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

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

NOVEMBER 12, 2024

Did they just build a location that’s closer to your customer? Loyalty to an Employee: There are some instances in which the relationship isn’t between a customer and the company but between a customer and an amazing employee. If that employee moves to the competition, they may take the customer.

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. It isn’t a coincidence that the best places to work are also recognized as the organizations that deliver the best customer service.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

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. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Culture Loyalty 240

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 264

Strategy How To Wait Times Customer Satisfaction 264

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Related: What is Customer Experience. Customer Service Skill #2: Patience. . I’m a Vancouver Canucks fan.

Training 151

Training Customer Service How To Employee Engagement 151

ShepHyken

OCTOBER 22, 2024

Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.  Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 87

Customer Service Customer Service Training Customers Loyalty 87

Who's Your Gladys?

MAY 17, 2016

The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 179

Exercises Loyalty Customer Service Customers 179

ShepHyken

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.

Loyalty Programs 85

Loyalty Programs Customer Service Training Video Customer Service 85

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

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 109

Loyalty Social Media Tips Communication 109

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 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

Comm100

AUGUST 29, 2021

While omnichannel support improves the customer experience, as well as the agent experience, businesses have more to consider when allocating resources and training service agents. Employers are always looking for unicorn employees, but can you train someone to be a jack of all trades? Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

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 169

Customer Retention Measurement How To B2C 169

ShepHyken

MARCH 24, 2025

Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit (DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue. Verizon Is Using AI Agents to Improve Customer Experiences.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

ShepHyken

NOVEMBER 3, 2024

Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs. If you have been thinking about a loyalty program, this is a good place to start.

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. Customers’ expectations continue to rise. Average won’t cut it.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

ShepHyken

FEBRUARY 16, 2025

What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

ShepHyken

JANUARY 5, 2025

Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

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 107

Loyalty Customers Customer Service Training Connections 107

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 167

Loyalty Customer Service Training Customers Training 167

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

Win the Customer

NOVEMBER 20, 2024

Enhanced Customer Satisfaction: When customers feel heard and understood, they are more likely to be satisfied with their experience, even if the issue isn’t fully resolved. Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says.

Customer Service 341

Customer Service e-support Self Service Customers 341

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? Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

ShepHyken

NOVEMBER 11, 2024

Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli (CustomerThink) Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Connect with Shep on LinkedIn.

Customer Service 69

Customer Service Survey Tips Retail 69

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 125

Customer Service Customer Service Training Policies Loyalty 125

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

MARCH 4, 2025

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

How To 82

How To Exercises B2B Feedback 82

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

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 140

Customer Service Loyalty Programs Social Media Contact Center 140

ShepHyken

MARCH 19, 2025

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

Sports 76

Sports Customer Service Training Customers Connections 76

ShepHyken

JANUARY 26, 2025

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

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

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