ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. Here are my top five picks from last week.

Customer Service 62

Customer Service Retail Ecommerce Trends 62

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Published on: February 20, 2019. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

ShepHyken

MARCH 3, 2019

(Tru Rating) We caught-up with Shep shortly after the publication of his latest book The Convenience Revolution , to find out why making life easy for the customer, is where businesses really need to be paying attention in 2019. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 95

Customer Service Omni-Channel Customer Retention Case Study 95

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Survey Case Study Training 112

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. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. A customer just looking to pick up a carton of milk sees the layout as inconvenient.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

JUNE 17, 2019

If you get a positive comment from a customer, is there a way to have every customer experience that – ever y time? Why Giving Back Increases Brand Loyalty by Nikki Carlson. Forbes) Appeal to more customers, encourage lifelong brand loyalty and do a little good with a smart corporate giving program.

Customer Service 110

Customer Service Call Center Feedback Culture 110

ShepHyken

MARCH 11, 2019

Keep the Customer Satisfied: 4 Tried and True Service Guidelines by Susan Steinbrecher. An outstanding product or service is not enough to attract — and maintain loyalty. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

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.”

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

NOVEMBER 4, 2019

This article and infographic are a quick look at the power – and challenges – to creating the personalized experience that our customers are looking for. Take Your Personalized Marketing One Step Further To Increase Customer Loyalty: 13 Expert Tips by Forbes Communications Council. Follow on Twitter: @Hyken.

Infographics 84

Infographics Customer Service Social Media Tips 84

ShepHyken

FEBRUARY 11, 2019

When it comes to conversation, I like using AI for pushing information to the customer (such as when your order ships, where it is, etc.). 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. A great reminder that the best customer-focused companies recognize that it starts inside with a focus on employees.

Net Promoter Score 58

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 58

ShepHyken

DECEMBER 16, 2019

Visibility, Credibility, Loyalty: The Benefits of Online Reviews by Robert Morrissey. So, businesses should consider having new reviews coming in if they are to influence possible customers. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. It’s time to build some bridges. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. Customer-first: Lessons From Small Town Shop by Natalya Bucuy.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Or, is it the experience?

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

DECEMBER 24, 2018

Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.

e-support 90

e-support Customer Service Loyalty Data 90

ShepHyken

DECEMBER 17, 2018

(Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. My Comment: As we head into 2019 I’m reminded of the many predictions that said that CX would be the most important focus of brands for the upcoming year.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 2, 2019

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. Blue Ocean) As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. In this article, you will find the best customer service kudos of 2019 (so far!)

Customer Service 20

Customer Service Infographics Culture Retail 20

ShepHyken

APRIL 29, 2019

Customer Loyalty! ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Are you putting Customer Experience theory into practice? Here are my top five picks from last week. by Chad Storlie.

Loyalty Programs 18

Loyalty Programs Customer Service Abandon Rate Loyalty 18

ShepHyken

SEPTEMBER 30, 2019

GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. NPS, CES, CSAT: Which One is the Best Metric?

Customer Service 17

Customer Service Contact Center eBook NPS 17

ShepHyken

OCTOBER 14, 2019

Dan Gingiss shares the Six Customer Service Tenets that Amazon posts in its offices and shares some commentary about each one. Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Lose It!)

Customer Service 19

Customer Service Customer Centricity Customer Service Training Customers 19

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MARCH 5, 2023

My Comment: Do you want to increase your Customer Lifetime Value? Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. My Comment: It’s simple… Customers want a better experience. That means agents know the customer’s recent purchases, when and why they have called in the past, and more.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13