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. Washington University in St.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

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?

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

NOVEMBER 14, 2022

So why do many companies create situations where customers need to figure things out for themselves? My Comment: I’m a big fan of reducing customer effort and eliminating friction. So much so that I wrote a book, The Convenience Revolution. Don’t make customers do extra work. However, they do create repeat business.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

Currency Alliance

JANUARY 18, 2021

Other than the number of rooms booked, how much do hoteliers know about their guests? It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Yet like many hotels, most hotel loyalty programs are homogenous.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. Follow on Twitter: @Hyken.

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. And, there’s the strategy of customer loyalty programs.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

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.”

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

DECEMBER 5, 2022

So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

JULY 24, 2017

Customer Service Tip: Just Be Nice by George Aveling. Goerge Aveling) I first heard the phrase “Just Be Nice” when I read a book by Robin Sharma. My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. And that was some years ago! So, how do you stand out?

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” ” The reasons could fill several chapters in a book. That said, when it comes to loyalty programs, the concept is valid. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Loyalty Programs Customer Service Training Tips 71

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” ” The reasons could fill several chapters in a book. That said, when it comes to loyalty programs, the concept is valid. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Loyalty Programs Customer Service Training Tips 48

SurveyGizmo

SEPTEMBER 28, 2017

Collection Point #2: You make a decision and book a reservation at a broker like Opentable. Collection Point #3: You arrive at the restaurant, enjoy your meal, and sign-up to join the loyalty program. This first collection point gathers browser and clickstream data and the point Kroner considers as collection point one.

Data 128

Data Omni-Channel Loyalty Programs System 128

SurveySensum

NOVEMBER 3, 2023

Businesses are offering customer service through various platforms like chat, social media, and email, ensuring they are available where customers prefer to connect. Also, companies use data to understand individual customer preferences, enabling them to provide tailored support.

Trends 52

Trends Self Service Customer Service Chatbots 52

ShepHyken

JULY 24, 2017

Customer Service Tip: Just Be Nice by George Aveling. Goerge Aveling) I first heard the phrase “Just Be Nice” when I read a book by Robin Sharma. My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. And that was some years ago! So, how do you stand out?

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

APRIL 29, 2019

And, I’ll add a tenth: Make it super easy for your customers to find your contact information. 76% of Customers Choose Loyalty Programs that Collect ONLY Name and Phone Number by Michael Guta. Small Business Trends) More businesses are adopting customer loyalty programs because it is much easier to deploy.

Loyalty Programs 18

Loyalty Programs Customer Service Abandon Rate Loyalty 18

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ShepHyken

AUGUST 23, 2021

This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. My Comment: I love the concept of loyalty programs. However, there is a difference between a loyalty program and a marketing program.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ClearAction

NOVEMBER 3, 2015

It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service. Customer Experience for the Future: Context is King.

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

Pointillist

MAY 23, 2018

A global travel company, for example, used journey discovery to focus on the journeys of 20,000 anonymous customers and connect their online and offline behaviors—incremental holiday bookings, email open rates and click-through rates—to create unified journeys. So, why do these approaches differ from journey orchestration?

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. How to design and run a customer loyalty program for small businesses by Raúl Galera.

Customer Service 149

Customer Service Loyalty Programs Hotels Infographics 149

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65