ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Customer Service 66

Customer Service Contact Center Average Handle Time Customer Service Strategies 66

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

Vonage

OCTOBER 2, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Define a customer service culture and support it to see great things happen in your business. Your Service” books and founder of UP! Your Service. Used with permission.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service B2C B2B Guest Experience 71

ShepHyken

AUGUST 28, 2023

by Chip Bell (Forbes) Research shows that 75% of customers who leave a company to go with a competitor assess their experience of the company they abandoned as “satisfied” or “completely satisfied.” My Comment: I’ve always said there is a big difference between satisfied customers and loyal customers.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

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 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

JULY 31, 2023

You’re trying to restore the customer’s confidence to continue doing business with you. The future of customer experience is here, and it’s a multi-sensory approach to better service your customers. This is why organizations have implemented an approach called customer centricity.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? Diginomica) How do you enrich the customer experience amidst the current turbulence?

Self Service 128

Self Service Customer Service Customer Journeys B2B 128

Vonage

JULY 13, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Define a customer service culture and support it to see great things happen in your business. Your Service” books and founder of UP! Your Service. Copyright, Ron Kaufman.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

OCTOBER 17, 2018

Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers? Pay attention to how Apple treats its customers.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

NOVEMBER 15, 2021

Here is another lesson from an iconic brand, this time one that focuses on customer engagement. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell. Going forward, marketers need to consider the creation and retention of loyal customers as a fundamental part of business growth.

Customer Service 73

Customer Service Metrics Social Media Retail 73

Stella Connect

JANUARY 28, 2022

. #2: Reduce customer effort and response times. If there’s one thing we’ve learned from asking consumers what factors matter the most when influencing their purchasing decisions and brand loyalties as part of our Customer Service Trends for 2022 report , it’s that the power of customer service is real.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. That is sometimes enough to keep an ambassador engaged. Bring It All Back to the Mission.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries.

Customer Service 68

Customer Service Customer Journeys Trends Study 68

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? An app can enhance customer engagement customers, create a personalized experience and influence loyalty. How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky.

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

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 71

Customer Service Hospitality Contact Center Loyalty 71

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

Storyminers

JULY 6, 2020

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Bill Quiseng. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Want More Loyal Customers? Offer a Community, Not Rewards. by Ana Andjelic.

Customer Service 102

Customer Service Self Service Knowledge Base Guidelines 102

Storyminers

JULY 6, 2020

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Bill Quiseng. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Customer Journeys 106

Customer Journeys Customer Service Employee Engagement Exercises 106

ShepHyken

DECEMBER 28, 2022

Excellent customer service lies in flexibility. Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” I refer to these as loyalty killers. . Train and empower your employees. If you have good people and train them well, let them do their job. Be customer focused.

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

ShepHyken

FEBRUARY 26, 2018

Mismanage the customer’s experience an d you may shatter the relationship and any hope for future business. Why Paid Memberships Are the New Loyalty by Doug Stephens. The Business of Fashion) What if businesses could turn transient loyalty into something deeper and more engaging? by Nick Ismail. Follow on Twitter: @Hyken.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 76

Management Interaction Customer Service Training Customer Service 76

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

MARCH 11, 2019

(MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions. There’s the company’s viewpoint and the customer’s viewpoint.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Joseph Michelli .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? COVID-19 has significantly accelerated service transformation by Vala Afshar. My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Airline Customer Service Improved In 2020.

Customer Service 157

Customer Service Airlines Tips Customer Service Strategies 157

ShepHyken

OCTOBER 24, 2022

(Dan Gingiss) Why do customers love certain brands but not others? Or is it strategic, based on an intentional focus on customer engagement? My Comment: My friend and fellow customer experience expert, Dan Gingiss, shares his take on a Talkwaker’s new Brand Love Index. Who doesn’t want their customers to love them?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

OCTOBER 15, 2018

(CBT Automotive Network) If the focus is educating the customer not only on the product but how you will deliver it and be of service, then you will distinguish yourself from others who are just trying to manipulate customers into buying a product. Here are six tips to consider when asking for feedback.

Customer Service 89

Customer Service Automotive Tips Feedback 89

ShepHyken

APRIL 7, 2021

A lack of trust costs you repeat business and will never earn you loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Retail 140

Retail Customers Customer Service Training Examples 140

SurveySparrow

OCTOBER 1, 2023

What is High Touch Customer Experience? High touch customer experience is the culmination of all high touch efforts within a business. It represents the sum of every interaction, engagement, and touchpoint a customer has with a brand, product, or service.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Comm100

FEBRUARY 23, 2021

Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Juggling channels is time consuming, ineffective, and can leave your customers falling through the cracks.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

JANUARY 24, 2022

How to Build Personalized Experiences Your Customers Will Actually Love by Simonetta Turek. In the past two years, digital customer engagement went from being a fun perk to a business critical must-have. It can cause customers to come back. It can even create loyalty. The author includes four strategies.

Customer Service 68

Customer Service Customer Centricity Policies Retail 68

ShepHyken

AUGUST 1, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132