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.

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How To Automotive Competitive Advantage Customer Service Training 625

ShepHyken

FEBRUARY 20, 2024

Even with high scores on Time to Happiness , Time Well Spent, or any of the more typical and popular ways companies measure customer satisfaction, such as NPS, CSAT, and others, perhaps what may be the most important metric is if the customer comes back. This is my Loyalty Question , a concept I’ve shared many times over the years.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

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 Are Some Customer Service Strategies I Can Implement Today?

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Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

NOVEMBER 14, 2023

This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Nobody wants to work in a place that doesn’t emotionally fulfill them. Connect with Shep on LinkedIn.

Insurance 147

Insurance Employee Experience Culture Customer Service Training 147

ShepHyken

DECEMBER 26, 2023

Consistency creates confidence, and confidence can lead to customer loyalty. Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more. Today’s customers will reach out to you in the most convenient way. Connect with Shep on LinkedIn.

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Customer Service Tips Guidelines Policies 156

ShepHyken

NOVEMBER 7, 2023

Emotional Connection: This is where loyalty is created. Customers know your products work, trust you, align with your beliefs and what you stand for, and feel appreciated. This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Maintain that feeling and build on it.

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Policies Meeting Customer Service Training Customers 95

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. For others, it’s about their process. What can be done?

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Social Media Customer Service Guidelines Loyalty 92

ShepHyken

NOVEMBER 10, 2021

Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. Customer loyalty requires creating confidence, not perfection. By the way, here’s a reminder of my loyalty formula: . Great Customer Service + Confidence = Potential Customer Loyalty .

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Loyalty Customer Service Training Customer Service Training 146

ShepHyken

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke.

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Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. Customers learned new ways of doing business.

Customer Service 72

Customer Service Metrics Social Media Retail 72

ShepHyken

OCTOBER 12, 2022

Gen-Z and Millennials are the catalysts for digital customer support channels. . Rob Siefker, Zappos.com’s former senior director of customer loyalty, shared his take on social media channels in a recent Inc. When asked why Zappos uses social media, his answer was, “Zappos customers use it. Follow on Twitter: @Hyken.

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Social Media Customer Service Customer Care Customer Service Training 157

ShepHyken

OCTOBER 28, 2019

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. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

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Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

JULY 22, 2019

My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. If you’re not already strong in the area of social customer care, this article will help you get started. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

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Social Media Customer Service Trends Tips 116

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. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

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Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Here’s Why.

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Customer Service Airlines Tips Customer Service Strategies 154

ShepHyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Experience 130

Customer Experience Customer Service Training Customers Loyalty 130

ShepHyken

JANUARY 4, 2023

Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Trust is an emotional connection that drives repeat business and loyalty. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. . Follow on Twitter: @Hyken.

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Self Service Customer Experience Customer Service B2C 135

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

DECEMBER 28, 2022

Excellent customer service lies in flexibility. Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” I refer to these as loyalty killers. . Train and empower your employees. If you have good people and train them well, let them do their job. Be customer focused.

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Fashion Guidelines Policies Customer Service Training 130

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

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Management Interaction Customer Service Training Customer Service 74

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

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Customer Service Loyalty B2C Study 72

ShepHyken

DECEMBER 15, 2021

Unfortunately, I don’t have the perfect answer, but I do have an idea to avoid a big part of the problem, which is how the customer experience is being impacted. . I’m seeing that customer loyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.

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B2C B2B Customer Service Training Customers 125

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world.

Customer Service 93

Customer Service Customer Retention Loyalty Strategy 93

ShepHyken

JUNE 28, 2021

It’s important to have conversations like these to keep service and experience front of mind. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) and loyalty. Follow on Twitter: @Hyken.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

Integrity Solutions

OCTOBER 27, 2021

It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand. A focus on developing problem solvers.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

FEBRUARY 14, 2023

Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

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Company Customer Service Training Online Experience Customer Service 149

ShepHyken

FEBRUARY 7, 2018

But, how do you think a customer, such as myself, feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? Isn’t my loyalty worth something? For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Travel 112

Travel Advertising Loyalty Customer Service Training 112

ShepHyken

APRIL 18, 2023

And confidence turns into trust – which can turn into repeat business and even customer loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. That is what Amazon has mastered, and it’s something you and your organization can do, too!

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

AUGUST 1, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

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. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

ShepHyken

AUGUST 24, 2022

Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 129

Customer Service Training Customers Customer Service Customer Experience 129

Stella Connect

NOVEMBER 29, 2021

3: Collecting Real-Time Customer Feedback. The power of capturing and adapting your customer service strategies based on the voice of the customer is undeniable, especially when you consider the immediate impact of just one poor customer experience.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

DECEMBER 29, 2021

If you can’t trust your customers, you can’t expect them to trust you. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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B2B Customer Service Training Customers Retail 137

ShepHyken

APRIL 20, 2022

It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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How To Customer Service Training Customers Customer Service 128

ShepHyken

MARCH 16, 2022

So, manage for the reaction – not the opposite reaction – that you want to happen, which is to get the customer to say, “ I’ll be back.” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

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Customer Service Customer Service Training Customers Customer Experience 120