Comm100

AUGUST 29, 2021

Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customer service strategies for engagement. Employers are always looking for unicorn employees, but can you train someone to be a jack of all trades?

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Bill Quiseng

NOVEMBER 15, 2023

This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

CSM Magazine

OCTOBER 25, 2023

Ultimately, a welcoming smile, attentive service, and the ability to interact face-to-face with knowledgeable staff can make a world of difference. An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Comprehensive training is essential for effective customer engagement.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer.

B2C 78

B2C Customer Service Training Hospitality Training 78

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Engaging offers and new products. Heavy adoption by customer base driven by employees actively promoting 4. Ease of use.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

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. What’s Your Training Schedule?

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. All five of this week’s articles are focused on customer loyalty.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

ShepHyken

NOVEMBER 14, 2023

One way to get more engagement and productivity out of employees is to recognize and appreciate their individuality and make it part of their jobs. This corresponds to Emotional Connection on the Customer Hierarchy of Needs. This motivates them to come to work and helps keep them employed with you. Connect with Shep on LinkedIn.

Insurance 150

Insurance Employee Experience Culture Customer Service Training 150

ShepHyken

DECEMBER 26, 2023

Be flexible in your thinking when it comes to taking care of customers.  Be more engaged – Your customers want to feel that you’re focusing on them. Consistency creates confidence, and confidence can lead to customer loyalty. Today’s customers will reach out to you in the most convenient way.

Customer Service 159

Customer Service Tips Guidelines Policies 159

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. Enrollment starts now. Tuition is free.

Customer Care 78

Customer Care Training Customer Service Training Customers 78

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Integrity Solutions

FEBRUARY 15, 2019

Contact center leaders are rightfully worried that the increased focus on AI and technology could be driving their agents even further away from making the kind of human-to-human connections that create long-term loyal customers. We know they’re getting training and being held accountable to meeting minimum activity levels.

Contact Center 78

Contact Center Training Employee Engagement Technology 78

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 131

Customer Service Customer Service Training Customer Retention Training 131

ShepHyken

MARCH 4, 2024

And just as important, is to understand what customer experience is not, which Annette also shares. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” Customers/consumers expect more from the companies and brands they choose to be loyal to. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service B2C B2B Travel 61

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. Mechanically-driven programs are a thing of the past.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

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. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients.

Customer Service 81

Customer Service Government Employee Experience Video 81

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention.

Customer Service 148

Customer Service Self Service eBook Loyalty Programs 148

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

APRIL 17, 2023

Nobody wants to engage with the healthcare system. Quotes: “Good customer service and patient experience make clinical outcomes better.” ” “Train your people to do the right thing for your patients or customers, don’t assume they know.

Healthcare 62

Healthcare Industry Customer Service Customer Service Training 62

Stella Connect

JANUARY 28, 2022

. #2: Reduce customer effort and response times. If there’s one thing we’ve learned from asking consumers what factors matter the most when influencing their purchasing decisions and brand loyalties as part of our Customer Service Trends for 2022 report , it’s that the power of customer service is real.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

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

DECEMBER 28, 2022

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. Customers love working with empowered employees. . Be customer focused.

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

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 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? Diginomica) How do you enrich the customer experience amidst the current turbulence?

Self Service 128

Self Service Customer Service Customer Journeys B2B 128

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Customer Service 66

Customer Service Contact Center Average Handle Time Customer Service Strategies 66

Vonage

OCTOBER 2, 2017

The core values are a trio of direction and motivation: Loyalty: to guests, to the hotel, to each other, to the hotel industry, to Singapore. Define a customer service culture and support it to see great things happen in your business. Your Service” books and founder of UP! Your Service. Used with permission.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

FEBRUARY 1, 2021

9 Ways to Boost Customer Experience and Online Engagement by Shane Phair. TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates.

Customer Service 141

Customer Service Rewards Programs B2B Loyalty Programs 141

ShepHyken

AUGUST 28, 2023

by Chip Bell (Forbes) Research shows that 75% of customers who leave a company to go with a competitor assess their experience of the company they abandoned as “satisfied” or “completely satisfied.” My Comment: I’ve always said there is a big difference between satisfied customers and loyal customers.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

JULY 31, 2023

You’re trying to restore the customer’s confidence to continue doing business with you. The future of customer experience is here, and it’s a multi-sensory approach to better service your customers. This is why organizations have implemented an approach called customer centricity.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

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. That is sometimes enough to keep an ambassador engaged. Bring It All Back to the Mission.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 22, 2021

(Business News Daily) Making sure your customer service team feels empowered to get their work done is critical to their success. If you hire the right people and train them well, then you should eventually feel comfortable about them making the right decisions. The key behind empowerment is to let it happen.

Customer Service 137

Customer Service Employee Experience Customer Service Training Strategy 137