Kristina Evey

NOVEMBER 13, 2014

I’ve done the work for you and outlined exactly how to improve the service your staff delivers to drive your customer loyalty numbers and profits higher than ever before. My Excellent Customer Service: Start to Finish package is JUST WHAT YOU NEED!

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

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

DECEMBER 7, 2020

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. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. And there are nine more!

Customer Service 118

Customer Service Self Service eBook Loyalty Programs 118

ShepHyken

APRIL 7, 2021

She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. Then it all changed a bit when we were given the green light to do price matching between these two retail departments. Shop online at Best-Buy, Walmart, and other major retailers.

Retail 148

Retail Customers Customer Service Training Loyalty 148

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

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. My Comment: I love the concept of loyalty programs.

Customer Service 20

Customer Service Customer Service Training Loyalty Programs Loyalty 20

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

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 103

Customer Service Retail Loyalty Study 103

ShepHyken

JUNE 17, 2024

Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector. Customers want to create an emotional connection with a business. My Comment: Shoplifters are a problem for retailers and their customers.

Customer Service 89

Customer Service Retail Competitive Advantage Loyalty 89

ShepHyken

SEPTEMBER 6, 2021

A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Even if you’re not in the retail world, you’ll enjoy these stats.

Customer Service 28

Customer Service Effort Score Net Promoter Score Contact Center 28

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Customer Service 117

Customer Service Entertainment ROI Retail 117

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. How does that impact their loyalty to us? 21 Powerful Ways To Build Brand Loyalty by ShoppingGives.

Customer Service 94

Customer Service Retail Competitive Advantage Loyalty 94

ShepHyken

FEBRUARY 1, 2021

9 Ways to Boost Customer Experience and Online Engagement by Shane Phair. TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates.

Customer Service 149

Customer Service Rewards Programs B2B Loyalty Programs 149

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Follow on Twitter: @Hyken.

Self Service 136

Self Service Customer Service Customer Journeys B2B 136

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. membership renewal rate.

Customer Service 86

Customer Service Retail Customer Retention Loyalty 86

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your Customer Service Make a Sale? Thats a lot of returns! Find out in this article.

Customer Service 76

Customer Service Ecommerce Self Service Omni-Channel 76

ShepHyken

AUGUST 31, 2020

Had A Customer Service Fail? 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. There’s plenty of great information about how to use online customer service training.

Customer Service 114

Customer Service Social Media Customer Service Training Infographics 114

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. Here are 100 of the strangest things retailers have been asked by customers.

Customer Service 100

Customer Service Retail Interaction Hospitality 100

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson. At the same time, retail technology in the form of self-service or contactless purchases may have made it more convenient for the customer, but it eliminated the human connection.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

FEBRUARY 22, 2021

Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that.

Ecommerce 113

Ecommerce Customer Service Customer Centricity Retail 113

ShepHyken

OCTOBER 26, 2020

Brand loyalty is changing due to the pandemic by Chris Morris. My Comment: Creating brand loyalty is more important than ever. And COVID-19 changed the way customers buy along with their logic in what they buy. And COVID-19 changed the way customers buy along with their logic in what they buy. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Contact Center Customer Centricity B2B 95

ShepHyken

AUGUST 4, 2024

Consider this quote from the article: “When marketing, it can be easy to focus on the products and services you want to promote. But this means that businesses are missing the crucial part – the customers.” How Return Policies Fit into Retail Customer Experience by S.L. And not only my own!)

Customer Service 86

Customer Service Airlines Policies Advertising 86

ShepHyken

APRIL 29, 2019

Customer Loyalty! ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Are you putting Customer Experience theory into practice? Here are my top five picks from last week. by Chad Storlie.

Loyalty Programs 20

Loyalty Programs Customer Service Abandon Rate Loyalty 20

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. First, I disagree that these programs create true loyalty. There are plenty of great ideas.

Rewards Programs 89

Rewards Programs Customer Service Loyalty Programs Loyalty 89

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. All five of this week’s articles are focused on customer loyalty.

Net Promoter Score 80

Net Promoter Score Loyalty Programs Customer Service Ecommerce 80

ShepHyken

OCTOBER 30, 2017

Yes, you want your customers to be happy, but maybe just as important, if not more so, are your employees. Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. This one is focused on loyalty. by Joseph Michelli.

Social Media 24

Social Media Customer Service Retail Loyalty 24

ShepHyken

DECEMBER 29, 2021

In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . I’m not suggesting you put all of your customers on the honor system when it comes time to be paid. But when there is a choice to be made, trust your customers.

B2B 148

B2B Customer Service Training Customers Retail 148

ShepHyken

MARCH 27, 2023

According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. My Comment: I recently wrote an article about how to get customers to trust you more, so this topic has been on my mind. Without trust, you can’t create long-term repeat business and loyalty. How much more?

Customer Service 23

Customer Service Customer Retention B2B Study 23

ShepHyken

SEPTEMBER 1, 2024

An Experience-Focused Approach to Subscriptions by Wendy Karlyn (Retail Customer Experience) A subscription model isn’t a golden ticket to success as it requires careful strategy and consistent execution. Even though this is focused on retail, almost every company in any industry can create a subscription model.

Customer Service 76

Customer Service Retail Customer Centricity Trends 76

ShepHyken

OCTOBER 6, 2024

7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. Brand Loyalty Is Lagging. However, it’s a good start.

Customer Service 83

Customer Service Loyalty Programs Loyalty Rewards Programs 83

ShepHyken

APRIL 28, 2024

5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. My Comment: I’ve been studying how different brands are creating successful loyalty programs.

Loyalty Programs 76

Loyalty Programs Customer Service Self Service e-support 76

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 48

Loyalty Retail Customer Service Training Connections 48

ShepHyken

MAY 1, 2017

3 Tips for Successful Social Customer Service by Krysta Gahagen. TotalRetail) These trends combine to mean that social media is an increasingly important factor in retail brand differentiation. Consumers seek on-demand customer service as they shop both online and offline. For information contact or www.hyken.com.

Customer Service 86

Customer Service Social Media Retail Transportation 86

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Connect with Shep on LinkedIn.

Customer Service 89

Customer Service Loyalty Programs Retail Loyalty 89

ShepHyken

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Or, is it the experience?

Customer Service 83

Customer Service Exceptional Customer Service Retail Ecommerce 83

ShepHyken

MARCH 13, 2017

A great example of how you can have fun with your customers and “humanize” your customer service. Retail Can Learn Valuable Lessons from B-to-B by Richard Shapiro. My Comment: So many articles on customer service focus on the retail industry (B-2-C). The example in this article will make you laugh.

Social Media 94

Social Media Customer Service Infographics Retail 94

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Good experience builds loyalty.” Loyalty means repeat customers who spend more and evangelize the brand. And, Chewy has done an amazing job at creating loyal customers. Want Loyal Customers?

Customer Service 76

Customer Service Loyalty Customer Satisfaction Customer Service Training 76