ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Lumoa

FEBRUARY 2, 2023

In This Article: What is Customer Experience and Why Is it Important? That’s where they’ll communicate with you via social media and email. Implement a Loyalty Program Loyalty programs are all the rage right now. Your loyalty program can create a positive customer experience.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. 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. It makes the experience fun, engaging, and, most importantly, rewarding.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

CSM Magazine

MAY 24, 2021

With the pandemic remaining widespread, business owners are now asking the question—how to maintain strong customer engagement during COVID-19? Reinventing Customer Engagement. Customer engagement is the process of strengthening your emotional connection with your customers. Improve Your Loyalty Program.

Customer Engagement 52

Customer Engagement Engagement Social Media How To 52

Happy or Not

FEBRUARY 26, 2024

Building genuine customer loyalty that keeps customers engaged and supports your marketing efforts is about the emotional connection that encourages customers to return repeatedly. Infuse your space with unique decor that ignites curiosity and becomes the backdrop for countless social media shares.

Loyalty 36

Loyalty Industry Loyalty Programs Social Media 36

GetFeedback

MAY 5, 2019

An important part of delightful customer service is the support proactivity and talent to engage customers in no time. Some other fast ways of getting in touch with customers when you want to hear from them are social media pages and messaging apps, but make sure to do it moderately. Offer some awesome customer loyalty programs.

Sales 277

Sales Loyalty Programs Social Media Policies 277

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. One way to align these two things is by providing omnichannel engagement or employing a contact center CRM. . What is omnichannel engagement? .

Customer Journeys 124

Customer Journeys Brands Sales Contact Center 124

CSM Magazine

FEBRUARY 29, 2024

Tailor communications: Customize your email, social media, and other communications based on the customer’s previous interactions with your brand. Implement loyalty programs: Use loyalty programs to gather more data on customer preferences and to reward customers for their repeat business.

Omni-Channel 52

Omni-Channel Connections Loyalty Programs Chatbots 52

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Nearly every month, it is the most-read article in our blog.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. Build Engagement and Establish Relationships with Valuable Content. Create Loyalty Programs with Enticing Rewards. All they do is offer small discounts for loyal customers.

Loyalty Programs 107

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 107

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

SurveySensum

JUNE 29, 2023

And by personalizing experiences based on individual preferences, demographics, and behavior, you can enhance customer satisfaction, loyalty, and overall engagement. Here’s another example of Spotify that creates personalized playlists and recommendations based on user preferences, enhancing satisfaction and engagement.

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

ShepHyken

MAY 22, 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. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

Magellan Solutions

MAY 10, 2021

Uploading articles to your blog. Social Media Management. Many potential customers are going to notice and engage through social media. Have someone experienced to handle: Creating content to share on your social media accounts. Engaging with your followers. Content creation is not easy.

Social Media 52

Social Media Advertising Loyalty Programs Travel 52

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Customers first use rational considerations such as price, promotions, and loyalty programs to consider if a product is right for them.

Study 170

Study Loyalty Connections Loyalty Programs 170

CSM Magazine

OCTOBER 25, 2023

Comprehensive training is essential for effective customer engagement. Some of the key components that all good training programs should cover are: Product Knowledge The first thing to ensure is that all staff are well-versed in the intricacies of the products they sell. One thing you are unlikely to do is buy!

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

Magellan Solutions

FEBRUARY 11, 2021

Uploading articles to your blog. Social Media Management. Many potential customers are going to notice and engage through social media. Have someone experienced to handle: Creating content to share on your social media accounts. Engaging with your followers. Content creation is not easy.

Social Media 52

Social Media Hospitality Loyalty Programs Travel 52

CSM Magazine

MARCH 14, 2022

For example, you find out which channels your customers engage with the most, what they might purchase, and more. in this article, we will look at some great examples that include successful customer-centric companies. Starbucks has increased efficiency without sacrificing product quality with its loyalty program.

