ShepHyken

NOVEMBER 7, 2023

Customers don’t consciously realize it, but the first time they do business with you, they have uncertainty. A good customer experience creates trust. Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. In short, they like the way you make them feel.

Policies 95

Policies Meeting Customer Service Training Customers 95

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 by Pam Hughes.

Customer Service 144

Customer Service Loyalty Programs Chatbots Loyalty 144

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

NOVEMBER 2, 2016

It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. Loyalty is an emotion. Satisfactory is a rating.

Loyalty 48

Loyalty Loyalty Programs Lifetime Customer Customer Service Training 48

ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

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. Yet so much data and research from others claim that personalization is more important than ever. Well, it is!

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. Excellent client retention and loyalty are the most accurate markers of success.” With over 1.75

e-support 95

e-support Net Promoter Score Training Tips 95

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 66

Customer Service Loyalty Programs Contact Center Financial 66

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Strategy 230

Strategy Customer Experience How To Effort Score 230

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. Customer experience is really, at its core, a uniquely positive idea. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 14, 2022

The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire. MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

JUNE 28, 2021

(Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. and loyalty.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

ShepHyken

MARCH 18, 2024

Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. And beyond loyalty is a brand fan. My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. I love repeat business. The next step is loyal repeat business.

Customer Service 79

Customer Service Government Employee Experience Video 79

ShepHyken

MAY 9, 2022

Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? CMSWire) In design thinking, we use research and data to understand how the customer experiences the journey — and we empathize with the customer’s feelings at every step, paying close attention to these moments that matter. by Michael Manfredo.

Customer Service 67

Customer Service Tips e-support Loyalty 67

TechSee

JUNE 16, 2022

He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

MARCH 2, 2020

Marketing guru, Stan Phelps, shares some data from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report that might make you believe that it’s true. Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. The new guest-centric look of loyalty for hotels by Mitra Sorrells.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

DECEMBER 24, 2018

How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers. And one of the most valuable of these is customer data. by Jeremy Watkin.

e-support 88

e-support Customer Service Loyalty Data 88

ShepHyken

FEBRUARY 28, 2022

As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Consider how “warm” you are with your customers. can be summed up with the idea of you and your customers warming up to each other. How to Enhance Customer Loyalty: 6 Tips to Make Loyalty Great Again by Julia Morrissey.

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

ShepHyken

MAY 3, 2021

Tip number three is all about customer service. In the end, it’s all about a better CX, starting with the moment the customer even thinks they want to buy whatever it is that you sell. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Follow on Twitter: @Hyken.

Customer Service 108

Customer Service Entertainment ROI Retail 108

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. 15 Ways To Leverage AI In Customer Service by Forbes Business Council. Follow on Twitter: @Hyken.

Customer Service 102

Customer Service Contact Center Customer Retention Poor Customer Service 102

ShepHyken

MARCH 22, 2021

Consistency creates confidence, which turns into repeat business – and maybe even loyalty. 4 Best practices for leaders to add to their customer experience (CX) strategy in 2021 by Adrian Swinscoe. 4 Ways to Deliver a Transcendent Customer Experience to Employees by Ram Chakravarti. That’s my take, now learn from Dan Gingiss.

Customer Service 135

Customer Service Employee Experience Customer Service Training Strategy 135

ShepHyken

JANUARY 31, 2022

Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

JANUARY 15, 2023

Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. Here are five charts on how to up your loyalty game. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. Customer experience is ‘tipping point’ for choosing a brand by Marianne Wilson.

Customer Service 85

Customer Service Loyalty Tips Conference 85

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.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MARCH 24, 2021

A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. Today’s lesson is about the exciting topic of measurement and data. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. You know it is!

Measurement 151

Measurement Net Promoter Score Effort Score Customer Satisfaction 151

ShepHyken

OCTOBER 29, 2018

My Comment: Data is worthless if you don’t do anything with it. I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. Using the data properly will contribute to your organization’s growth and bottom line. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay.

Net Promoter Score 103

Net Promoter Score Customer Service NPS Customer Satisfaction 103

CSM Magazine

AUGUST 23, 2022

Providing a remarkable customer experience regardless of the industry will provide future growth opportunities for your business. The ROI Value In Better Customer Service. It doesn’t matter the industry; the better relationships you can build with clients and customers, the greater retention and repeat business you’ll muster.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. My Comment: It often surprises me that more companies don’t focus on customer service, customer experience, and customer engagement.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

ShepHyken

DECEMBER 21, 2020

This time it’s Stich Fix, showing us four ways we can improve the customer experience. 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. Nothing fancy here.

Customer Service 154

Customer Service Airlines Tips Customer Service Strategies 154

ShepHyken

MARCH 30, 2020

4 Strategies to Gain Customer Loyalty Through Cost Savings by Chalmers Brown. CustomerThink) It’s imperative now, more than ever, to decrease costs for your customers during this crisis. Don’t cut in places that become obvious to the customer in the form of a negative experience. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Loyalty Tips Customer Service Training 80

ShepHyken

APRIL 20, 2020

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. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

MAY 3, 2021

Tip number three is all about customer service. In the end, it’s all about a better CX, starting with the moment the customer even thinks they want to buy whatever it is that you sell. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Follow on Twitter: @Hyken.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

JUNE 20, 2016

Use Emojis and Other Tips to Make Customer Service More Personal by Dianna Labrien. TechCo) Even when conducted online, customer service should always have a personal touch. Here are six ideas that will make customer service both more personal and engaging. The concept of desire is loyalty on steroids.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78