ShepHyken

FEBRUARY 1, 2021

(PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Customer Service Rewards Programs B2B Loyalty Programs 138

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. And there are nine more!

Customer Service 145

Customer Service Self Service eBook Loyalty Programs 145

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty.

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Net Promoter Score Loyalty Programs Customer Service Chatbots 88

Comm100

OCTOBER 8, 2016

Mapping out your customer journey can also help you identify what aspects of your brand speak most clearly to current customers. Loyalty Programs. Customers love being rewarded for spending with you—it confirms that you prefer their specific business to the extra dollar you might otherwise earn.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

OCTOBER 1, 2023

Why you need an exceptional customer service strategy (and how to develop one) by Ronnie Gomez (Sprout Social) In this article, we’ll go over a step-by-step breakdown of how to develop a customer service strategy that’s both memorable and efficient. There is nothing wrong with that! is an excellent way to do so.

Customer Service 64

Customer Service Contact Center Average Handle Time Customer Service Strategies 64

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.”

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. The author of this article shares an example of the “Just Be Nice!” 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Customer Service Life) You sense an energy shift.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

ShepHyken

JULY 15, 2019

My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Yes, the retail to consumer industry is full of great examples of brands seizing the opportunity to win over customers with a superior CX, but B2B companies can do the same.

Customer Service 106

Customer Service B2B Loyalty B2C 106

ShepHyken

AUGUST 8, 2016

(TypeForm) Customers may not betray you like Anakin, but when your best customer decides to leave your business for good, wouldn’t it be nice if they told you why? The author uses Star Wars examples and artwork throughout the article to teach concepts and strategies related to NPS (Net Promoter Score). And even if you’re not.)

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

ShepHyken

APRIL 6, 2020

My Comment: I’ve always preached that there are two types of loyalty programs. The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

ShepHyken

JANUARY 22, 2023

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. It also includes some findings on why customers would leave your program.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

FEBRUARY 18, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. My Comment: As long as we’re talking trends for the year, here are three trends that focus on loyalty programs. Retail Customer Experience) With nearly 3.8 Are you willing to recommend the business to a friend?

Customer Service 60

Customer Service Retail Ecommerce Trends 60

ShepHyken

APRIL 17, 2017

The simplest of these programs is the famous punch card where ten purchases get you a discount or free purchase once completed. My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

APRIL 24, 2023

Others are suggesting an amount much larger than what the typical customer is used to. As Inflation Bites, Loyalty Programs Are More Important Than Ever. Here’s How to Create One That’ll Stand the Test of Time by Colleen Murray (Entrepreneur Media) Chances are your loyalty program is failing.

Customer Service 12

Customer Service Loyalty Programs Tips Loyalty 12

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. The author of this article shares an example of the “Just Be Nice!” 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Customer Service Life) You sense an energy shift.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. It’s best described as an example.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

ShepHyken

JUNE 20, 2022

(CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. Consider the example of coffee. Consumers Embracing Premium Loyalty Programs by Retail Customer Experience. Maybe it’s time to start!).

Customer Service 12

Customer Service Loyalty Programs Customer Journeys Loyalty 12

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

MARCH 31, 2018

A great example of a positive customer service experience reaching a broad audience is the story of Joshie , a beloved stuffed animal that a young guest left at the Ritz-Carlton Amelia Island. One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

JANUARY 23, 2023

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. It also includes some findings on why customers would leave your program.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

ShepHyken

SEPTEMBER 19, 2022

The author shares a few ideas and examples on how to deliver on all four of these foundational loyalty strategies. The ‘invisible’ Future of Customer Experiences by Elliot Maras. 6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Build trust.

Loyalty Programs 64

Loyalty Programs Customer Service Infographics Chatbots 64