Consumers Customer Service Training Loyalty Programs Self Service 
ShepHyken
DECEMBER 26, 2022
Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. My Comment: If you think that customer loyalty programs are about discounts and points, think again.
ShepHyken
JANUARY 21, 2024
My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.
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ShepHyken
DECEMBER 7, 2020
(Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. My Comment: Want to build repeat business and customer loyalty? And there are nine more!
ShepHyken
JANUARY 22, 2023
Next is my commentary on self-service and convenience, featuring findings from our customer service research. How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers.
ShepHyken
OCTOBER 11, 2021
My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.),
ShepHyken
JULY 24, 2017
My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. That is far from the truth.
ShepHyken
MARCH 31, 2018
Social Media Changes Customer Service. Customers have a louder voice than ever before. The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business.
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