ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

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 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? An app can enhance customer engagement customers, create a personalized experience and influence loyalty. How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky.

Customer Service 112

Customer Service Loyalty Customer Centricity Customer Service Training 112

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing. by Michael Stelzer.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt.

Customer Service 103

Customer Service Self Service Tips Guidelines 103

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Read on for the Five Cs of quality customer service.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. Customers learned new ways of doing business.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

JUNE 17, 2020

You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I have an idea about renewals.

Customer Service Training 152

Customer Service Training Strategy Software Customer Service 152

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. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. A quick read with some important reminders. It drives word-of-mouth referrals.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

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. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. It’s about getting “service” right. Respond to customers faster. Here’s the first one.

Customer Service 76

Customer Service Social Media Call Center Retail 76

ShepHyken

NOVEMBER 29, 2021

Magazine) Employee turnover is always a stressful situation. HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers.

Customer Service 82

Customer Service Chatbots Retail B2C 82

ShepHyken

MAY 7, 2018

.” The Three Types of Brand Consistency that Drive Customer Loyalty by Christina Sanders. Let’s dive into the three types of brand consistency that can boost customer loyalty. My Comment: What drives loyalty? Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

Customer Service 71

Customer Service Tips Fashion Call Center 71

ShepHyken

MAY 15, 2017

And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

APRIL 10, 2023

This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience. Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

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

JULY 18, 2016

Some very funny, but at the same time very serious, customer service quotes. Customer Loyalty: Obligation or Happy Marriage? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. b y Jeanette McMurtry. For information contact or www.hyken.com.

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. However, when done right, it can be an effective communication tool to gain new clients and customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. Quite a bit.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13

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. There’s something here for every company, from small to large.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

ShepHyken

AUGUST 20, 2018

My new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , can guide you and help you come up with ideas to create more convenience for your customers. How can you do that? I can teach you. Follow on Twitter: @Hyken.

Self Service 80

Self Service Industry Banking Video 80

ShepHyken

NOVEMBER 21, 2022

Points Are Just the Starting Point: What Loyalty Means Today by Stephanie Meltzer-Paul. The shift to digital has fundamentally changed the conversation around brand loyalty from both sides of the equation. My Comment: Loyalty programs are typically about points and perks. Should You Break Up with Some of Your Customers?

Customer Service 13

Customer Service Net Promoter Score Government NPS 13

ShepHyken

APRIL 16, 2023

A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities. Loyalty and trust will always be important factors in the average customer’s buying decisions.

Customer Service 9

Customer Service Tips Loyalty Employee Experience 9

ShepHyken

FEBRUARY 7, 2022

9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

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. Create an emotional connection with your customers by creating special offers and promotions, turning repeat customers into avid fans.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

MARCH 5, 2023

That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. That’s a rhetorical question. Who doesn’t?

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

CSM Magazine

DECEMBER 2, 2022

When an employee greets loyal customers by using their names, it makes those customers feel valued and increases their loyalty to your business. John Tschohl is the founder and president of the Service Quality Institute—the global leader in customer service—with operations in more than 40 countries.

Competitive Advantage 52

Competitive Advantage Airlines Training Customer Service Training 52

CSM Magazine

DECEMBER 30, 2016

It should be well understood from everyone involved, bottom line, the customer comes first. Training happens every day. At most companies, training takes place the first few days on the job. At companies with the highest rated customer service, training is ongoing. There is always room to learn and grow.

Customer Service 69

Customer Service Customer Service Representative Loyalty Customer Service Training 69

ShepHyken

SEPTEMBER 6, 2021

The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Regularly Evaluate Customer Service.

Leadership 59

Leadership Customer Service Strategy How To 59