ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they? Anytimed by Seth Godin.

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Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

JUNE 28, 2021

It’s important to have conversations like these to keep service and experience front of mind. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) and loyalty. Follow on Twitter: @Hyken.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

TechSee

JUNE 16, 2022

In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter. Brad Cleveland is a global expert in customer strategy and managemen t.

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Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 15, 2023

Authenticity turns into trust, which is essential for repeat business and loyalty. Here you will find four ideas: showing humanity, keeping customers informed, creating a customer-first experience, and connecting emotionally. Can AI Deliver A Customer Experience Like A Grandmother Would? Connect with Shep on LinkedIn.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

ShepHyken

AUGUST 29, 2022

Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue. My Comment: This week, customer loyalty seemed to be the big topic. My Comment: Loyalty and repeat business belong together.

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Customer Service Customer Retention Loyalty Advertising 64

Service Untitled

MARCH 12, 2010

Service Untitled The blog about customer service and the customer service experience. There are car manufacturer meetings, government meetings, blog entries, and water-cooler discussions, yet brand loyalty has not dropped as much as expected.

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Loyalty Airlines Automotive Government 43

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. Customer retention can also help build your brand and reputation.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Vonage

JULY 13, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service.

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Culture Customer Service Hotels Hospitality 174

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? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service? Why Customer Support and Loyalty Initiatives are Worth the Investment by Josh Brown.

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Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 102

Customer Service Contact Center Customer Retention Poor Customer Service 102

Customers That Stick

OCTOBER 23, 2014

Global perspectives on service research priorities for 2015. Restoring humanity to healthcare: the key to driving loyalty and growth. Day Three: Service Growth and Revenue. Photo credit: https://wpcarey.asu.edu/research/services-leadership/symposium-overview. This day features CX pros such as Edward W.

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Conference Leadership Customer Service Training Healthcare 128

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

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Customer Service Loyalty Customer Success Resources 124

Vonage

MAY 22, 2017

And when the customer comes back and experiences the consistent positive experience that they had the last time – and the time before – that repeated positive experience becomes predictable and can turn into customer loyalty. This is why it concerns me when companies talk about “satisfying” their customers.

Exceptional Customer Service 120

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 120

ShepHyken

DECEMBER 13, 2021

It’s about getting “service” right. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. Godin suggests that all good service requires is just a bit of energy, attention, and the right information. Respond to customers faster. Here’s the first one. You’ll be happy you did.

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Customer Service Social Media Call Center Retail 76

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Vonage

AUGUST 14, 2015

Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Customer service: Customers have emotional baggage too. Top 20 customer service quotes and what you can learn from them. Sales: Three sins to avoid at all costs.

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Customer Service Culture Customer Service Training Customers 120

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Company 47

Company Customer Service Representative Customer Service Training Training 47

Steve DiGioia

MAY 17, 2021

And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences. To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. Use the C.A.R.E.S.

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Customer Service e-support Self Service Customers 341

Stella Connect

JANUARY 28, 2022

. #2: Reduce customer effort and response times. If there’s one thing we’ve learned from asking consumers what factors matter the most when influencing their purchasing decisions and brand loyalties as part of our Customer Service Trends for 2022 report , it’s that the power of customer service is real.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Vonage

OCTOBER 26, 2015

Customers want to have a personalized experience. Identify what you do to show the customer you know their recent interactions with your company. Customers want their loyalty recognized and valued. Top customer service quotes and what you can learn from them. The two sides of customer service training.

Customer Experience 120

Customer Experience Social Media Customer Service Training Customers 120

ShepHyken

MAY 4, 2020

How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Insane Growth) Shifting your focus to customer loyalty may seem complicated, but in this blog post, we’ve compiled the best resources to help you understand its importance and find ways to make your customers loyal too.

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Customer Service Contact Center Retail B2C 95

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.

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Loyalty Programs Customer Service Rewards Programs Loyalty 64

Integrity Solutions

OCTOBER 27, 2021

It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand. A focus on developing problem solvers.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Vonage

JANUARY 24, 2017

This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer. What a perfect time to show compassion and flexibility, provide a refund or at least credit towards another product or service. Your Service” books and founder of UP! Your Service.

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Customer Service Advertising Contact Center Culture 133

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

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Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. Why Customer Service is Important: 10 Reasons to Prioritize It by Erika Trujillo. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Customer Centricity Retail Customers 69

ShepHyken

AUGUST 23, 2021

Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Customer Service 17

Customer Service Customer Service Training Loyalty Programs Loyalty 17

ShepHyken

JUNE 1, 2020

These days, there are three things I focus on when it comes to customer service. My Comment: We start this week’s roundup with a very short article (two-minute read) about three simple ideas to increase loyalty; keep customers informed, no surprises and good follow-up. Sounds like common sense, doesn’t it?

Customer Service 67

Customer Service Omni-Channel Call Center Retail 67

Service Untitled

OCTOBER 26, 2010

Service Untitled The blog about customer service and the customer service experience. More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. It’s going back to basics that drives the train of success.

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CRM Exercises Tips Training 43

Service Untitled

OCTOBER 13, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Good service valued over good food? “I’m very fussy about what I eat, but I also expect good service.

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Survey Customer Satisfaction Exercises Consumers 42

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. You can follow any responses to this entry through the RSS 2.0 You can leave a response , or trackback from your own site.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

Stella Connect

DECEMBER 15, 2021

UK consumers have higher standards for personalization than their US counterparts, with just 23% of British shoppers saying they only expect customer service teams to offer “basic” personalization compared to 41% of Americans who say the same. . #3: Brands don’t have much time to get things right for customers.

Trends 75

Trends Poor Customer Service Consumers Social Media 75