ShepHyken

AUGUST 23, 2021

This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. My Comment: I love the concept of loyalty programs. However, there is a difference between a loyalty program and a marketing program. Just kidding!

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

JANUARY 20, 2020

The insight won’t tell you if your customers love you or not, but it will give you an idea of how efficient you are in managing the support experience. When you make it easy – as in minimal or no effort – to get a problem resolved, you increase your customer’s confidence. by Wise Marketer Staff.

Customer Service 97

Customer Service Loyalty Programs Effort Score Self Service 97

ShepHyken

AUGUST 11, 2024

It contains plenty of commentary, data, and insights that will make you rethink how you manage customer interactions, as the title implies. My Comment: A good loyalty program helps drive repeat business and, according to the author of the article, is a good strategy for referrals and recommendations. But there’s more.

Self Service 88

Self Service Customer Service Loyalty Programs Travel 88

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. My Comment: And as long as we’re on the topic of loyalty programs, here’s another informative article.

Loyalty Programs 75

Loyalty Programs Customer Service Self Service e-support 75

ShepHyken

MARCH 25, 2024

However, the number of customers who are “harder” on employees seems to be increasing post-pandemic. It’s one thing to expect better service. In addition to the findings, there are also suggestions on how to manage the increased expectations. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 85

Hotels Loyalty Programs Customer Service Hospitality 85

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

Rewards Programs 88

Rewards Programs Customer Service Loyalty Programs Loyalty 88

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Customer Service 82

Customer Service Loyalty Programs Loyalty Sales 82

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. The big take away is the level beyond customer loyalty, which is desire.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Be it Alexa, Google, Siri, etc.,

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

ShepHyken

FEBRUARY 26, 2018

This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers. Managing the Fragile Customer Experience by Laurent Bride. (IT IT ProPortal) Customer experience must be redefined for the digital age. Follow on Twitter: @Hyken.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

SEPTEMBER 10, 2023

That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. Managing the positive impact of a viral moment is key to getting those new customers to come back. How to Make Loyalty a New Business Line for your Brand?

Customer Service 88

Customer Service Loyalty Programs Retail Loyalty 88

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

Customer Service 14

Customer Service Loyalty Programs Social Media Culture 14

ShepHyken

DECEMBER 26, 2022

I’m honored the author included my story about the Ace Hardware manager that helped an older woman pick out her Christmas tree, delivered it to her home, and then decorated it with her. 13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy. Happy Holidays! Follow on Twitter: @Hyken.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. The author prompted the chatbot with a question about personalization versus real-time interaction management. Does no one want to see change?

Customer Service 65

Customer Service Loyalty Programs Loyalty Customer Service Training 65

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.

Customer Service 73

Customer Service Loyalty Programs Contact Center Financial 73

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both.

Customer Service 66

Customer Service Loyalty Programs Loyalty Competitive Advantage 66

ShepHyken

JANUARY 2, 2023

Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? This is where a customer is surprised about the price.

Customer Service 66

Customer Service Loyalty Programs e-support Loyalty 66

ShepHyken

JULY 4, 2022

From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before.

Customer Journeys 75

Customer Journeys Customer Service Loyalty Programs Loyalty 75

ShepHyken

JUNE 20, 2022

What You’re Getting Wrong About Customer Journeys by Ahir Gopaldas and Anton Siebert. Harvard Business Review) Most marketing experts agree that it’s not enough to give customers a satisfying initial experience with a product. The design of customer journeys is the new marketing battleground. Maybe it’s time to start!).

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

AUGUST 28, 2017

(Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.

Customer Service 83

Customer Service Contact Center Ecommerce Loyalty Programs 83

ShepHyken

FEBRUARY 18, 2024

While subscription models play a role, a crucial strategy involves identifying customer interests. My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Net Promoter Score Loyalty Programs Gamification 67

ShepHyken

MAY 4, 2020

This turns a potentially daunting task into something much easier to manage. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. One strategy that works for any type of business is content marketing, which the author discusses as second of his four ideas on how to create loyalty.

Customer Service 76

Customer Service Contact Center Retail B2C 76

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

Customer Service 14

Customer Service Customer Retention Loyalty Customer Service Training 14

ShepHyken

FEBRUARY 18, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. My Comment: As long as we’re talking trends for the year, here are three trends that focus on loyalty programs. Customer Experience & Customer Service Stats from 2018 and Predictions for 2019 by Jake Michaels.

Customer Service 67

Customer Service Retail Ecommerce Loyalty Programs 67

ShepHyken

OCTOBER 1, 2023

My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. There is nothing wrong with that!

Customer Service 71

Customer Service Contact Center Average Handle Time Customer Service Strategies 71

ShepHyken

FEBRUARY 4, 2024

Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 trillion annually, according to new research by the experience management company Qualtrics. In short, if you provide bad service, be prepared to lose sales/money.

Customer Service 67

Customer Service B2B Loyalty B2C 67

CSM Magazine

JULY 1, 2024

Training Your Staff Your team should embody your commitment to exceptional service: Customer Service Training : Regularly train your staff on the latest customer service techniques and best practices. Implement these strategies and watch your customer satisfaction soar!

Automotive 52

Automotive Customer Service How To Loyalty Programs 52

ShepHyken

JANUARY 23, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Customer Service 15

Customer Service Self Service Contact Center Loyalty 15

ShepHyken

APRIL 6, 2020

(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs. The other is more of a marketing program that rewards customers for coming back.

Customer Service 61

Customer Service Airlines Loyalty Loyalty Programs 61

Ann Michaels and Associates

JULY 26, 2024

Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

ShepHyken

DECEMBER 5, 2022

So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Customer Service 75

Customer Service Hospitality e-support eBook 75

ShepHyken

MARCH 5, 2023

My Comment: Do you want to increase your Customer Lifetime Value? Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. Management guru Peter Drucker once said, “You can’t manage what you don’t measure.” That’s a rhetorical question. Who doesn’t? Let me count the ways!

Customer Service 10

Customer Service Retail Metrics Loyalty Programs 10

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory.

Customer Service 51

Customer Service Government Loyalty Customer Satisfaction 51

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory.

Customer Service 48

Customer Service Government Loyalty Customer Satisfaction 48

ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48