ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Here are four trends tied to the overall experience.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

ShepHyken

MARCH 25, 2024

However, the number of customers who are “harder” on employees seems to be increasing post-pandemic. It’s one thing to expect better service. In addition to the findings, there are also suggestions on how to manage the increased expectations. My Comment: Here is an excellent and robust article on loyalty programs.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

MAY 13, 2024

The voice of the customer was more contained—people trusted brands, were accepting of generic attention, valued price, and were more forgiving. There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. What Is Churn Rate?

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

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

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. Product quality is important – and so is the customer service and experience that goes along with it! Here are my top five picks from last week.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59