ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they? Anytimed by Seth Godin.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

MARCH 14, 2022

The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire. MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

TechSee

JUNE 16, 2022

He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees.

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Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JANUARY 31, 2022

Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

JUNE 6, 2022

The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I’m always careful when using the term “loyalty program.”

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JANUARY 10, 2022

He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

SEPTEMBER 26, 2022

All customers deserve to be treated with respect and dignity. How Amazon, Costco, Home Depot and Intuit Build Customer Loyalty by Prasad Sangameshwaran. (ET ET BrandEquity) Fred Reichheld is a Bain Fellow and founder of the consulting giant Bain and Company’s loyalty practice. This list is a great place to start.

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. State of Consumer Behavior 2022 by Raydiant.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. ACSI: Customer Satisfaction Decline Continues — Here’s a Big Reason by Marianne Wilson.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

ShepHyken

OCTOBER 24, 2022

Depending on the course, it’s not just for the frontline or the people designing a user/customer experience. Some training courses are designed for all employees. That’s been my philosophy as we designed our popular customer service training programs. Follow on Twitter: @Hyken.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty?

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

DECEMBER 13, 2021

What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. Here’s how I see social media shaping up in 2022, along with what strategies marketers should develop for a complete customer experience. Respond to customers faster.

Customer Service 78

Customer Service Social Media Call Center Retail 78

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

Stella Connect

JANUARY 28, 2022

If there’s one thing we’ve learned from asking consumers what factors matter the most when influencing their purchasing decisions and brand loyalties as part of our Customer Service Trends for 2022 report , it’s that the power of customer service is real.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

AUGUST 24, 2022

They fuel the customer’s experience. Our 2022 customer service research (sponsored by Amazon Web Services) found that 83% of customers trusted a company or brand more if it provided an excellent customer service experience. These three must-dos are the basics. How important is that experience?

Customer Service Training 131

Customer Service Training Customers Customer Service Customer Experience 131

Stella Connect

DECEMBER 15, 2021

It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Get a sneak peek of the insights below to find out the top customer support trends every business needs to know for the new year and beyond. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

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. Navigating all of this requires a good plan.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

NOVEMBER 7, 2022

I’ll add a fifth, and that’s customer experience. Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works. That’s PR and marketing. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. Consumers Embracing Premium Loyalty Programs by Retail Customer Experience. If you have a loyalty program, you’ll want to read these stats.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

Stella Connect

NOVEMBER 29, 2021

According to our survey, about half of customers who have a negative interaction will tell their friends and family to stop buying from the brand and more than half (about 60%) will stop buying from the brand. . Brands that leverage real-time VoC data can improve the customer experience by: Driving product innovations.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

Customer Service 73

Customer Service Tips Fashion Call Center 73

ShepHyken

SEPTEMBER 12, 2022

Finally, if you want loyalty, create an emotional connection. Customer Brand Preference and Decisions: Gallup’s 70/30 Principle by Ryan Pendell. As mentioned in the fourth article in this roundup, creating an emotional connection fosters repeat business and loyalty. Number one is about setting and exceeding expectations.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. However, when done right, it can be an effective communication tool to gain new clients and customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

ShepHyken

FEBRUARY 7, 2022

9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

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. by Andrew Reid.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Bassett says those interactions are loyalty tests. 9 Commandments Of Client Service by Eric Gilbertsen.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ShepHyken

AUGUST 15, 2022

Post-Purchase Marketing Strategy: 8 Tips on How to Stay in Touch With Customers And Boost CX by Jenna Bunnell. RIS News) How do you make the most of post-purchase marketing, helping to retain customers and create a sense of loyalty to your brand? Top Customer Survey Questions for Valuable Feedback by The InMoment Team.

Customer Service 13

Customer Service Survey Feedback Tips 13

ShepHyken

OCTOBER 3, 2022

How to Create Authentic Relationships and Build Customer Trust by Matt Bertram. Entrepreneur Media) Brand equity, loyalty or affinity are really just terms used interchangeably to describe trust. While all brands strive to build trust with their customers, trust is earned and not given. Technology is driving this trend.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13