ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. My Comment: For those in the retail business, this is an article for you.

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day. And beyond loyalty is a brand fan. Do You Know Who Your Competition In Business Really Is?

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

JANUARY 14, 2024

And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. In short, customers are more demanding than over the past year.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

JANUARY 14, 2024

And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. In short, customers are more demanding than over the past year.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. Other brands have gone down this path. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. All of these are iconic brands that teach how they do what they do so well. . And they did.

Industry 156

Industry Hospitality Customer Service Training Leadership 156

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Pun intended!) by James Heskett.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 94

Customer Service Retail Loyalty Study 94

ShepHyken

NOVEMBER 8, 2021

100 Totally Wacky & Weird Questions People Ask Retailers That Catch Them Off Guard—And Probably Make You Giggle, Too! Here are 100 of the strangest things retailers have been asked by customers. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) by Bob Phibbs.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

SEPTEMBER 13, 2021

(CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors.

Customer Service 150

Customer Service B2C B2B Customer Retention 150

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. How Brands Are Using Technology to Amplify the Customer Experience — Whether You’re Shopping or Ordering Fast Food by Dept.

Customer Service 77

Customer Service Retail B2B B2C 77

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty.

Customer Service 131

Customer Service Effort Score e-support Chatbots 131

ShepHyken

OCTOBER 24, 2022

PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. by Dan Gingiss.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. 21 Powerful Ways To Build Brand Loyalty by ShoppingGives. How to create a great customer experience strategy in 6 steps.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

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 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. RETHINK Retail) Looking for fresh retail perspectives?

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. That’s nothing new.

B2B 142

B2B Comparison Healthcare Customer Service Training 142

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., They are an amazing example of customer service and CX, and there is much to learn about this brand. Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Entertainment ROI Retail 109

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

MARCH 10, 2024

Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council (Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. Is Customer Empowerment the New Customer Engagement?

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

MARCH 29, 2021

My Comment: I never miss the chance to learn from an iconic brand, and in this case it’s Disney. Humans and Robots in Retail: It’s Not Us vs. Them by Justin Sears. I enjoyed this article on the struggle between humans and robots in retail. My Comment: Our customers are smarter than ever. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Competitive Advantage Retail Employee Experience 77

ShepHyken

JUNE 11, 2023

CX results in more customers who spend more, stay longer and refer others. My Comment: Even if you’re in the B2B world, your customers are going to compare you to the best service they have had from any company or brand. Companies like Chic-fil-a and Amazon have taught customers what a great experience looks like.

Customer Service 62

Customer Service B2B B2C Retail 62

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! million ratings on more than 3,000 brands.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” Often, that’s why the customers continue to dance with you. .

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: True customer loyalty is a gift.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. Eliminate friction!

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Magazine) What makes a brand essential?

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

OCTOBER 26, 2020

Brand loyalty is changing due to the pandemic by Chris Morris. My Comment: Creating brand loyalty is more important than ever. And COVID-19 changed the way customers buy along with their logic in what they buy. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

FEBRUARY 16, 2020

10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Here are 10 examples of best practices that represent the state of the art in retail CX. My Comment: Don’t be fooled by the word “Retail” in the title. Small Business Trends) Ready to win back a customer after a bad customer service complaint?

Customer Service 128

Customer Service Customer Journeys B2B Retail 128