Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Customer Service Training 78

Customer Service Training Training Customer Service Loyalty 78

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.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 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.

Loyalty 109

Loyalty Customers Customer Service Training Connections 109

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. The formula for calculating customer retention is pretty simple.

Customer Retention 170

Customer Retention Measurement How To B2C 170

ShepHyken

AUGUST 11, 2021

They were, but that loyalty was to location and price, not to your business. . The point is to recognize the difference between repeat customers and loyal customers. Make sure you understand the why behind what brings that customer back. I like to refer to repeat customers as gold and loyal customers as sacred.

Loyalty 174

Loyalty Customers Customer Service Training Retail 174

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

ShepHyken

NOVEMBER 26, 2024

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

Brands 86

Brands Loyalty How To Policies 86

ShepHyken

MARCH 4, 2020

“Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Loyalty is an emotion. Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.”

Loyalty 168

Loyalty Customer Service Training Customers Training 168

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!).

Customer Service 144

Customer Service Loyalty Programs Social Media Contact Center 144

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 253

Strategy How To Wait Times Customer Satisfaction 253

Who's Your Gladys?

MARCH 30, 2017

The Busy Leader's Guide to Creating Fierce Customer Loyalty." Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow.

Touchpoint 100

Touchpoint Loyalty Effort Score Customers 100

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. 5 Top Customer Strategies CEO Should Know by Duong Nguyen.

Customer Service 162

Customer Service Customer Retention Loyalty Retail 162

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

Customer Service 162

Customer Service Net Promoter Score Self Service Knowledge Base 162

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.

Customer Service 154

Customer Service Loyalty Programs Chatbots Loyalty 154

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

Customer Service 128

Customer Service Customer Service Training Policies Loyalty 128

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference. Follow on Twitter: @Hyken.

Customer Service 159

Customer Service B2C B2B Customer Retention 159

Bill Quiseng

MAY 24, 2023

You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training. Develop your people with customer CARE education.

Customer Service 113

Customer Service Customer Service Training Customer Care Training 113

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. Customer experience is really, at its core, a uniquely positive idea. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Vonage

OCTOBER 2, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Customer Service 157

Customer Service Loyalty Programs Hotels Infographics 157

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 .

Loyalty 156

Loyalty Customer Service Training Customer Service Training 156

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

Vonage

JULY 13, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Customer Service Hotels Hospitality 174

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. The post Do you say you want a Revolution? appeared first on CloudCherry.

Travel 150

Travel Customer Service Training Culture Loyalty 150

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 20

Customer Service Customer Service Training Loyalty Programs Loyalty 20

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 142

Customer Service Loyalty Programs Customer Journeys Customer Centricity 142

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 174

Airlines Customer Experience Survey Customer Service Training 174

InMoment XI

MARCH 11, 2024

This could involve refining processes, updating features, enhancing customer service training, or any other actions aimed at improving the overall customer experience. Customer Response: Customers interact with the updated product, service, or experience, and their responses are observed.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

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.

Metrics 160

Metrics Customer Service Measurement NPS 160

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer.

Customer Service 139

Customer Service Effort Score e-support Chatbots 139

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Customer Service 89

Customer Service Self Service Loyalty Programs Customer Service Training 89

ShepHyken

JUNE 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. And, trust leads to potential loyalty. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. The entire experience must be consistent.

Customer Service 90

Customer Service Chatbots Loyalty Customer Service Training 90

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

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.

Employee Experience 157

Employee Experience Insurance Culture Customer Service Training 157

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.

Social Media 165

Social Media Customer Service Customer Care Customer Service Training 165

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Customer Service 118

Customer Service Self Service eBook Loyalty Programs 118

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223