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 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

FEBRUARY 4, 2024

There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer. But in 2023, these six retailers and brands set new standards of what loyalty can be. When done well, they foster repeat business.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 by Pam Hughes.

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Customer Service Benchmark Report – 2021 by Hiver. My Comment: Here is an excellent benchmark report from Hiver.

Customer Service 145

Customer Service Social Media Report Culture 145

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 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back. How to Make Loyalty a New Business Line for your Brand? And here’s another term to consider: generative loyalty.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

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. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 94

Customer Service Retail Loyalty Study 94

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. First, I disagree that these programs create true loyalty. There are plenty of great ideas.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

TechSee

JUNE 16, 2022

He is an experienced digital content, brand development, experience design and research leader committed to uncovering opportunities for amplifying market share, profitability and customer satisfaction in organizations of all sizes. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JULY 31, 2023

7 Things I’ve Learnt Since Launching the Business of Customer Love Podcast by Simeon Atkins (Mention Me) Just because I have a loyalty card for the local coffee shop, doesn’t mean I wouldn’t drop them for a new one that’s just opened up down the road which has an even more appealing offer to entice me. That’s a great start.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

JANUARY 31, 2022

Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

SEPTEMBER 4, 2023

Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp? It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

SEPTEMBER 26, 2022

The goal is to make the customer feel special with what seems like personalized messages and special access to information that is intriguing enough to get customers to stay or come back. The Customer is King – So Treat Him That Way! Tips for Better Customer Service by Report Door. Enjoy this list!

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

OCTOBER 11, 2021

(TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. My Comment: Is customer service getting better? What’s interesting is that the Champions category more than doubled from 6% to 14%, which tells me more companies see the benefit of customer experience. by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

JULY 22, 2019

My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. If you’re not already strong in the area of social customer care, this article will help you get started. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

OCTOBER 26, 2020

Brand loyalty is changing due to the pandemic by Chris Morris. My Comment: Creating brand loyalty is more important than ever. And COVID-19 changed the way customers buy along with their logic in what they buy. And COVID-19 changed the way customers buy along with their logic in what they buy. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

JANUARY 15, 2023

Here’s a good list that predicts personalization will continue to drive customer loyalty. Customers love it when you know and understand them. The other trend I pulled from this makes me very happy: Customer service becomes a top priority. (I What brings customers back? I thought it already was!)

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

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

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

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. You get an amazing report.

Customer Service 139

Customer Service Rewards Programs B2B Loyalty Programs 139

ShepHyken

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. 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? Or, is it the experience?

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

DECEMBER 13, 2021

(Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” My Comment: What retailers get top marks for delivering great customer service? Respond to customers faster.

Customer Service 77

Customer Service Social Media Call Center Retail 77

ShepHyken

FEBRUARY 22, 2021

Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. 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. .”

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

MAY 23, 2018

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! Customers want and expect more than ever before – because that’s what we have we taught them.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

NOVEMBER 1, 2020

All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. You can’t automate your relationship with a customer.

Customer Service 104

Customer Service Self Service Tips Guidelines 104

Stella Connect

JANUARY 28, 2022

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

JULY 26, 2021

Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin.

Customer Service 103

Customer Service Contact Center Customer Retention Poor Customer Service 103

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? This is a short synopsis of the report with some very interesting stats and facts.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

DECEMBER 21, 2020

(ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155