ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. My Comment: Here is an excellent and robust article on loyalty programs.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

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

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

Customer Service 59

Customer Service B2C B2B Travel 59

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. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

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. My Comment: Lately, I seem to be attracted to articles on loyalty programs. These are companies who also have significant brand loyalty.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

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.” Regardless of the type of business you’re in, trust is an important step to building repeat business and customer loyalty.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

Retently

APRIL 5, 2024

Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

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

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

FEBRUARY 12, 2024

My Comment: Gen Z will become the most powerful force of consumers in the next few years. Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. Moreover, the same source says that 56% of consumers anticipate entirely personalized offers. Increased customer engagement and loyalty: Immersive AR experiences promote a sense of personalization and connection to the brand.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. Consider that most consumers look at reviews before making a purchase. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving.

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. And beyond loyalty is a brand fan. I love repeat business.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty. I have a concept I refer to as the Speed To Happiness.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

ShepHyken

OCTOBER 29, 2023

Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason. My Comment: I’m a fan of rewards and loyalty programs for a reason. My Comment: True customer loyalty is a gift.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

Strativity

MARCH 7, 2023

As ChatGPT remains in the zeitgeist as ghost writer , exam taker , and creative director , it’s important for brands to acknowledge this wholly new consumer interaction point. With the growth of Al, consumers may discover and interact with a brand’s personality in ways marketing teams will no longer control.

Brands 98

Brands Analytics Consumers Technology 98

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. And most likely, that will be to a consumer experience. In other words, they are marketing their services to humans.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

AUGUST 28, 2023

” So, why do too many leaders continue to focus on customer satisfaction as a measure of customer affinity, even loyalty? This short article emphasizes that with several strategies, one of which is worth highlighting, which is to understand the journey your customer takes to loyalty. Satisfactory isn’t enough.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

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. Amazon has educated its customer as to what a great experience looks like.

B2C 64

B2C B2B Customer Service Training Retail 64

Experience Investigators by 360Connext

FEBRUARY 9, 2021

According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

C3Centricity

AUGUST 26, 2019

Smart cookie-blocking technology led by Apple’s Intelligent Tracking Prevention (ITP) and Firefox’s Enhanced Tracking Protection (ETP) now block third-party cookies by default, and even Google’s Chrome will soon get controls that let consumers block cookies.” Catalyze your Customer Connection Book your workshop NOW!

Customer Centricity 149

Customer Centricity Fashion Airlines Connections 149

ReviewTrackers

MARCH 24, 2021

80 percent of consumers would switch financial institutions for a better experience. Therefore, to improve customer retention in banking, organizations must focus on becoming more customer-centric — and delivering experiences that wow, delight, and inspire loyalty. Evaluate loyalty and satisfaction.

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

SurveySensum

FEBRUARY 19, 2024

Offer Personalization to Customers: Research by Epsilon reveals that 80% of consumers exhibit a stronger inclination towards brands offering personalized experiences. It will ultimately build sound relationships, foster loyalty, as well as drive long-term success. Doing so will ensure that you are providing value to customers.

Customer Centricity 52

Customer Centricity Tips Innovation Analysis 52

ShepHyken

JULY 17, 2023

Back when this expression was in vogue, consumers had far fewer choices than today so, ultimately, customer satisfaction wasn’t really a big concern. But that doesn’t mean consumers haven’t been aware of AI tech playing a role in the retail customer experience. But this was never really true.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. Create a Loyalty Program Creating a loyalty program is a great way to reward your most loyal customers for their continued support of your business.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Storyminers

JULY 28, 2018

Recently, Build-a-Bear Workshop offered a pay your age day for their bear workshops. Consumers should know it’s your brand from a quick glance at any communication from you. When consumers visit your site, they should know instinctively where to go. Don’t try to be something you aren’t or fool consumers.

Brands 113

Brands Social Media Employee Engagement Consumers 113

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. Additionally, the seamless omni-channel experience that AI can help support will promote customer satisfaction and loyalty. This level of relationship when an issue is escalated will prove to increase customer satisfaction and loyalty.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

One Millimeter Mindset

DECEMBER 15, 2021

Align solutions by simultaneously wearing your consumer hat to design and deliver solutions that clients really want. After two years of working from home or in hybrid environments, you merge your own consumer preferences into client solutions. Consequently, you do not cease to be a consumer when you enter the workplace.

Innovation 90

Innovation B2C Course Leadership 90

Comm100

JANUARY 19, 2017

Gauge how upset the customer is – if needed, offer the customer a care token, such as a discount, to show that you care about his or her loyalty and satisfaction. If you have consumed one or many cans of our tuna with these expiration dates, you do not need to seek medical attention, but it is advisable to not continue the consumption.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

BirdEye

AUGUST 7, 2023

Build trust: Consumers have trust issues with auto repair shops without significant social proof and positive customer reviews. Customer loyalty: A big part of auto repair shop marketing involves turning first-time customers into long-term advocates. Run a loyalty program to drive repeat business Implement a loyalty program.

Strategy 52

Strategy Sales Marketing Social Media 52

Second to None

AUGUST 30, 2018

Customer loyalty is a term that’s thrown around a lot, but what about employee loyalty? It’s easy to forget the important role your employees play in enhancing sales and attracting new customers, but when you nurture loyalty in the people that work for you, you’ll start to see some incredible benefits for everyone involved.

Social Media 94

Social Media Loyalty Advertising Feedback 94

SurveySparrow

SEPTEMBER 29, 2023

Did you know that 61% of consumers are willing to pay a premium of at least 5% for a promise of exceptional customer experience? And one powerful tool that can help achieve this is a customer experience workshop. But what exactly is a customer experience workshop, and why is it so important? That’s huge! Let’s see.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

Heart of the Customer

OCTOBER 30, 2014

I actually worked with a health savings account organization who believed (and still does) that consumers want to select between different pricing plans. of their consumers didn’t. Journey mapping workshops bring together members from different parts of your company to walk. Despite the fact that literally 98.5%

Customer Journeys 92

Customer Journeys Call Center Resources Consumers 92

Chadwick Martin Bailey

OCTOBER 9, 2020

Last week, I attended IA’s Design Thinking Workshop , led by Brianna Sylver—a topic we strongly believe in to creatively solve business challenges. Do you realize now that you do not know enough about your consumer? A hotel chain brought us in at Stage 4 , once they’d already ideated scores of new ideas for their loyalty program.

Loyalty Programs 59

Loyalty Programs Hotels Innovation Consumers 59

ReviewTrackers

MARCH 17, 2020

Consumer expectations have changed, and the old fee-for-service and fix-what’s-broken approach is no longer enough. With a patient newsletter campaign, you can foster trust-based relationships that help encourage preference and inspire loyalty. Modern healthcare consumers typically begin their investigation online. Deloitte ).

Healthcare 65

Healthcare Strategy Marketing Social Media 65

Chadwick Martin Bailey

JANUARY 5, 2021

Taylor is a seasoned client services/relationship manager with deep and varied experience in customer satisfaction, customer experience, loyalty/affinity, AA&U, and concept testing research. To help navigate that for clients, I like to look at these trends through a consumer, client, and advisor perspective. Dedication.

Travel 59

Travel Loyalty Programs Financial Loyalty 59