ShepHyken

DECEMBER 17, 2023

It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. and amazing customer service.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

FEBRUARY 25, 2024

Creating customers who will advocate and evangelize your brand can be your best marketing. This short article hits some of the high points of why creating obsessed customers is a good strategy. This short article hits some of the high points of why creating obsessed customers is a good strategy.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

FEBRUARY 18, 2024

While subscription models play a role, a crucial strategy involves identifying customer interests. My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

Customer Service 155

Customer Service Guest Experience Loyalty Programs Hospitality 155

ShepHyken

DECEMBER 26, 2022

13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy. Forbes) In business, growth is generally associated with acquiring new customers. However, focusing solely on prospective customers can lead to excessive cash burn, which can rapidly jeopardize a company’s financial situation.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

JUNE 6, 2022

And when an expert at John’s level shares commentary on one of the most iconic brands in the service and CX world, we have to pay attention. 15 Foolproof Strategies For Encouraging Repeat Purchases by Forbes Business Council. The first tip reminded me of a strategy where customers send in videos about how they use products.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

Rewards Programs 79

Rewards Programs Customer Service Loyalty Programs Loyalty 79

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 Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

DECEMBER 28, 2020

Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. The author also shares a few ideas on a gifting reward strategy. It Starts at the Top!

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

Customer Service 64

Customer Service Contact Center Average Handle Time Customer Service Strategies 64

ShepHyken

JANUARY 10, 2022

Second, it’s good customer service to appropriately upsell or cross-sell existing customers. For years I’ve preached that not upselling when it’s right for the customer, is bad customer service. 12 Strategies Businesses Can Use to Show Appreciation for Their Customers by Rolling Stone Culture Council.

Customer Service 74

Customer Service Loyalty Programs Loyalty Sales 74

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 145

Customer Service Self Service eBook Loyalty Programs 145

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. Chatbots, generative AI, data privacy, and more are covered in this excellent article.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

NOVEMBER 14, 2022

Even if you’re in a big company, I bet there is something you’ll learn from these ideas and strategies.) Loyalty and repeat customers are up for grabs. Companies are struggling, and if they don’t manage the problems well, customers notice. My Comment: I’m a big fan of reducing customer effort and eliminating friction.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

ShepHyken

FEBRUARY 1, 2021

Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. 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. Follow on Twitter: @Hyken.

Customer Service 138

Customer Service Rewards Programs B2B Loyalty Programs 138

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. Washington University in St.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

MARCH 5, 2018

We can learn a lot from good and bad service. The Six Cs of Loyalty Program Marketing by Rick Boubelik. My Comment: Want to know some sure-fire ways to create a successful customer loyalty program? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Learn from 8 well-known marketing professionals.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

NOVEMBER 27, 2017

My Comment: I’ve always believed that “giving back” is part of a customer service and CX strategy. Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

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.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

JUNE 20, 2016

Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity. That is a big promise to make.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

FEBRUARY 24, 2020

(Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience? Follow on Twitter: @Hyken.

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

ShepHyken

MAY 4, 2020

How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Insane Growth) Shifting your focus to customer loyalty may seem complicated, but in this blog post, we’ve compiled the best resources to help you understand its importance and find ways to make your customers loyal too.

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

MARCH 31, 2018

For example, Starbucks has an app that drives their loyalty program by rewarding frequent visits and giving incentives for customers to come back more often. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

OCTOBER 11, 2021

There are some interesting stats and facts that prove how important some of these programs are. It’s important to note that these loyalty programs aren’t making customers loyal, but they are making them come back. My Comment: We now move into one of my favorite topics, creating the right customer-focused culture.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

ShepHyken

AUGUST 23, 2021

This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. My Comment: I love the concept of loyalty programs. However, there is a difference between a loyalty program and a marketing program. Just kidding!

Customer Service 17

Customer Service Customer Service Training Loyalty Programs Loyalty 17

ShepHyken

JUNE 20, 2022

In other words, give them a customer journey that makes them come back for more. Let Your Brand Strategy Be Your Superpower by Julie Reeves. All it takes — and I get that this is no small task — is a solid brand strategy. My Comment: Brand strategy and CX strategy go hand in hand. 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

APRIL 29, 2019

And, when that trusted employee is empathetic and kind to their customers, you have a winning combination. 9 tips to help your website offer the best customer shopping experience by Alma Causey. A digital marketing strategy is absolutely crucial for every brand. Follow on Twitter: @Hyken.

Loyalty Programs 18

Loyalty Programs Customer Service Abandon Rate Loyalty 18

ShepHyken

OCTOBER 10, 2022

Only 20% of customers rate these business leaders’ brands as being truly customer-centric.” That’s a big gap, and the strategy behind it is to “Mind the Gap.” The Secret to Building Brand Devotion is Not a Loyalty Program. Here’s What Customer’s Really Want. by Andrew Reid. They might.

Customer Service 12

Customer Service Customer Centricity Loyalty Programs Loyalty 12

ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. My Comment: Do you want to increase your Customer Lifetime Value? That’s a rhetorical question.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

ShepHyken

JANUARY 23, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

Loyalty Programs 117

Loyalty Programs Customer Service Effort Score Self Service 117