ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 140

Customer Service Loyalty Programs Social Media Contact Center 140

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. My Comment: Here is an excellent and robust article on loyalty programs.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: I’m often asked about loyalty programs.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Gets Worse. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 69

Customer Service Loyalty Programs Chatbots Loyalty 69

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Heavy adoption by customer base driven by employees actively promoting 4. Here are my top five picks from last week.

Customer Service 76

Customer Service Loyalty Programs Customer Retention Metrics 76

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

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

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Here are my top five picks from last week. Let’s learn from some of the best.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! While subscription models play a role, a crucial strategy involves identifying customer interests. Will AI Take Over Customer Service?

Customer Service 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

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

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week.

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 63

Customer Service Loyalty Programs Loyalty Customer Service Training 63

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. Here are my top five picks from last week.

Customer Service 71

Customer Service Loyalty Programs Contact Center Financial 71

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?

Customer Service 66

Customer Service Employee Engagement Customer Service Training Loyalty Programs 66

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 69

Customer Service Loyalty Programs Ecommerce Loyalty 69

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article on customer loyalty appeared in an Australian and New Zealand jeweler magazine. Here are my top five picks from last week. You don’t need to own a jewelry store to appreciate the ideas.

Customer Service 85

Customer Service Retail Competitive Advantage Loyalty 85

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail?

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program.

Customer Service 85

Customer Service Loyalty Programs Retail Loyalty 85

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 146

Customer Service Loyalty Programs B2B Competitive Advantage 146

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 65

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 65

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Here are my top five picks from last week.

Customer Service 145

Customer Service Rewards Programs B2B Loyalty Programs 145

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer.

Chatbots 96

Chatbots Loyalty Programs Customer Service Return on Investment 96

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. I’m always careful when using the term “loyalty program.”

Customer Service 69

Customer Service Loyalty Programs Hotels Loyalty 69

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 151

Customer Service Self Service eBook Loyalty Programs 151

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 79

Customer Service Loyalty Programs Loyalty Sales 79

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. Here are my top five picks from last week.

Customer Service 66

Customer Service Loyalty Programs Loyalty Competitive Advantage 66

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Customers accumulate points for every pound they spend to earn discounts on future products and services. The exchange is straightforward: customers get benefits; the brand gets loyal customers.

Customer Service 63

Customer Service Customer Centricity Loyalty Programs Culture 63

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. Is Simpler Better For Rewards Programs? Do Your Rewards Rock? by Tom Ryan.

Rewards Programs 85

Rewards Programs Customer Service Loyalty Programs Loyalty 85

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Customer Service 66

Customer Service Loyalty Programs e-support Loyalty 66

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Customer Service 98

Customer Service Loyalty Programs Loyalty Rewards Programs 98

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. 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 Here are my top five picks from last week.

Customer Service 65

Customer Service B2B Loyalty B2C 65

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 124

Customer Service Loyalty Programs Effort Score Self Service 124

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. In most cases, the rewards from customer firings won’t be financial — at least not in the short run. My Comment : Some customers aren’t worth doing business with! And the customer is NOT always right !

Customer Service 63

Customer Service Self Service Trends Hotels 63