ShepHyken

FEBRUARY 4, 2024

There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer. But in 2023, these six retailers and brands set new standards of what loyalty can be. When done well, they foster repeat business.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Next Generation Loyalty – Part One by Braden Kelley. billion market of 2018.

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

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

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service B2B B2C Retail 62

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. You can read more about Karen at the end of her post.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back. How to Make Loyalty a New Business Line for your Brand? And here’s another term to consider: generative loyalty.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. Follow on Twitter: @Hyken.

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Follow on Twitter: @Hyken.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

ShepHyken

APRIL 18, 2023

It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level. That is what Amazon has mastered, and it’s something you and your organization can do, too!

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Customer Service 96

Customer Service Contact Center Retail B2C 96

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. CX is for retail brands, as in B2C. A quick read with some important reminders.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

NOVEMBER 30, 2020

My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. 5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…) by Michael Hinshaw. Here’s how a B2B construction equipment made the move.

Customer Service 84

Customer Service Ecommerce B2C B2B 84

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Some training courses are designed for all employees.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. And we asked some experts to share their best tips on how to gain customer loyalty.

Customer Service 84

Customer Service Chatbots Retail B2C 84

ShepHyken

MAY 23, 2018

And, what happens when a customer doesn’t receive the customer service they expect? The NewVoiceMedia reports that “Brands are failing to create the positive, emotional experiences that drive customer loyalty.” That failure results in 67% of customers becoming what they call “serial switchers.” They switch!

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.” by Wayne Simmons.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. My Comment: There are review sites for virtually any industry – B2B and B2C.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

JANUARY 13, 2020

There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. It’s not rocket science, but it doesn’t have to be.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

Blake Morgan

JANUARY 20, 2022

She shares those experiences as she blogs about creating a customer-focused culture and many tactical aspects of CX. . Author, speaker and CX trainer Jim’s Heart of the Customer blog is dedicated to data and CX technology. He shares tips for creating amazing experiences and providing top-tier customer service. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. Top Five Bonus.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

AUGUST 20, 2018

Critical areas of the digital customer experience by Natalia Hawkins. MyCustomer) Over the past couple of decades, the concept of being able to conduct business operations virtually (both in a B2B and B2C setting) has caused a huge ripple effect for companies across the board. My Comment: How much digital is too much digital?

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. Want evidence?

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. My Comment: All types of businesses (B2B, B2C, large, small, etc.) Customers want an easy and smooth transaction. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

AUGUST 21, 2023

Our customer experience research finds this has become more important than ever, especially with younger customers (GenZ and Millennials). The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C. It’s about building trust and turning customers into lifelong fans.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. So, it is surprising that retailers are starting to “dissuade returns” and put customer loyalty at risk. Here are my top five picks from last week.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. These expectations, when met, can earn you repeat business and even customer loyalty.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

Loyalty Programs 118

Loyalty Programs Customer Service Effort Score Self Service 118

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 13, 2020

There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations. How Brands Can Build Loyalty in the Era of the Millennial and Gen Z by Jason Parkin. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. And as we all know, replacing an existing customer costs 7 times more than retaining them.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

FEBRUARY 5, 2018

The sales person than can out service their competitor wins. Here are ten points that are relevant for any company that wants to sell in way that creates customer loyalty. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX Follow on Twitter: @Hyken.

Customer Service 15

Customer Service B2C Retail Infographics 15