Daniel Group

JANUARY 25, 2024

Are You Using Humor in CX to Increase your Customer Loyalty? And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX. And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX.

Loyalty 52

Loyalty Guidelines Conference Culture 52

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

APRIL 18, 2024

Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs. His desk mate, a giraffe named Gina who worked in the sales department, began to notice the difference in Jose’s interactions with customers.

Customer Experience 308

Customer Experience Customer Centricity Chief Customer Officer Culture 308

ShepHyken

OCTOBER 22, 2024

Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.  I agree with this in principle.

Customer Service 89

Customer Service Customer Service Training Customers Loyalty 89

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. Loyalty Programs. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. They want to workshop risk-reward models with you.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media Feedback 195

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 158

Metrics Customer Service Measurement NPS 158

BirdEye

AUGUST 7, 2023

Customer loyalty: A big part of auto repair shop marketing involves turning first-time customers into long-term advocates. And include information about common car issues, images, and videos showing how your workshop solves these issues. Run a loyalty program to drive repeat business Implement a loyalty program.

Strategy 52

Strategy Sales Marketing Social Media 52

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? Then, the original sales professional is not part of these critical, post sale steps. So are our post sale execution experiences. . Here’s why.

Sales 68

Sales Customer Confidence Touchpoint Communication 68

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. My Comment: I’ve been studying how different brands are creating successful loyalty programs. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 74

Loyalty Programs Customer Service Self Service e-support 74

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. They want to workshop risk-reward models with you.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

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. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Once they consummate the sale, and the contract is signed, they hunt up their next deal. Then, post-sales customer support teams often find themselves in fire-fighting mode. Not how awesome the pre-sale activities and customer courtship are.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

ShepHyken

FEBRUARY 4, 2024

Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 In short, if you provide bad service, be prepared to lose sales/money. But in 2023, these six retailers and brands set new standards of what loyalty can be. Here are my top five picks from last week.

Customer Service 66

Customer Service B2B Loyalty B2C 66

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However, without fail, I always get asked what can be done to improve customer loyalty. Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Loyalty Programs Loyalty Customer Service Training 64

One Millimeter Mindset

SEPTEMBER 16, 2019

Especially when these omitted details surface, often inconveniently, both pre- and post-sale. Most of the time, these professionals are involved in the post-sale care and feeding of customers, once a sale is consummated. At “that” final meeting, when the sale is assumed, but not yet closed. Something different?

Sales 72

Sales Return on Investment Meeting Customer Retention 72

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Are centered around sales and marketing as they relate to the business. Developing CX Personas: The Step Before Journey Mapping. Motivations. Frustrations. Emotional Drivers.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This often gets translated into the following business text: SALES! MORE SALES! There is a basic understanding that investing in sales means earning business results. Absurd, right?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CloudCherry

SEPTEMBER 23, 2019

According to Jeannie, ‘Retention starts from before you make the sale…If you think about creating an amazing experience and really understanding your customer’s journey from end-to-end, THAT is where you build retention. THAT’s where you start building loyalty.’. So, where do we begin? Request a demo.

Customer Retention 150

Customer Retention Customer Journeys How To Consulting 150

ChurnZero

SEPTEMBER 6, 2024

Done right, it aligns your customers’ success with your own, creating a faster track to customer value and loyalty. It requires collaboration across sales, marketing, and product teams to ensure alignment on value propositions and customer goals. Hungry to discover more? If any challenges arise, adjust the strategy proactively.

Customer Success 52

Customer Success Customers Conference Sales 52

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use. Personalization.

Customer Service 77

Customer Service Loyalty Programs Customer Retention Metrics 77

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. Here’s how. must practice.

Customer Service 86

Customer Service Loyalty Programs Retail Loyalty 86

CSM Magazine

OCTOBER 30, 2024

Here are ten tips to enhance the customer service experience in telesales via sales outsourcing. How to do it: Attend training sessions: Take advantage of workshops and seminars. By implementing these ten tips, telesales professionals can create more meaningful interactions, leading to increased customer satisfaction and loyalty.

Tips 52

Tips Customer Service Customer Experience CRM 52

One Millimeter Mindset

SEPTEMBER 6, 2018

That critical time-period, the post-sale handoff of the contract for execution, involves more than a digital document passing through a CRM. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Everyone who takes care of the customer, post-sale. Think about it.

Customer Retention 48

Customer Retention Sales CRM Customers 48

ClearAction

NOVEMBER 3, 2023

Your CX team doesn’t have access to all the data for this issue, but this past month, this issue caused these costs: $30K returns, $12K credits, $8K discounts, $6K loyalty incentives, $4K technologies to address it, and $80K lost sales. Every work group got their own workshop, and they each made 2 action plans.

ROI 62

ROI How To Groups Course 62

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. My Comment: Do your customers know you care about them?

Customer Service 68

Customer Service Contact Center Loyalty Tips 68

PK

JULY 25, 2019

Fostering a community with your customers is key to brand loyalty. West Elm: Fair Trade Felt Craft Workshop. During Fair Trade Month in October, a series of workshops were organized by West Elm. The post Five Ways Retailers Can Use Events to Increase Loyalty and Revenue appeared first on Lenati. Real value.

Retail 49

Retail Loyalty Fashion ROI 49

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. It can open up new opportunities, additional sales and long-term customer relationships.

Strategy 259

Strategy Customer Experience How To Consulting 259

BirdEye

NOVEMBER 29, 2023

Furniture store marketing is promoting furniture stores and their products to attract customers and increase sales. Offer incentives and loyalty programs Ashley HomeStore implements a successful loyalty program. Engage your audience and provide value beyond the sale. How to market a furniture store?

Trends 59

Trends Tips Tools Marketing 59

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Traditionally retail refers to the sale of goods and services through physical stores. It’s the primary sales channel that will determine how these businesses are categorized.

Retail 78

Retail Engagement Strategy Customer Experience 78

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. There are also metrics to measure increases in loyalty such as purchase frequency, average order / basket size, repeat orders etc.). The reason?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Customer Service 70

Customer Service Contact Center Average Handle Time Customer Service Strategies 70

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Explain how to review the map and what might be most interesting or surprising for employees to learn. Share what is next as you improve the journey! Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

MAY 29, 2024

The Essence of Cross-Functional Teams Cross-functional teams consist of individuals with a wide range of skills and experiences from different parts of a company, including sales, marketing, product development, and customer service. However, remain flexible as roles may evolve with the project’s needs.

Innovation 156

Innovation Culture e-support Feedback 156

NobelBiz

OCTOBER 24, 2023

It provides a holistic view of the entire customer journey, starting from the initial awareness phase and continuing through to the loyalty phase. Loyalty program enrollment for customer retention. Providing exclusive offers through loyalty programs. Self-service web portal for issue resolution. What is a Customer Journey Map?

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

ShepHyken

FEBRUARY 12, 2024

Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Ultra Luxury Generation Divide: Courting the Next Generation’s Loyalty by Michelle Collins (SmartBrief) It’s a period of courting for both consumers and ultra luxury brands.

Self Service 72

Self Service Customer Service Social Media Ecommerce 72