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. My Comment: I hear it over and over again from B2B leadership.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Bill Quiseng

JANUARY 10, 2022

This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business. When we create a great experience for people as much as we do for customers, we will earn the loyalty of both.

Leadership 167

Leadership Culture Loyalty Engagement 167

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Usually, the leadership thinks they are much better than they are.

Customer Service 93

Customer Service Retail Loyalty Study 93

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Then do it all over again.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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. You can read more about Karen at the end of her post.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I love repeat business.

Customer Service 79

Customer Service Government Employee Experience Video 79

ShepHyken

FEBRUARY 3, 2020

6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Digital Doughnut) As someone whose job it is to keep a watchful eye on what’s happening in customer loyalty, I’ve compiled this list of essential trends to keep in mind this year. Who doesn’t want customer loyalty?

Customer Service 116

Customer Service Infographics Trends Entertainment 116

ShepHyken

AUGUST 2, 2021

But it’s also the latest, even seemingly insignificant interaction you had with a customer. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. What Does Customer Loyalty Mean For Your Business? Okay, not a surprise anymore.

Customer Service 91

Customer Service Hospitality Ecommerce Loyalty 91

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Global perspectives on service research priorities for 2015. Carey School of Business.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

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

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?

Social Media 92

Social Media Customer Service Guidelines Loyalty 92

ShepHyken

AUGUST 17, 2020

Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. What COVID-19 Did to Customer Loyalty by Caroline Jansen. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

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? So, get back to basics and read on!

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MAY 4, 2020

” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be. How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy.

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

NOVEMBER 30, 2020

(CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc.

Customer Service 83

Customer Service Ecommerce B2C B2B 83

ShepHyken

OCTOBER 19, 2016

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. The post Customer Loyalty Lessons from Mama Louise appeared first on Shep Hyken.

Loyalty 48

Loyalty Customer Service Training Customers Customer Service 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JUNE 11, 2018

Create great customer events. Customer Loyalty is Not the Same as Repeat Business by Joseph Michelli . Joseph Michelli) Given the confusion that abounds between loyalty and repeat business, I thought I would share a couple of nuances that I hope will prove conceptually helpful. Deliver relevant and valuable content.

Customer Service 77

Customer Service Loyalty Tips Customer Service Training 77

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

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. My Comment: I like most articles that cover the corporate culture and customer experience.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 25, 2019

A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. Follow on Twitter: @Hyken.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service? Why Customer Support and Loyalty Initiatives are Worth the Investment by Josh Brown.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

JULY 17, 2023

by Jeannie Walters (Experience Investigators) Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

MARCH 19, 2018

The Three Cs of Customer Satisfaction: Consistency, consistency, Consistency by Alfonso Pulido. McKinsey&Company) It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it’s difficult to get right and requires top-leadership attention. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Infographics Case Study Loyalty 81

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., I recognize that they all have good leadership. And, have your customers saying, “I’ll be back!” . So there you have it. Follow on Twitter: @Hyken.

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

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

JUNE 17, 2019

My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through. Here are three ideas for leadership to consider when working on building and maintaining their CX goals. Why Giving Back Increases Brand Loyalty by Nikki Carlson. It also takes a CX-focused culture.

Customer Service 108

Customer Service Call Center Feedback Culture 108

ShepHyken

MARCH 30, 2020

That is the case with our first Top Five article, with a focus on leadership skills through difficult times, although I’d argue those are good skills for the “good times” as well. 4 Strategies to Gain Customer Loyalty Through Cost Savings by Chalmers Brown. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Loyalty Tips Customer Service Training 80

ShepHyken

JUNE 10, 2019

What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding. Fast Company) Boeing’s public response to the 737 Max crashes provide a case study for what businesses should and shouldn’t do, argues this customer service expert. Follow on Twitter: @Hyken.

Customer Service 110

Customer Service Survey Case Study Training 110

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Smartphones are the Secret Weapon by Ken Kunz. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

MAY 30, 2016

(LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. My Comment: Who’s in charge of customer service and experience? Customer service and experience are becoming the most important way to compete.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72