ShepHyken

JUNE 14, 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. As the author of this article calls it, there is a customer service gap, a disconnect. Forget Brand Loyalty. Go for brand intimacy.

Customer Service 96

Customer Service Retail Loyalty Study 96

ShepHyken

MARCH 21, 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. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. Edelman and Mark Abraham.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

DECEMBER 20, 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. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. We knew that!)

Customer Service 71

Customer Service Hospitality Contact Center Loyalty 71

ShepHyken

NOVEMBER 1, 2020

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: Just after Halloween, this is the perfect article. My Comment: I really liked this article.

Customer Service 106

Customer Service Self Service Tips Guidelines 106

ShepHyken

MAY 6, 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. 7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. Here are my top five picks from last week.

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Magazine, Forbes, U.S. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

OCTOBER 26, 2020

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: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization.

Customer Service 90

Customer Service Contact Center Customer Centricity B2B 90

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

CSM Magazine

JUNE 16, 2023

When it comes to the reasons people choose, and in many cases show great loyalty to a company, they are myriad. Loyalty is an important buzz word for companies looking to ensure their revenue streams and expand their offerings, so nurturing that is a priority.

Consumers 52

Consumers Customer Service Customer Service Representative Customer Retention 52

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Plus, the rewards points should be available to consumers in a timely manner.

Loyalty 59

Loyalty How To Banking Airlines 59

CSM Magazine

MAY 27, 2024

So much so, that 80% of consumers believe that color increases brand perception during the customer experience. In this article, we’ll delve into the science of color psychology and examine how it can be leveraged to enhance customer service.

Customer Service 52

Customer Service Exceptional Customer Service Brands Customers 52

CSM Magazine

MAY 10, 2024

Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Financial 52

Financial Customer Expectations Strategy Banking 52

CSM Magazine

SEPTEMBER 8, 2023

Traditional marketing tools and retention tactics that might have worked a decade ago are now outdated in the eyes of the savvy digital consumer. In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

CSM Magazine

JULY 10, 2023

Conversations with consumers are more than simply a way to fix problems; they’re a chance to connect with potential brand advocates. A well-written, responsive, and personalized customer service email can leave a lasting impression and cultivate customer loyalty.

Loyalty 52

Loyalty Tips Customer Service Self Service 52

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Consumer Onboarding Experience . Plan for collecting and acting on consumer feedback. .

Customer Experience 71

Customer Experience Net Promoter Score Self Service B2B 71

ECXO

FEBRUARY 26, 2024

And this led me to write this article. In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. This personalization can make customers feel valued and understood, leading to increased customer loyalty and repeat business.

Sales 112

Sales Customers Social Media Examples 112

ReviewTrackers

SEPTEMBER 23, 2021

Which consumer habits have changed. Easy access to a smartphone or laptop makes it even more likely for consumers to place an order online instead of calling the restaurant or making a face-to-face order. A 2017 survey from Statista showed 34 percent of consumers who were willing to order online spent up to $50 per order.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

CSM Magazine

FEBRUARY 22, 2024

It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. In fact, a study published in the Journal of Business Research found that emphatic behavior of employees during service interactions increases service brand satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Feedback Customer Centricity 52

CSM Magazine

AUGUST 4, 2022

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands. Generational differences and channel preferences persist in this most recent report. Generational Differences in Shopping Preferences.

Consumers 59

Consumers Retail Customer Satisfaction Advertising 59

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Loyalty 52

Loyalty Brands Self Service e-support 52

CSM Magazine

MAY 3, 2021

Studies have found that more than 90% of consumers are more likely to buy from an authentic brand than a potentially dishonest one. It only takes one bad experience to put a consumer off a brand for life. So, quality control is a must in ecommerce if you want to generate customer loyalty. Start a Loyalty Program.

Ecommerce 52

Ecommerce Loyalty Tips Loyalty Programs 52

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article shows how customer experience and marketing can tie into a game. Then read this article. Customer Loyalty: Obligation or Happy Marriage?

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

SEPTEMBER 12, 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. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

CSM Magazine

AUGUST 14, 2020

In the regular world, obtaining customer loyalty is an important goal for any business to achieve. There’s been an understandable drop in disposable income, so consumers are significantly less willing to spend money. For us, it results in more loyalty and trust. But the world we are living in is far from regular.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

CSM Magazine

OCTOBER 12, 2022

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021.

Consumers 52

Consumers Social Media Training Analytics 52

ShepHyken

APRIL 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: There is much I enjoyed with his article, but let’s start with the first paragraph. Here are my top five picks from last week.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

CSM Magazine

AUGUST 21, 2020

As consumers continue to take their business online, content marketing has never been more important. Successful content marketing engages consumers, enticing them to read or watch more. As more consumers than ever turn to the internet for their goods and services, the focus of brands must reflect this if they hope to compete.

Connections 52

Connections Consumers Marketing Advertising 52

ShepHyken

JULY 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. Our first article of this week’s Top Five roundup address that very issue. Here are my top five picks from last week. Quite a bit.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

ShepHyken

MAY 8, 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. This article shares some ideas on what companies do to ensure a better experience and save/repair damaged relationships.

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

ShepHyken

SEPTEMBER 6, 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. My Comment: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Second to None

AUGUST 30, 2018

The following article is a guest submission written by Ryan Gould. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Customer loyalty is a term that’s thrown around a lot, but what about employee loyalty? There is good news, though.

Social Media 94

Social Media Loyalty Advertising Feedback 94

CSM Magazine

JUNE 19, 2019

Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand. Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Fast forward to today.

Loyalty 69

Loyalty Customer Service Effort Score Social Media 69

CSM Magazine

SEPTEMBER 4, 2019

The only way to make this happen is to continuously convert prospects into customers or secure the loyalty of existing customers that repeatedly avail the business’ products or services. Nine times out of ten, they will choose to direct their marketing efforts into preserving their present consumer base.

Loyalty 55

Loyalty Loyalty Programs Social Media Advertising 55

ShepHyken

MARCH 5, 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 seldom use articles that feature my comments as Top Five article. They are usually included at the end as a bonus article.)

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

CSM Magazine

JULY 21, 2021

With brands facing increasing competition for the attention of consumers, providing the best possible customer service has never been more important. Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them. Boosting the customer experience.

Multi-Channel 59

Multi-Channel Customer Service Telecommunications Chatbots 59

ShepHyken

NOVEMBER 7, 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. That’s what this article is all about. 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

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. In this article, we will look at the significance of metrics and KPIs in customer service.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Tools 52