Customer Centricity 98

Customer Centricity Examples Company Loyalty Programs 98

ECXO

MARCH 24, 2024

Companies had already understood for a while now how important is personalization in the Customer Journey but the amount of manual work and engagement it used to take, made many organizations leave it a bit aside. It can process information about a customer’s past purchases, browsing history, and even social media activity.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

CSM Magazine

NOVEMBER 27, 2020

You won’t need to go quite so far, but look at how they structure their articles and build everything around what the readers want. Engage with customers through social media. Though it can be quite dreadful, social media is inarguably exceptional for shaping communities when handled delicately.

Customer Service 59

Customer Service Handbook Social Media How To 59

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. Analyze customer feedback from various sources such as surveys, social media comments, and customer service interactions.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. Analyze customer feedback from various sources such as surveys, social media comments, and customer service interactions.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Experience Investigators by 360Connext

JULY 13, 2015

Marketing, advertising, social media, and even the way we incentivize our employees are all focused on getting those new customers to walk in the door. Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. Photo credits: GetAmbITion and HobbiesOnABudget.

Customer Journeys 110

Customer Journeys Social Media Travel Loyalty Programs 110

SurveySparrow

SEPTEMBER 27, 2023

Think about the last time you made an online purchase, posted on social media, or even used your smartphone to navigate through traffic. Entertainment and Content Recommendations: Streaming platforms and music services leverage big data for content recommendations, keeping users engaged.

Data 52

Data Customer Experience Loyalty Programs Social Media 52

CSM Magazine

SEPTEMBER 4, 2019

The costs associated with acquiring new customers is higher because there is significant resource and effort placed into making the prospect aware of the product, getting them to engage with your business, and then finally turning them into actual customers that generates sales. Establish a VIP membership program.

Loyalty 55

Loyalty Loyalty Programs Social Media Advertising 55

CX University

NOVEMBER 21, 2020

Customer experience is most commonly misunderstood as customer service which refers to the types of assistance, advice, and levels of engagement customers endure before, during, and after a sales transaction. This article is written by guest author, Chaman Maharaj. CHAMAN MAHARAJ Founder and Director www.beinghuman.cx.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

NetBase

MAY 26, 2020

But with the introduction of Facebook Shops, the social media giant is quickly getting its name in the conversation. Only Walmart’s surging first quarter online sales beat it out in terms of article volume. Loyalty programs/schemes are also being tested for use. In the U.S.,

Ecommerce 97

Ecommerce Social Media Retail e-support 97

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken, Adam Toporek and others (including me). You can read the original article here.

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

C3Centricity

AUGUST 26, 2019

A recent article on Business2Community by Owen Ray said that. ” If you want to understand more on the topic of cookies I highly recommend this two-part article. ” If you want to understand more on the topic of cookies I highly recommend this two-part article. “ The tracking cookie is crumbling.

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

CSM Magazine

MAY 3, 2021

However, studies have shown that engaged customers are likely to spend more than 50% more than new customers on each purchase. The more you engage with your customers, the more loyal they will become. Instead, share useful and informative content on social media channels. Start a Loyalty Program.

Ecommerce 52

Ecommerce Loyalty Tips Loyalty Programs 52

Lumoa

JANUARY 19, 2023

In This Article: Preliminary Steps 1. Also, their understanding and engagement in the company’s customer experience strategy is vital to its success. Those who are less familiar with data analysis can benefit from this by making the data more accessible and engaging. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Retently

OCTOBER 1, 2018

The easiest way to identify a customer touch point is to focus on the 5 general stages a customer might go through when engaging with your brand, and all the interactions associated with each stage: Brand Awareness – This is when the lead knows about your brand but has no interest in spending money on it.

Customer Journeys 107

Customer Journeys Touchpoint Social Media How To 107

Currency Alliance

DECEMBER 15, 2017

Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch. The two types of loyalty. Perhaps it’s a fair question to ask.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40