ECXO

FEBRUARY 3, 2025

Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust. A damaged relationship that could have turned into long-term loyalty. Frustrated, the customer takes to Twitter or Google Reviews to vent, warning others about the poor service. Negative word-of-mouth.

Sales 266

Sales Customer Experience e-support Examples 266

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. The following steps can help improve CX in this area to enhance both satisfaction and loyalty: Make it easier for customers to manage their accounts. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. B2B customers will notice that commitment.

B2B 339

B2B Customer Journeys How To Effort Score 339

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. Boosts Retention and Loyalty When you provide ongoing education, you show customers that your relationship doesnt end at the point of sale.

Loyalty 52

Loyalty Self Service Apparel Knowledge Base 52

ShepHyken

NOVEMBER 12, 2024

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. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Return on Investment 102

Return on Investment Financial Customer Service Training Customers 102

eglobalis

SEPTEMBER 11, 2024

This can be achieved through training programs, workshops, and access to resources that enhance employees’ knowledge and skills. This understanding can drive the development of products and services that better meet customer demands, leading to greater customer satisfaction and loyalty.

Innovation 451

Innovation e-support Culture Customer Centricity 451

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.  Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 90

Customer Service Customer Service Training Customers Loyalty 90

ShepHyken

NOVEMBER 18, 2024

Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Good experience builds loyalty.” Here are my top five picks from last week.

Customer Service 75

Customer Service Loyalty Customer Satisfaction Customer Service Training 75

ShepHyken

OCTOBER 29, 2024

Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Loyalty Programs 88

Loyalty Programs Customer Service Training Video Customer Service 88

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. Maybe there are key outcomes you’re looking to achieve, like reduced cart abandonment, increased customer loyalty, or fewer support requests.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. By leveraging CX services, companies can gain deeper insights into customer needs, improve customer satisfaction , and drive brand loyalty.

Technology 195

Technology Customer Experience ROI Consulting 195

ShepHyken

JANUARY 28, 2025

Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. 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.

Loyalty Programs 95

Loyalty Programs Customer Service Training Training Culture 95

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Anything less than meeting those higher expectations results in reduced loyalty. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 78

Customer Service Customer Centricity Entertainment Airlines 78

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. This article serves up three giving back ideas/concepts to help build customer loyalty.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

ShepHyken

MARCH 30, 2025

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. New Survey Reveals Price Hikes Wont Break Customer Loyalty. My Comment: This article may be taking the opposite side by claiming customer service on the brink. But Theres a Catch.

Customer Service 71

Customer Service Loyalty Feedback Contact Center 71

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. Connect with Shep on LinkedIn.

Loyalty Programs 82

Loyalty Programs Customer Service Customer Journeys Loyalty 82

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. The goal is to create an emotional connection.

Customer Service 71

Customer Service Loyalty Programs Retail Automotive 71

ECXO

JULY 22, 2024

Building Customer Loyalty Consistent positive experiences foster customer loyalty. Enhancing loyalty involves: Reward Programs: Implementing loyalty programs to reward frequent users and advocates. In-App Guidance: Using in-app messaging to introduce new features and updates. Want more practical insights?

B2B 207

B2B Customer Experience Self Service e-support 207

ECXO

JULY 16, 2024

Ensuring that employees get sufficient sleep translates to consistent and reliable service, reinforcing customer trust and loyalty. Education and Awareness: Conducting workshops and seminars on the importance of sleep and offering tips on good sleep hygiene can empower employees to make healthier choices.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

CRM 98

CRM Loyalty Strategy B2C 98

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 71

Customer Service Loyalty Programs Entertainment Loyalty 71

ShepHyken

DECEMBER 9, 2024

He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more. Can Your Customer Service Make a Sale? Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

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. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

NOVEMBER 11, 2024

Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. The outcome was a customer’s newfound emotional connection that led to loyalty. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 71

Customer Service Survey Tips Retail 71

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

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). It’s about leading the way in customer satisfaction, loyalty, and business success.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Lumoa

JANUARY 31, 2023

Knowing your retention rate will help you to understand the loyalty of your customers and help you to understand why your customers are staying or leaving. CLV measures the financial value of one customer and has a strong bond to retention and loyalty. Organize workshops, coaching, and training within the company.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. We thank you all for your loyalty over these 25 years that we have been in business—we will work hard to not disappoint you again. Sincerely, John Doe. President and CEO.

Examples 223

Examples Customer Service Representative Customers Customer Service 223

ShepHyken

APRIL 6, 2025

The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn or enhance brand loyalty. The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn, or enhance brand loyalty. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Self Service Trends B2C 75

InteractionMetrics

NOVEMBER 21, 2024

” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service. Workshops are a powerful way to align employees on best practices, hone their skills, and practice scenarios they’ll encounter. “I’m glad we could work together to get this resolved.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

CloudCherry

JULY 23, 2019

You’ve completed an energizing workshop and designed a powerful journey map visual. It feels inspiring to pull together your first customer journey workshop and design your journey map, doesn’t it? And that will enhance customer trust, loyalty, and happiness. You can follow their lead. What’s next?

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

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. Are Your CX Metrics Hurting Your Customer Experience?

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 75

Customer Service Self Service Connections Social Media 75

ShepHyken

FEBRUARY 3, 2025

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. Here are seven signs your loyalty program may need a redesign. Here are seven signs your loyalty program may need a redesign.

Customer Service 75

Customer Service Loyalty Programs Government Metrics 75