ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. MarTech Series) Loyalty programs are no longer just about discounts and transactions. by Jay Baer.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ShepHyken

JUNE 6, 2022

For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Inflation Is Impacting the Customer Experience: Here’s What to Do About It by Jim Katzman. Retail Customer Experience) How does inflation affect customer experience?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

OCTOBER 1, 2023

So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year? I do like it, but I think it is more about creating a customer loyalty program focused more on repeat business than true loyalty. There is nothing wrong with that! What an honor.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

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 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

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 69

Customer Service Loyalty Programs Loyalty Tips 69

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 88

Net Promoter Score Loyalty Programs Customer Service Chatbots 88

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 96

Airlines Hotels Loyalty Programs Loyalty 96

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 69

Customer Service Hospitality e-support eBook 69

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!

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

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

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. Just kidding!

Customer Service 17

Customer Service Customer Service Training Loyalty Programs Loyalty 17

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!

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

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. My Comment: Convenience is one of my favorite topics – so much so I wrote a book about it ( The Convenience Revolution ). How big is simplicity?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13