ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article emphasizes that customers may not be so quick to want to use an automated or digital system. What Kind of CX Do Customers Really Want?

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The first trend that caught my eye had to do with paid loyalty programs. My Comment: What makes some companies and brands great?

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Brian Solis has a compelling article about this very topic. One of the main points is that customer service is becoming the face of a brand.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Absolutely!

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. “I My Comment: This is a great article. The article is short and to the point. Some loyalty programs are actually marketing programs.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). My Comment: I’m a big fan of loyalty programs.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. But in 2023, these six retailers and brands set new standards of what loyalty can be. For many B2B companies, this article is spot on.

Customer Service 60

Customer Service B2B Loyalty B2C 60

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article delivers the answer and much more. The exchange is straightforward: customers get benefits; the brand gets loyal customers.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. I love his articles. Here are my top five picks from last week.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 72

Loyalty Programs Loyalty Omni-Channel Brands 72

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. 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 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.

Customer Service 137

Customer Service Rewards Programs B2B Loyalty Programs 137

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I love customer service statistics , and this short article has several. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read through the article, you will eventually come to a bold subtitle: Employee experience drives revenue. Read the article!

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ProProfs Chat

MAY 31, 2019

The primary purpose of a customer loyalty program is to leverage the current customers into promoting the brand and retaining new customers. The question arises as to what approach should a business take to cultivate brand loyalty among its customers. Why Build a Customer Loyalty Program.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score How To 66

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This really isn’t an article. My Comment: Our first entry into this week’s Top Five wasn’t really an article but a white paper.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. Step #1: Design Your Program. Step #3: Understand Your Customer Data.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This is a “how to get started” type of article. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important? The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. Why does consistency matter?

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journeys 122

Customer Journeys Brands Sales Contact Center 122

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program.

Loyalty Programs 49

Loyalty Programs Loyalty Omni-Channel Brands 49

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Your Business Development managers may not have considered the bigger picture of success: brand integrity.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: The point of this article is simple.

Customer Service 93

Customer Service Loyalty Programs Loyalty Rewards Programs 93

Strativity

MAY 25, 2023

This article was originally published by QSR ( PDF ) on May 25, 2023. As delivery apps grow in popularity, they will remain a go-between for the customer and the brand, leading to margin erosion for restaurants. To combat this, brands must de-emphasize reliance on these providers and take back their customer relationships.

Brands 52

Brands Loyalty Programs e-support Rewards Programs 52

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here’s a great article on creating a knowledgebase for your customers. Here is an excellent article with a dozen tips.

Customer Service 99

Customer Service Self Service Knowledge Base Guidelines 99

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. I love that this article kicks off with that statistic.

Customer Service 69

Customer Service Hospitality e-support eBook 69

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #3: Communicate the brand purpose.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79