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 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

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 60

Customer Service B2B Loyalty B2C 60

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. Customer Loyalty.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

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.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

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: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS.

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

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. For just $8.99

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

JANUARY 21, 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. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

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.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty?

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

Loyalty Programs 116

Loyalty Programs Customer Service Effort Score Self Service 116

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. 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. And there are nine more!

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. Customer Service Is the New Upsell by David Wagoner.

Customer Service 73

Customer Service Loyalty Programs Loyalty Sales 73

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

Customer Service 137

Customer Service Rewards Programs B2B Loyalty Programs 137

ShepHyken

MAY 28, 2018

My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. Power survey that says 67% of consumers have used social media to resolve customer service issues. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

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

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.

Net Promoter Score 88

Net Promoter Score Loyalty Programs Customer Service Chatbots 88

ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Customers expect you to know them, communicate the way they want to communicate, value their time, and more.

Customer Service 105

Customer Service B2B Loyalty B2C 105

ShepHyken

FEBRUARY 13, 2017

This article has a number of concepts to help integrate an effective customer success program. Here’s how tech can help with consumer loyalty by Adam Croxen. Tech City News) When you’re a cash-strapped startup, increasing customer loyalty, then, is a no brainer. After all, loyalty is an emotion.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

JANUARY 22, 2023

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. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. There are some interesting stats and facts that prove how important some of these programs are.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

ShepHyken

FEBRUARY 15, 2021

(ZDNet) New research shows that high performing organizations are investing in service innovation to digitally transform customer service into a customer engagement engine for driving business growth and loyalty. More and more organizations are investing in service innovation that drives revenue and growth.

Customer Service 99

Customer Service Self Service Knowledge Base Guidelines 99

CSM Magazine

OCTOBER 25, 2023

Online stores give consumers an almost limitless choice of shops to purchase from, along with the convenience of home deliveries and often competitive pricing. As a result, physical retailers must offer something truly special to entice and retain customers. Feedback Collection : Using CRM to gather and act on customer feedback.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Or, is it the experience?

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. 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. Columnist Mike Sands explains how a customer identity solution can help.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

Customer Service 17

Customer Service Customer Service Training Loyalty Programs Loyalty 17

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. Done right, it endears the brand to the customer.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. At first, coffee was cheap and plentiful — though options for consuming it were limited. Consider the example of coffee. Maybe it’s time to start!).

Customer Service 12

Customer Service Loyalty Programs Customer Journeys Loyalty 12

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. 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. Columnist Mike Sands explains how a customer identity solution can help.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

OCTOBER 10, 2022

The Secret to Building Brand Devotion is Not a Loyalty Program. Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. My Comment: I’ve always preached that there is a difference between a repeat customer and a loyal customer.

Customer Service 12

Customer Service Customer Centricity Loyalty Programs Loyalty 12

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. Siegel+Gale put the figure at 57%. Does this really work?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JANUARY 23, 2023

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. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. My Comment: Do you want to increase your Customer Lifetime Value? That’s a rhetorical question. Who doesn’t?

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13