ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. My Comment: Almost any business can benefit from reviews.

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

JULY 17, 2023

Why and How ChatGPT Will Drive a Better Customer Experience by Judy Mottl (Retail Customer Experience) While it’s just the midpoint of 2023, it’s pretty safe to predict this is the year ChatGPT arrived for the consumer given torrential mainstream news coverage. And that’s why you should read this article.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

ShepHyken

MAY 15, 2023

4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences. Here are four ways brands can create more meaningful connections with their customers.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

JUNE 11, 2023

CX results in more customers who spend more, stay longer and refer others. My Comment: Even if you’re in the B2B world, your customers are going to compare you to the best service they have had from any company or brand. Companies like Chic-fil-a and Amazon have taught customers what a great experience looks like.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. Customer retention can also help build your brand and reputation.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level. Follow on Twitter: @Hyken.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My Comment: I’m often asked how to deliver customer service in challenging times.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

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

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

JANUARY 16, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 15

Customer Service Customer Satisfaction Trends Loyalty 15

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JANUARY 30, 2023

The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally. But as global recession looms, 2023 will bring continued uncertainty. Think of it as more of a marathon than a sprint.

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

APRIL 16, 2023

A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities. My Comment: Localism is not a new strategy, but it’s an important one that impacts the customer’s experience.

Customer Service 9

Customer Service Tips Loyalty Employee Experience 9

ShepHyken

APRIL 24, 2023

The Power of Authentic Branding: Connecting with Customers on a Deeper Level by Syed Balkhi (CustomerThink) In today’s competitive marketplace, it is more important than ever to establish a connection with customers. My Comment: If we want our customers to keep coming back, we must do more than have a good sale.

Customer Service 12

Customer Service Loyalty Programs Tips Loyalty 12

ShepHyken

AUGUST 21, 2023

What Rockets a Brand Into Cult Following Status? Some brands, products and people reach a level of fandom others only dream of. My Comment: This is a very interesting article about the brands that have created cult-like status. The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

MAY 8, 2023

In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

ShepHyken

MARCH 13, 2023

Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl (Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base. What Is a Contact Center?

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

ShepHyken

MARCH 27, 2023

Consumers Less Trusting Compared to 2022 by Retail Customer Experience (Retail Customer Experience) Consumers have 10% less trust in brands than they did in 2022 and nearly half of consumers are interested in sharing first-party data for a more personalized customer experience. Follow on Twitter: @Hyken

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

OCTOBER 16, 2023

Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed (Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. So, it is surprising that retailers are starting to “dissuade returns” and put customer loyalty at risk. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

JUNE 5, 2023

Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. This article goes straight to the idea that is perfectly said in the title: Customer support is an investment, not an expense. Connect with Shep on LinkedIn.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

APRIL 10, 2023

This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience. Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

NOVEMBER 7, 2022

My Comment: People like doing business with companies and brands that they know, like, and trust. Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

NOVEMBER 19, 2023

5 Ways to Track Customer Satisfaction by Foundever (Foundever) Satisfied customers are more likely to remain loyal to a brand, to recommend its goods and services to friends and family and are more likely to show forgiveness after a single disappointing customer experience. This article includes seven ideas.

Customer Service 59

Customer Service Chatbots Trends Customer Satisfaction 59