Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. .

e-support 208

e-support Customer Experience Social Media Chatbots 208

Comm100

FEBRUARY 23, 2021

Free tools like Google Alerts and Social Mention can help you scan for customer feedback that comes to you outside of the traditional channels. Prioritize customer service training. From escalations to everyday responses, make sure that your employees know the best practices for helping customers.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 26, 2022

Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member. Forbes) In marketing, attracting new customers is only one half of the equation; businesses must also focus on how to keep those customers once they earn them. The Customer is King – So Treat Him That Way!

Customer Service 68

Customer Service Customer Retention Tips Analytics 68

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Using AI the right way will enhance the relationship versus frustrate the customer.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 68

Customer Service Loyalty Programs Contact Center Financial 68

ShepHyken

JUNE 14, 2021

That’s how you create the kind of loyalty that gets customers to come back again and again. Ways Proactive Customer Service Can Lead to Customer Retention and Growth by Ashwini Dave. RETHINK Retail) A RETHINK Retail special report featuring insights from thought leaders and retail executives.

Customer Service 96

Customer Service Retail Loyalty Study 96

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. Connect with Shep on LinkedIn.

Customer Service 81

Customer Service Loyalty Programs Retail Loyalty 81

ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are four ideas that could help improve your DX. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

ShepHyken

JANUARY 28, 2024

Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report. Consider these results from companies in the top quartile of the CX index.

Customer Service 68

Customer Service Customer Journeys Trends Study 68

ShepHyken

OCTOBER 24, 2022

My Comment: My friend and fellow customer experience expert, Dan Gingiss, shares his take on a Talkwaker’s new Brand Love Index. Who doesn’t want their customers to love them? A stat from the report claims that “loved brands grow 3X faster than the industry average. So, what do you do to get your customers to love you?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

TechSee

JUNE 16, 2022

He is an experienced digital content, brand development, experience design and research leader committed to uncovering opportunities for amplifying market share, profitability and customer satisfaction in organizations of all sizes. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 21, 2022

It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Follow on Twitter: @Hyken.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

Stella Connect

DECEMBER 15, 2021

Brands that don’t risk significant customer churn. This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the US and UK.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

DECEMBER 5, 2016

That said, given the opportunity to exceed the customer’s expectations, do it. Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. That someone may be the CMO, according to a Constellation Research report, authored by principal analyst Natalie Petouhoff. It just may not need to be your main objective.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. If you want happy customers, start with your employees. The concept is simple.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. If you like the article, then be sure to download the full report.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

JANUARY 27, 2020

In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world. Don’t just attract new customers.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26

ShepHyken

JULY 24, 2023

Here are a few ways Shippo’s report notes that policies are changing. My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Effort Score Retail B2B 12

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

SEPTEMBER 27, 2021

Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company.

Call Center 52

Call Center Company Telecommunications Banking 52

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Dennis Wakabayashi. Puneet Mehta.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Dennis Wakabayashi. Puneet Mehta.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Training 107

Training Customer Experience Customer Journeys How To 107

ShepHyken

JULY 13, 2020

TotalRetail) New report uncovers brand affinity and purchase behaviors among the next generation of buyers. My Comment: Customer loyalty is the prize that great organizations receive when they understand their customers’ needs, wants and expectations – and then execute to meet, if not exceed, them.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

Comm100

OCTOBER 11, 2017

Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Better Customer Retention. Download Free.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

MARCH 13, 2017

If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”. A Recipe for Consistent Customer Service: 5 Key Ingredients by Jeremy Watkin. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier.

Social Media 90

Social Media Customer Service Infographics Retail 90

ShepHyken

AUGUST 22, 2022

(CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it. According to Salesforce’s latest State of Marketing report, 80% of marketers are now in charge of CX initiatives across the enterprise. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14