on Time to Happiness , Time Well Spent, or any of the more typical and popular ways companies measure customer satisfaction, such as NPS, CSAT, and others, perhaps what may be the most important metric is if the customer comes back. This is my Loyalty Question , a concept I’ve shared many times over the years.

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Metrics Customer Service Measurement NPS 157

ShepHyken

DECEMBER 26, 2023

Consistency creates confidence, and confidence can lead to customer loyalty. Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more. Today’s customers will reach out to you in the most convenient way. Connect with Shep on LinkedIn.

Customer Service 162

Customer Service Tips Guidelines Policies 162

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. For others, it’s about their process. What can be done?

Social Media 98

Social Media Customer Service Guidelines Loyalty 98

ShepHyken

FEBRUARY 7, 2018

But, how do you think a customer, such as myself, feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? Isn’t my loyalty worth something? For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

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Advertising Travel Loyalty Customers 117

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Here’s Why.

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Customer Service Airlines Tips Customer Service Strategies 123

ShepHyken

JUNE 28, 2021

It’s important to have conversations like these to keep service and experience front of mind. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) and loyalty. Follow on Twitter: @Hyken.

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Customer Service Government Customer Service Training Customers 148

ShepHyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Experience 135

Customer Experience Customer Service Training Customers Loyalty 135

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. . Follow on Twitter: @Hyken.

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Self Service Customer Experience Customer Service B2C 141

ShepHyken

DECEMBER 15, 2021

Unfortunately, I don’t have the perfect answer, but I do have an idea to avoid a big part of the problem, which is how the customer experience is being impacted. . I’m seeing that customer loyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.

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B2C B2B Customer Service Training Customers 128

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: What I’m about to write may lead you to believe I don’t like this article.

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Customer Service Contact Center Average Handle Time Customer Service Strategies 69

ShepHyken

DECEMBER 28, 2022

Excellent customer service lies in flexibility. Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” I refer to these as loyalty killers. . Train and empower your employees. If you have good people and train them well, let them do their job. Be customer focused.

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Fashion Guidelines Policies Customer Service Training 135

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? 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.

Customer Service 97

Customer Service Customer Retention Loyalty Banking 97

ShepHyken

AUGUST 31, 2020

Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes. However, brands that have cultivated customer loyalty can mitigate the harm — loyal shoppers are 6X more likely to forgive a mishap than the average customer.

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Customer Service Social Media Customer Service Training Infographics 110

CSM Magazine

DECEMBER 2, 2024

Furthermore, quality customer service can drive patient loyalty and positive word-of-mouth, which can help healthcare organizations stand out in a competitive market. Patients who have a positive experience with a healthcare provider are more likely to return for future care and recommend the services to friends and family.

Healthcare 52

Healthcare Customer Service Strategy How To 52

ShepHyken

FEBRUARY 14, 2023

Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

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Company Customer Service Training Online Experience Customer Service 156

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.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

NOVEMBER 7, 2023

Emotional Connection: This is where loyalty is created. Customers know your products work, trust you, align with your beliefs and what you stand for, and feel appreciated. This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Maintain that feeling and build on it.

Policies 101

Policies Meeting Customer Service Training Customers 101

ShepHyken

JUNE 17, 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.

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Customer Service Training Strategy Software Customer Service 159

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

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How To Automotive Competitive Advantage Customer Service Training 638

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. Customers learned new ways of doing business.

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Customer Service Metrics Social Media Retail 76

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

MAY 28, 2024

The result was a deepened sense of loyalty and sharing the story with others—in this case, thousands of readers of Chip’s Forbes article. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 96

Hotels Customer Service Training Customers Tips 96

ShepHyken

DECEMBER 29, 2021

If you can’t trust your customers, you can’t expect them to trust you. . 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.

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B2B Customer Service Training Customers Retail 144