ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Customers accumulate points for every pound they spend to earn discounts on future products and services. The exchange is straightforward: customers get benefits; the brand gets loyal customers.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. I’m always careful when using the term “loyalty program.”

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. Here are my top five picks from last week.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Here are my top five picks from last week.

Customer Service 73

Customer Service Loyalty Programs Loyalty Sales 73

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

Customer Service 137

Customer Service Rewards Programs B2B Loyalty Programs 137

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Customer Service 93

Customer Service Loyalty Programs Loyalty Rewards Programs 93

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. My Comment: A loyalty program needs to be more than just points and perks.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. My Comment: Most loyalty programs are really marketing programs.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? Here are my top five picks from last week. Follow on Twitter: @Hyken.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. 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.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? My Comment: Customers are more demanding than ever, especially when it comes to the customer experience. by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. 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.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience?

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. 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. My Comment: Customer loyalty programs have come a long way.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Same for CX.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

Thematic

MARCH 27, 2024

Analyzing this data helps you identify the specific areas where customer experience is faltering, empowering you to take targeted action to prevent customers from leaving in the future. Proactive vs. Reactive Customer Retention Without a churn risk model , your approach to customer retention remains reactive.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Here are my top five picks from last week. But where is its value?

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? Here are my top five picks from last week.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

SurveyGizmo

SEPTEMBER 28, 2017

Collection Point #3: You arrive at the restaurant, enjoy your meal, and sign-up to join the loyalty program. One core resource that is critical to offering a consistently on-brand and ultimately revenue driving experience to your customers begins with integration. “To Now, you have a purchase history.

Data 128

Data Omni-Channel Loyalty Programs System 128

Magellan Solutions

NOVEMBER 27, 2023

Proactive education means sharing helpful information and resources before customers even ask. Be a reliable source of valuable information, equipping customers for success. This information lets your team customize interactions and deliver a personalized experience.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

Oracle

APRIL 4, 2018

As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX).

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. My Comment: I’ve always preached that there are two types of loyalty programs.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs. For example, the number one perk customers want is discounts over freebies.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs.

Customer Service 60

Customer Service Retail Ecommerce Trends 60