ShepHyken

NOVEMBER 27, 2017

Zappos for Good Bolsters Company Culture and Customer Experience by Jim Tierney. Loyalty 360) Loyalty360 talked to Steven Bautista, the head of charity at Zappos, to find out more about Zappos for Good. My Comment: I’ve always believed that “giving back” is part of a customer service and CX strategy.

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ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

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ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. My Comment: Loyalty programs can be powerful.

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Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

OCTOBER 11, 2021

It’s important to note that these loyalty programs aren’t making customers loyal, but they are making them come back. While loyalty and repeat business may not be exactly the same, nobody should complain when your marketing efforts get customers to come back again and again. It’s baked into the culture.

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ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. It is part of the culture.

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ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.”

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Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

APRIL 6, 2020

(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs. The other is more of a marketing program that rewards customers for coming back.

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ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” And, there’s the strategy of customer loyalty programs.

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ShepHyken

JUNE 20, 2016

The big take away is the level beyond customer loyalty, which is desire. The concept of desire is loyalty on steroids. The Definitive Guide to Creating a Successful Loyalty Program by Timi Garai. Antova) Have you thought of running a loyalty program for your online store? Great article!

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ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

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Customer Service Loyalty Programs Social Media Culture 13

ShepHyken

OCTOBER 10, 2022

The Secret to Building Brand Devotion is Not a Loyalty Program. Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. My Comment: I’ve always preached that there is a difference between a repeat customer and a loyal customer.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

ShepHyken

NOVEMBER 13, 2017

Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement.

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Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

JULY 5, 2021

This article from customer service expert Jeff Toister provides seven ways leaders can become role models on how their employees should act toward each other and their customers. How to design and run a customer loyalty program for small businesses by Raúl Galera. Read on to learn more. That’s marketing.

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Customer Service Loyalty Programs Hotels Infographics 149

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic.

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ShepHyken

FEBRUARY 5, 2023

Why Customer Loyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.

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Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

FEBRUARY 5, 2023

Why Customer Loyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62