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.” Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

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

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

DECEMBER 7, 2020

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. And there are nine more!

Customer Service 145

Customer Service Self Service eBook Loyalty Programs 145

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. How does that impact their loyalty to us? 21 Powerful Ways To Build Brand Loyalty by ShoppingGives.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 93

Customer Service Retail Loyalty Study 93

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

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

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. Follow on Twitter: @Hyken.

Loyalty 48

Loyalty Retail Customer Service Training Strategy 48

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 79

Customer Service Government Employee Experience Video 79

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. From a tube of mascara to a jade bracelet or water pump, retailers are paying the price for the items left behind.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

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 64

Customer Service Loyalty Programs Ecommerce Loyalty 64

ShepHyken

MARCH 28, 2022

Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer. Total Retail) The latest post to take LinkedIn by storm wasn’t an announcement about a startup raising millions in funding or an A-list executive joining the board of an industry titan. Enough said! Read the article!

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

JULY 17, 2023

10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard (CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. My Comment: Will the ten ways in this article really guarantee customer satisfaction? But this was never really true.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

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.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

APRIL 18, 2023

It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

B2C 64

B2C B2B Customer Service Training Retail 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. And COVID-19 changed the way customers buy along with their logic in what they buy. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

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

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Testimonials and customer reviews are powerful.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

APRIL 18, 2022

Product Drops Not Price Drops: Attracting Full-Price Customers In The Face Of Inflation by Dan Wallace-Brewster. Forbes) It’s easy for retail professionals to look at global, political and economic trends and say inflation is out of control and overgeneralize shopper behavior. RETHINK Retail) Looking for fresh retail perspectives?

Customer Service 69

Customer Service Customer Centricity Retail Customers 69

ShepHyken

AUGUST 29, 2022

My Comment: This week, customer loyalty seemed to be the big topic. I read numerous articles on the topic, so I decided to make customer loyalty the theme. So, our first article includes a list of ideas to get your customers to come back again and again. My Comment: Loyalty and repeat business belong together.

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

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 27, 2020

Traditional vs. frictionless payments: Will customers trade security for convenience? Retail Customer Experience) Since the start of the COVID-19 pandemic, many consumers, especially those who never shopped online before, turned to online payments out of necessity for everything from groceries to gifts. by Pat Shea.

Customer Journeys 56

Customer Journeys Customer Service Retail Exercises 56

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. 9 Ways to Boost Customer Experience and Online Engagement by Shane Phair.

Customer Service 138

Customer Service Rewards Programs B2B Loyalty Programs 138

ShepHyken

MARCH 29, 2021

Humans and Robots in Retail: It’s Not Us vs. Them by Justin Sears. TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). They can (and will continue) to coexist.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty. The goal is to build revenue while building and earning your customers’ loyalty.

Customer Service 74

Customer Service Touchpoint Retail Loyalty 74

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. Shoppers get discounts and retailers get invaluable first-party data. Here are five charts on how to up your loyalty game.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. The Value Gap a New Blueprint for Customer Expectations by Quinine. And in this case, the gap is good.

Customer Service 69

Customer Service Customer Retention Customer Satisfaction Social Media 69

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

Kristina Evey

NOVEMBER 13, 2014

A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. 70% of the buying experience is directly tied to how the customer feels they are being treated.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

ShepHyken

JANUARY 15, 2023

Here’s a good list that predicts personalization will continue to drive customer loyalty. Customers love it when you know and understand them. The other trend I pulled from this makes me very happy: Customer service becomes a top priority. (I I thought it already was!) Follow on Twitter: @Hyken

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

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

FEBRUARY 28, 2022

As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Consider how “warm” you are with your customers. can be summed up with the idea of you and your customers warming up to each other. How to Enhance Customer Loyalty: 6 Tips to Make Loyalty Great Again by Julia Morrissey.

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My Comment: I’m often asked how to deliver customer service in challenging times.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. We can’t afford to give our customers a bad experience.

Customer Service 85

Customer Service Loyalty Tips Conference 85