ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Remember… a good CX can be some of your best marketing!

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. Plus, self-service is available 24/7.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

AUGUST 14, 2023

Here’s Everything You Need To Know About Customer Retention by Aryan Jakhar (Inc42) Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. My Comment: I love the opening line of this article: “Who comes back for average customer experience?

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

SurveySparrow

OCTOBER 1, 2023

In low-touch services, the focus is on providing a quick and convenient experience for a larger number of customers, often through self-service or minimal human interaction. This makes the shopping process faster and more convenient for customers who prefer a quick in-and-out experience.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Stella Connect

JANUARY 25, 2018

With the likes of Brooklinen , Jet , Warby Parker, and other industry disruptors making customer service their lead differentiator, more legacy brands will look to emulate that model. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Integrity Solutions

JULY 26, 2019

With digital transformation changing the game in many areas of customer care, the event this July showcased just how far developments like automation, artificial intelligence and chatbots have come—but also just how critical the human element remains.

Customer Engagement 66

Customer Engagement Engagement Contact Center Self Service 66