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Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customerservicetraining delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.
This blog post will show you what makes a jointly-owned social media customerservicestrategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 CustomerServiceTraining Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.
Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customerservicestrategies for engagement. Be customer centric.
Your customer retention is super important to your bottom line—after all, customerloyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customerloyalty.
Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice. If they arent dealing directly with customers, they are supporting someone who is, or they are part of the process that impacts the overall service and experience.
You need to take into account their expectations, needs, and final feedback for your services to create an excellent customerservicetraining program. To create an awesome training program, you can use an online customerservicetraining software that: Engages customerservice operators till the end.
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.
In this article, we can say that three secrets to creating and sustaining customerloyalty 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. .
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 customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.
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 customerservicetraining and standards. Be honest with yourself: How confident are you, really, with your current level of customerservice?
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.
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 CustomerLoyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.
Customerloyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customerloyalty is built on service so great that customers return again and again, raving to others along the way. What Are Some CustomerServiceStrategies I Can Implement Today?
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com. Connect with Shep on LinkedIn.
Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. Customerloyalty requires creating confidence, not perfection. By the way, here’s a reminder of my loyalty formula: . Great CustomerService + Confidence = Potential CustomerLoyalty .
I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customerservice, customer experience, loyalty, reviews, and more. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .
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 CustomerLoyalty by Josh Linkner.
Gen-Z and Millennials are the catalysts for digital customer support channels. . Rob Siefker, Zappos.com’s former senior director of customerloyalty, 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.
My Comment: This is a very interesting way of looking at customerloyalty. 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.
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.
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.
Consistency creates confidence, and confidence can lead to customerloyalty. 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.
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 CustomerLoyalty in a Digital Age by Bryan Osorio. For others, it’s about their process. What can be done?
How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customerservicestrategy, 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.
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 customerservicetraining programs, go t o www.thecustomerfocus.com.
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.
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 customerloyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.
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.
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 customerloyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.
Excellent customerservice 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.
CustomerLoyalty Is Flat. What Should Your CX Strategy Look Like Now? CMSWire) A fair portion of customerloyalty 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.
Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customerservice mistakes. However, brands that have cultivated customerloyalty can mitigate the harm — loyal shoppers are 6X more likely to forgive a mishap than the average customer.
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.
Furthermore, quality customerservice 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.
Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customerservicetraining programs.
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.
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 customerloyalty. Is your organization meeting your customers’ needs? Maintain that feeling and build on it.
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a CustomerService 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.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customerservicetraining programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.
What’s the Difference Between Customer Satisfaction and CustomerLoyalty? 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.
Ace Hardware Goes Thanksgrilling in CustomerServiceStrategy 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.
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 customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
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.
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