ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. Loyalty Programs Should Encourage Competition.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response.

Customer Service 155

Customer Service Tips Guidelines Policies 155

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. .” Customer Service Training by ALISON.

Customer Service Training 140

Customer Service Training Course Training Customer Service 140

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Here are my top five picks from last week.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. So, The Loyalty Question 2.0

Loyalty 138

Loyalty Self Service Customer Service Training Tips 138

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.

Loyalty 100

Loyalty Customer Service Training Customers Connections 100

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. “You were never trying to close a sale.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Bad Customer Service Puts $3.7

Customer Service 60

Customer Service B2B Loyalty B2C 60

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. For years, I’ve said that customers are smarter than ever than ever.

Customer Service 78

Customer Service Government Employee Experience Video 78

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Think about that!

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 104

Loyalty Social Media Tips Communication 104

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Loyalty is more than points.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . Well, it is! Consider this: .

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) consumers.

Customer Service 58

Customer Service B2C B2B Travel 58

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 148

Customer Service B2C B2B Customer Retention 148

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Keeping an existing one.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 623

How To Automotive Competitive Advantage Customer Service Training 623

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. I like them all.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 152

Customer Service Customer Retention Loyalty Retail 152

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. 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.” My Comment: Happy New Year!

Customer Service 56

Customer Service Social Media Loyalty B2C 56

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

ShepHyken

FEBRUARY 16, 2022

When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. Confidence is very important to get a customer to not just buy but to come back and buy some more. Just make your customers smarter. .

Customer Experience 130

Customer Experience Customer Service Training Customers Loyalty 130

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

Video 121

Video Customer Service Customer Experience Customer Service Training 121

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 I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.).

Customer Service 130

Customer Service Effort Score e-support Chatbots 130

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Self Service 65

Self Service Customer Service Social Media Ecommerce 65