ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

JANUARY 28, 2024

2024 Unveiled: Top 7 Customer Experience Trends Shaping the Future by Anwesha Roy (TechFunnel) Business leaders recognize the critical role of customer experience; in fact, 96% concur, according to research, that outstanding experiences improve brand loyalty. The numbers make the case. CX doesn’t cost.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

JANUARY 1, 2024

These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. My Comment: If you’re not familiar with the concept of the Zero Customer , you should be. Customers are expecting a better CX than in the past.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience. Gen Zers are much less likely to trust organizations than Baby Boomers. Connect with Shep on LinkedIn.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience. Gen Zers are much less likely to trust organizations than Baby Boomers. Connect with Shep on LinkedIn.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

FEBRUARY 27, 2024

I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms. There are some rockstar brands that are so good that customers are compelled to share their experience in a survey, be it long or short. Connect with Shep on LinkedIn.

Survey 88

Survey Customer Satisfaction Customer Service Training Customers 88

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? A fitness expert touting a new athleisure brand? My Comment: Influencer Marketing is part of the customer experience. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Government B2B B2C 77

ShepHyken

MARCH 31, 2024

My Comment: Influencer Marketing is part of the customer experience. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 82

Customer Service Government B2B B2C 82

ShepHyken

MARCH 10, 2024

Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council (Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. Is Customer Empowerment the New Customer Engagement?

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

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. In addition, you’ll get six more strategies and tactics to create your customer and employee experience plan. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

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. What an honor.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

NOVEMBER 6, 2023

This excellent article includes commentary from some customer service and CX experts (myself included) and reinforces that this tool, while a good option, sometimes has room to improve. How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

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