ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer.

Customer Service 131

Customer Service Effort Score e-support Chatbots 131

ShepHyken

MARCH 2, 2020

Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. Thrive Global) The higher your product or service is on this pyramid, the more valuable your business is perceived to be. My Comment: Using Maslow’s Hierarchy of Needs as a starting point, the author uses the model to assess customer loyalty.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

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

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. by Max Starkov. Same for CX. It’s more than a strategy.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

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

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Customer Service 90

Customer Service Retail Interaction Hospitality 90

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

OCTOBER 12, 2020

That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. That’s what caught my eye.

Customer Service 78

Customer Service Loyalty Airlines Meeting 78

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. A quick read with some important reminders. It drives word-of-mouth referrals.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

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 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel. And, trust leads to potential loyalty. The entire experience must be consistent.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

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. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

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. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service? 2017 Customer Service Expectations Survey by Gladly.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. My Comment: Domino’s pizza has a simple business, right?

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 28, 2017

One of the most important aspects of doing business for almost any company is customer service. In order to develop a loyal customer base and thrive, companies often need to go above and beyond customer expectations. company claims to prioritize customer needs, only a few are able to do so successfully.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. 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 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

APRIL 3, 2017

Develop customer insights, get feedback, be transparent and create a welcoming environment – simple and time-tested concepts that will help any company drive more customer loyalty. Customer Experience Spring Cleaning: Your 5 Best Investments by Blake Morgan. We don’t really think about it until someone points it out.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

AUGUST 22, 2016

It’s more than a list of ways to boost customer loyalty. Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. (CTS

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. How can you do that? I can teach you.

Self Service 80

Self Service Industry Banking Video 80

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. by Andrew Reid.

Customer Service 12

Customer Service Customer Centricity Loyalty Programs Loyalty 12

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . This is reactive customer service. For information contact or www.hyken.com.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Bassett says those interactions are loyalty tests. 9 Commandments Of Client Service by Eric Gilbertsen. (CMS

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ShepHyken

AUGUST 30, 2021

My Comment: Let’s start off this week’s Top Five roundup with some commentary from ten companies that are customer-focused and pushing for a better CX. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. Follow on Twitter: @Hyken.

Customer Service 16

Customer Service Retail B2B Customer Service Training 16

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. How to Create a Total Experience that Fulfills 3 Fundamental Customer Needs by Kate Kompelien. Consider the example of coffee.

Customer Service 12

Customer Service Loyalty Programs Customer Journeys Loyalty 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. They wanted more empathy and understanding than usual.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

OCTOBER 3, 2022

How to Create Authentic Relationships and Build Customer Trust by Matt Bertram. Entrepreneur Media) Brand equity, loyalty or affinity are really just terms used interchangeably to describe trust. While all brands strive to build trust with their customers, trust is earned and not given. Technology is driving this trend.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

Integrity Solutions

OCTOBER 5, 2022

In fact, in many cases, superior customer service is now one of the most powerful secret weapons an organization has. In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. Changes mindsets about problem-solving.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

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

JULY 15, 2019

Today, customers experiencing slow load times, same-day shipping delays or a lapsed customer service response can wreak absolute havoc among businesses. My Comment: This article is a great reminder about what customers expect – if not demand – from the places they do business. Billion by Tom Foster.

Customer Service 107

Customer Service B2B Loyalty B2C 107