ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP! 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Smartphones are the Secret Weapon by Ken Kunz.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JANUARY 9, 2017

The best companies know what data helps them get the answers and info they need to help their customers. Building Long Term Customer Loyalty in Disposable Times by Deborah Shane. My Comment: Loyalty is about long term relationships. It starts with getting the customer to come back next time.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

FEBRUARY 20, 2017

7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status!

Customer Service 84

Customer Service Contact Center Loyalty Customer Success 84

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. If you don’t subscribe to his blog, you should.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

AUGUST 28, 2017

.” I don’t think you’ll find any surprises in the companies representing the bottom of the customer service world, however you may be surprised at a few of the Hall of Famers. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai. Well deserved, I might add!).

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

JUNE 5, 2017

This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. He is one of the true CX experts. For information contact or www.hyken.com.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

MARCH 27, 2017

The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. 5 New Rules To Winning The Customer Loyalty In The Digital Age by Shama Hyder. Forbes) Traditionally, the approach to creating customer loyalty has had a particular formula and countenance.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. Instead of being transaction-focused, your strategy must be customer-focused. 3 Ways to Foster Loyalty.

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Technology NPS Benchmarks by CustomerGauge.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 6, 2017

This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . It is the “warm feeling” that the customer has when they do business with you. That is “warmth.”

Customer Service 48

Customer Service Social Media Loyalty Tips 48

Verint

MAY 1, 2017

CX Sydney 2017. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

ShepHyken

JANUARY 30, 2017

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

ijgolding

MAY 2, 2017

However, the United ‘story’ did not end once they reached a settlement with David Dao – the unfortunate United ‘customer’ who was dragged from the aircraft in April. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. on March 2, 2017.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. So, how do you stand out?

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Customer Experience Champions Should Champion Call Center Employees. Revolutionary Thinking on Customer Loyalty. 13 November 2017.

Call Center 111

Call Center Contact Center Training Study 111

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. This, according to the article, can put a company that’s not customer focused in a “fragile” position.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. So, how do you stand out?

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 37

Customer Service Self Service Case Study Competitive Advantage 37

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 23

Social Media Customer Service Retail Loyalty 23

ShepHyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. Well, that’s a good question. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Chatbots Retail B2C 82

Verint

DECEMBER 14, 2016

Over the years, one question has become an integral part of my process of closing out one year and beginning a new one: What will the brand’s promise and purpose be in 2017? Is there room for improvement?

Brands 31

Brands Customer Experience Customer Focused Customer Satisfaction 31

ShepHyken

OCTOBER 17, 2016

While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw. My Comment: Creating customer loyalty doesn’t have to be complicated.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

DECEMBER 26, 2016

5 ways to build customer loyalty by Laura Loughran. IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. For information contact or www.hyken.com.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Verint

JANUARY 23, 2017

Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Customer Experience 20

Customer Experience Contact Center Customers Meeting 20

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

Verint

FEBRUARY 21, 2017

What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Milestones are important reminders. Perhaps more importantly, what should we as CX professionals consider about the brand?

Brands 24

Brands Customer Experience Customer Focused Customer Satisfaction 24

Innovative CX

SEPTEMBER 5, 2019

Finally, a Pew research study states, “As of 2017 – the most recent year for which data are available – 56 million Millennials (those ages 21 to 36 in 2017) were working or looking for work. We used to say happy employees equal happy customers. Just saying you’re a customer-focused organization, isn’t enough.

Culture 56

Culture Strategy Examples Engagement 56

Blake Morgan

MARCH 13, 2023

Her innovation and customer focus helped Celebrity Cruises survive the pandemic and maintain its spot as one of the customer-favorite cruise lines in the world. The changing telecom industry isn’t typically known for a strong customer focus, but Kate is changing that by creating a culture that obsesses over customers.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

NOVEMBER 13, 2017

(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. One of the ways of achieving this is by adopting a customer-centric organizational culture.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

VDS

SEPTEMBER 17, 2020

A survey by Gartner, Inc showed 25% of customer service and support operations will integrate virtual custom assistant or chatbot technology by 2020, up from less than 2% in 2017. Your customers want issues resolved with as little effort as possible. Intelligent Virtual Agents can help you meet that expectation.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52