ShepHyken

DECEMBER 16, 2024

Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Not doing so is a risk to the long-term survival of your company! What does that mean?

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

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 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

AUGUST 11, 2021

For example, let’s say you own a retail store. There are a number of reasons customers might come back. 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. And you thought they were loyal?

Loyalty 174

Loyalty Customers Customer Service Training Retail 174

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 159

Customer Service Customer Retention Loyalty Retail 159

Ecrion

JULY 22, 2019

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 customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

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. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ShepHyken

JANUARY 4, 2021

(Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your customers need and build customer loyalty. The changing tide of retail CX by Carlos Zapatero. My Comment: The retail world has changed forever.

Customer Service 150

Customer Service Retail Entertainment Tips 150

ShepHyken

FEBRUARY 3, 2025

If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. 7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective.

Customer Service 73

Customer Service Loyalty Programs Government Metrics 73

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 135

Customer Service Effort Score e-support Chatbots 135

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 116

Customer Service Self Service eBook Loyalty Programs 116

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 144

Retail Customers Customer Service Training Loyalty 144

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 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

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 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

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 100

Customer Service Retail Loyalty Study 100

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

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 27

Customer Service Effort Score Net Promoter Score Contact Center 27

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 114

Customer Service Entertainment ROI Retail 114

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 93

Customer Service Retail Competitive Advantage Loyalty 93

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 85

Customer Service Retail Competitive Advantage Loyalty 85

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 145

Customer Service Rewards Programs B2B Loyalty Programs 145

Happy or Not

NOVEMBER 13, 2024

From customer service centers to customer support reps, each example highlights how HappyOrNot’s solutions help businesses provide exceptional customer service, creating experiences that resonate with customers and enhance customer centricity. Read the full case study here 2.

Examples 36

Examples Customer Service Case Study Hospitality 36

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 132

Self Service Customer Service Customer Journeys B2B 132

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 82

Customer Service Retail Customer Retention Loyalty 82

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

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 110

Customer Service Social Media Customer Service Training Infographics 110

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 96

Customer Service Retail Interaction Hospitality 96

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 111

Ecommerce Customer Service Customer Centricity Retail 111

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 92

Customer Service Contact Center Customer Centricity B2B 92

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

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 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

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 82

Customer Service Airlines Policies Advertising 82

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 22

Customer Service Customer Retention B2B Study 22

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

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 144

B2B Customer Service Training Customers Retail 144

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 85

Rewards Programs Customer Service Loyalty Programs Loyalty 85