ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. There are a number of ways organizations measure customer satisfaction.

Measurement 152

Measurement Net Promoter Score Effort Score Customer Satisfaction 152

ShepHyken

JANUARY 15, 2023

10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. I thought it already was!)

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

AUGUST 2, 2021

It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers. What Does Customer Loyalty Mean For Your Business? Syrow) Customer satisfaction is about how your customers feel about your brand or offerings.

Customer Service 92

Customer Service Hospitality Ecommerce Loyalty 92

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

NOVEMBER 30, 2016

And when the customer comes back and experiences the consistent positive experience that they had the last time – and the time before – that repeated positive experience becomes predictable and can turn into customer loyalty. This is why it concerns me when companies talk about “satisfying” their customers.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 48

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.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

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. ACSI: Customer Satisfaction Decline Continues — Here’s a Big Reason by Marianne Wilson.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

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

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

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 29, 2018

I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay. Customer satisfaction ratings are up, churn is down and employees are happier. My Comment: Data is worthless if you don’t do anything with it.

Net Promoter Score 104

Net Promoter Score Customer Service NPS Customer Satisfaction 104

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. Here are ten ways to move your customers toward being loyal.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

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 short answer is not to change anything that the customer would notice.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

DECEMBER 21, 2020

Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Nothing fancy here.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

ShepHyken

FEBRUARY 13, 2017

The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. They thought that customer complaints should be treated seriously so customers did not feel cheated or deceived.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. Here are ten ways to move your customers toward being loyal.

Customer Service 62

Customer Service Self Service Competitive Advantage Loyalty 62

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. There are plenty of them here.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

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. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

CSM Magazine

FEBRUARY 21, 2022

When customers are greeted by your drivers with a smile and a pleasant hello, it makes them feel welcomed and appreciated. This small gesture can go a long way in terms of customer satisfaction. Delivering shipments on time is essential for keeping customers happy. Hire drivers with a strong customer focus.

Tips 52

Tips Customer Service Company Transportation 52

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. My Comment: Here’s another list of four good ideas.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

AUGUST 15, 2018

And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. Customer-first: Lessons From Small Town Shop by Natalya Bucuy.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

JANUARY 16, 2023

10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. Customers love it when you know and understand them.

Customer Service 15

Customer Service Customer Satisfaction Trends Loyalty 15

ShepHyken

AUGUST 23, 2021

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. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

MARCH 27, 2023

He shares three foundational strategies to enhance your CX and improve customer retention. Your Customers are Happy Because Your Employees are Happy by Katie Pierce (eRep) Employee happiness significantly impacts customer satisfaction and positive reviews1 regarding your business. Follow on Twitter: @Hyken

Customer Service 22

Customer Service Customer Retention B2B Study 22

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 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. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. And, they won’t spam you.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Company 47

Company Customer Service Representative Customer Service Training Training 47

ShepHyken

MARCH 20, 2023

Hult (Harvard Business Review) How can a company best create a compelling customer experience? My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Pretium Solutions

DECEMBER 12, 2012

Despite the company’s industry leadership and profitability, the company’s customers were growing increasingly frustrated as they experienced long lead times, missed deadlines, unkept promises and overall deteriorating service levels for some time. Why was the customer service initiative not as effective as it could have been?

Customer Service 58

Customer Service Touchpoint Leadership Metrics 58

ShepHyken

OCTOBER 3, 2022

(CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. My Comment: In the past few weeks, I’ve suggested articles on ways to measure customer experience/CX.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

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. Follow on Twitter: @Hyken

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

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

Pretium Solutions

DECEMBER 12, 2012

Despite the company’s industry leadership and profitability, the company’s customers were growing increasingly frustrated as they experienced long lead times, missed deadlines, unkept promises and overall deteriorating service levels for some time. Why was the customer service initiative not as effective as it could have been?

Customer Service 40

Customer Service Touchpoint Leadership Metrics 40

Pretium Solutions

DECEMBER 12, 2012

Despite the company’s industry leadership and profitability, the company’s customers were growing increasingly frustrated as they experienced long lead times, missed deadlines, unkept promises and overall deteriorating service levels for some time. Why was the customer service initiative not as effective as it could have been?

Customer Service 40

Customer Service Touchpoint Leadership Metrics 40