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. Loyalty and self-service round out the four.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. So, let’s start with a Fast Company that has three tips.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. Absolutely!

Customer Service 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

ShepHyken

FEBRUARY 4, 2024

Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 trillion annually, according to new research by the experience management company Qualtrics. In short, if you provide bad service, be prepared to lose sales/money.

Customer Service 62

Customer Service B2B Loyalty B2C 62

ShepHyken

FEBRUARY 1, 2021

(Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. My Comment: I always enjoy articles that teach lessons from iconic companies, and in this case the company is FedEx. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 141

Customer Service Rewards Programs B2B Loyalty Programs 141

ShepHyken

OCTOBER 25, 2021

(No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. My Comment: How do customers prefer to reach out to you for help and support? Many companies are trying to move the initial contact to chatbots. Next Generation Loyalty – Part One by Braden Kelley.

Customer Service 147

Customer Service Loyalty Programs Chatbots Loyalty 147

ShepHyken

SEPTEMBER 10, 2023

My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. must practice.

Customer Service 81

Customer Service Loyalty Programs Retail Loyalty 81