ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! Satisfying your customers is not enough. Loyalty is an emotion.

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ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

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Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. In another one of my books, I cover six “Convenience Principles.”

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Customer Service B2C B2B Customer Retention 148

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

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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.

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Customer Service Loyalty Programs Retail Loyalty 78

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. and over the years I became a regular customer.

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Loyalty Customers Knowledge Base Customer Service Training 109

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

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Customer Service Loyalty Programs Loyalty Customer Service Training 58

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.

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Customer Service Loyalty Programs Chatbots Loyalty 143

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

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Travel Customer Service Training Culture Loyalty 150

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers. by Jay Baer.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

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

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well.

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Customer Service Loyalty Programs Loyalty Sales 73

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

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ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? Consider this: . Here’s an example.

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Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

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Social Media Customer Service Training Training Customers 163

ShepHyken

DECEMBER 21, 2020

Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Nothing fancy here.

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Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

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ShepHyken

MARCH 15, 2021

I just wrote another book ( I’ll Be Back: How to Get Customers to Come Back Again and Again ), which is all about repeat customers. So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. It’s the price of admission.

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Customer Service Customer Service Training Customer Retention Training 127

Vonage

OCTOBER 2, 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!

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Culture Hotels Customer Service Hospitality 174

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

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Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

NOVEMBER 14, 2022

Loyalty and repeat customers are up for grabs. Companies are struggling, and if they don’t manage the problems well, customers notice. While loyal customers may be slower to leave, with enough issues, they will move on. While loyal customers may be slower to leave, with enough issues, they will move on.

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Customer Service Loyalty Programs Loyalty Tips 69

ShepHyken

MARCH 18, 2024

Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. And beyond loyalty is a brand fan. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I love repeat business.

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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

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Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

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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.

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

ShepHyken

AUGUST 1, 2023

If you want to learn more about how to properly gift your customers, read this article about my friend John Ruhlin and his book Giftology. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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Hotels Travel Exercises Customer Service Training 117

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

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

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!

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

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Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

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Customer Experience Customer Service Social Media Consulting 130

ShepHyken

AUGUST 31, 2020

How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. Still, I liked this article a lot.

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Customer Service Social Media Customer Service Training Infographics 105

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers.

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Customer Service Social Media Report Culture 143

ShepHyken

APRIL 7, 2021

Now, if someone comes in to buy a book they saw on our website, we can access the online price through our register. A lack of trust costs you repeat business and will never earn you loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Avoid uncertainty.

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Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. The Effortless Experience.

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Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

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Customer Service Tips Fashion Call Center 71

ShepHyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. Well, that’s a good question. Follow on Twitter: @Hyken.

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