ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

NOVEMBER 14, 2022

Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. Loyalty and repeat customers are up for grabs.

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Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

JULY 4, 2022

From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before.

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Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Be it Alexa, Google, Siri, etc.,

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Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

FEBRUARY 26, 2018

This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers. Managing the Fragile Customer Experience by Laurent Bride. (IT IT ProPortal) Customer experience must be redefined for the digital age. They know what good service is and expect it.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. The big take away is the level beyond customer loyalty, which is desire.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

DECEMBER 5, 2022

So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

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Customer Service Hospitality e-support eBook 70

ShepHyken

FEBRUARY 13, 2017

3 Critical Questions Customer Success Executives Need to Answer by Bob Hayes. Appuri) Customer Success is the function in a company that manages the relationship it has with its customers to ensure the customers receive value from the product or solution. My Comment: Customer loyalty programs have come a long way.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

MAY 4, 2020

This turns a potentially daunting task into something much easier to manage. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. One strategy that works for any type of business is content marketing, which the author discusses as second of his four ideas on how to create loyalty.

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Customer Service Contact Center Retail B2C 96

ShepHyken

APRIL 6, 2020

(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs. The other is more of a marketing program that rewards customers for coming back.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

FEBRUARY 18, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. My Comment: As long as we’re talking trends for the year, here are three trends that focus on loyalty programs. Customer Experience & Customer Service Stats from 2018 and Predictions for 2019 by Jake Michaels.

Customer Service 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

AUGUST 28, 2017

(Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. 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

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

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Loyalty Programs Customer Service Social Media Culture 13

ShepHyken

AUGUST 23, 2021

This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. My Comment: I love the concept of loyalty programs. However, there is a difference between a loyalty program and a marketing program. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

JUNE 20, 2022

What You’re Getting Wrong About Customer Journeys by Ahir Gopaldas and Anton Siebert. Harvard Business Review) Most marketing experts agree that it’s not enough to give customers a satisfying initial experience with a product. The design of customer journeys is the new marketing battleground. Maybe it’s time to start!).

Customer Service 12

Customer Service Loyalty Programs Customer Journeys Loyalty 12

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. Management guru Peter Drucker once said, “You can’t manage what you don’t measure.” That’s a rhetorical question. Who doesn’t? Let me count the ways!

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Customer Service Retail Metrics Loyalty Programs 13

ShepHyken

JANUARY 23, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. How to design and run a customer loyalty program for small businesses by Raúl Galera.

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Customer Service Loyalty Programs Hotels Infographics 148

ShepHyken

JANUARY 20, 2020

The insight won’t tell you if your customers love you or not, but it will give you an idea of how efficient you are in managing the support experience. When you make it easy – as in minimal or no effort – to get a problem resolved, you increase your customer’s confidence. by Wise Marketer Staff.

Loyalty Programs 118

Loyalty Programs Customer Service Effort Score Self Service 118

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic.

Loyalty Programs 64

Loyalty Programs Customer Service Infographics Chatbots 64

ShepHyken

NOVEMBER 21, 2022

The shift to digital has fundamentally changed the conversation around brand loyalty from both sides of the equation. My Comment: Loyalty programs are typically about points and perks. However, today’s customers want more than that. 5 Tips from Practitioners to Improve Government Customer Experience by Frank Konkel.

Customer Service 13

Customer Service Net Promoter Score Government NPS 13

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory.

Customer Service 64

Customer Service Government Loyalty Customer Satisfaction 64

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62