ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. 2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience.

Customer Service 80

Customer Service Government Employee Experience Video 80

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. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

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

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

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. Overall, the report is optimistic.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

FEBRUARY 12, 2024

My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024). They asked Dan Gingiss to share some of his customer experience wisdom. Both assume that their loyalty is a privilege and an earned reward, respectively.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

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

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

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

NOVEMBER 19, 2023

And then, there are other clues, such as how many tickets or requests for service/help, how long it takes to respond to a customer, and more. This short article will get you thinking about the clues indicating your customer support and CX efforts are working. That can turn into more business – even customer loyalty.

Customer Service 59

Customer Service Chatbots Trends Customer Satisfaction 59