ShepHyken

JULY 4, 2022

7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

ShepHyken

MAY 4, 2020

How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Insane Growth) Shifting your focus to customer loyalty may seem complicated, but in this blog post, we’ve compiled the best resources to help you understand its importance and find ways to make your customers loyal too.

Customer Service 95

Customer Service Contact Center Retail B2C 95

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

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. Thank you to Shelf.io

Customer Service 83

Customer Service Contact Center Tips Chatbots 83

ShepHyken

JULY 13, 2020

You may like some or all – and you may have some to add to the list – but it will be hard to argue that what’s on this list couldn’t help any organization, big or small, be better aligned with their customers’ needs. My Comment: How can you improve the customer experience in a contact/support center?

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. For information contact or www.hyken.com.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

FEBRUARY 20, 2017

7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status!

Customer Service 84

Customer Service Contact Center Loyalty Customer Success 84

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

JUNE 17, 2018

It’s simple: You don’t just create a customer experience that’s better. 5 Ways to Build Customer Loyalty by Christy Bieber. The Motley Fool) Your company can model other successful businesses in encouraging customers to become repeat shoppers. My Comment: Who doesn’t want customer loyalty!?

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!7 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

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. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. Want evidence?

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

JUNE 1, 2020

These days, there are three things I focus on when it comes to customer service. My Comment: We start this week’s roundup with a very short article (two-minute read) about three simple ideas to increase loyalty; keep customers informed, no surprises and good follow-up. Sounds like common sense, doesn’t it?

Customer Service 66

Customer Service Omni-Channel Call Center Retail 66

ShepHyken

JANUARY 13, 2020

There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

DECEMBER 16, 2019

Here are four ways to focus on the inside of your organization that will have a direct impact on the customer. A 3 Step Approach to Higher Employee Engagement Within The Contact Center by Matt Wujciak. Visibility, Credibility, Loyalty: The Benefits of Online Reviews by Robert Morrissey. Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

ShepHyken

MARCH 27, 2017

The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. 5 New Rules To Winning The Customer Loyalty In The Digital Age by Shama Hyder. Forbes) Traditionally, the approach to creating customer loyalty has had a particular formula and countenance.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

FEBRUARY 7, 2022

9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

SEPTEMBER 6, 2021

A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No The Company’s Response Was Brilliant by Jason Aten.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

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

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MARCH 13, 2023

Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl (Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base. What Is a Contact Center?

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

ShepHyken

SEPTEMBER 30, 2019

GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. NPS, CES, CSAT: Which One is the Best Metric?

Customer Service 17

Customer Service Contact Center eBook NPS 17

ShepHyken

MARCH 20, 2023

Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions. Will ChatGPT Replace The Contact Center Agent? There’s plenty of good information here, including why call center agents are burning out and what companies are doing to prevent it.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

NOVEMBER 7, 2022

I’ll add a fifth, and that’s customer experience. Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Financial Loyalty Tips 14

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Customer Service Training and the Value of Process.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

MARCH 5, 2023

My Comment: Do you want to increase your Customer Lifetime Value? Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. My Comment: This very short article reminds us in the contact center world that, our customers want more than agents who have answers to questions and resolutions to problems.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13