ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

Customer Service 157

Customer Service Net Promoter Score Self Service Knowledge Base 157

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? Both are self-service options, but what’s more effective? by Tracey Ruff.

Self Service 129

Self Service Customer Service Customer Journeys B2B 129

ShepHyken

MAY 15, 2023

Authenticity turns into trust, which is essential for repeat business and loyalty. Here you will find four ideas: showing humanity, keeping customers informed, creating a customer-first experience, and connecting emotionally. Can AI Deliver A Customer Experience Like A Grandmother Would? Connect with Shep on LinkedIn.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

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 149

Customer Service Self Service eBook Loyalty Programs 149

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. 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 61

Customer Service Self Service Trends Loyalty Programs 61

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

Comm100

FEBRUARY 23, 2021

Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Accessible, up to date self-service options are vital for businesses, large or small.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Call Experts

FEBRUARY 17, 2022

It’s not something that happens organically; it’s a carefully developed process that starts with creating an exceptional experience for customers and ends with customer loyalty. To be an exceptional customer service professional, you need to master many skills. Self-service, not “no service.”

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Self Service 48

Self Service Social Media Customer Service Fashion 48

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 106

Customer Service Self Service Tips Guidelines 106

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 68

Self Service Customer Service Chatbots Customer Care 68

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

OCTOBER 11, 2021

My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.),

Customer Service 74

Customer Service Hospitality Rewards Programs Self Service 74

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. Here are ten ways to move your customers toward being loyal.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

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. Remember… a good CX can be some of your best marketing!

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

JANUARY 22, 2023

Next is my commentary on self-service and convenience, featuring findings from our customer service research. How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

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. Self-Service. How can you do that? I can teach you. They are: 1.

Self Service 81

Self Service Industry Banking Video 81

ShepHyken

JUNE 4, 2021

As one can understand from the term, first-call resolution (FCR) indicates the potential of an organization to resolve their customers’ queries in the first call itself, dropping the necessity for the customers to make a second call for the same query. FCR helps in determining customer satisfaction (CSAT).

First Call Resolution 82

First Call Resolution System Self Service Management 82

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Customer Journeys 82

Customer Journeys Customer Service e-support Self Service 82

ShepHyken

MARCH 21, 2022

(The Wise Marketer) Customer satisfaction is affected by all brand touchpoints, from first impressions to customer service, and impacts customer loyalty. And today, meeting the bare minimum customer service expectations will not make the cut. Follow on Twitter: @Hyken.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Effort Score 105

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 105

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. Here are ten ways to move your customers toward being loyal.

Customer Service 62

Customer Service Self Service Competitive Advantage Loyalty 62

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. Self Service – Put control in the customer’s hands.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

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

Steve DiGioia

MAY 17, 2021

Customer Service Acronyms You Need to Know. The internet has heightened expectations of self-service and responsiveness. And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences. Use the G.U.E.S.T.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP! My Comment: Technology is changing the way we deliver customer service and support. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

MAY 30, 2016

The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? More and more customers are accepting and actually hoping for self-service solutions and other types of automation.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. Plus, self-service is available 24/7.

Social Media 88

Social Media Self Service Customer Service Marketing 88

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Columnist Mike Sands explains how a customer identity solution can help. That is far from the truth.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. One of the leading trends in customer service is a much stronger emphasis on visual support methods. Technology NPS Benchmarks by CustomerGauge.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. ” Customers want access to a quick solution. That could be with a live support agent, a self-service solution, instant chat, etc.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Columnist Mike Sands explains how a customer identity solution can help. That is far from the truth.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

JANUARY 23, 2023

Next is my commentary on self-service and convenience, featuring findings from our customer service research. How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. It’s a win-win.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

OCTOBER 16, 2023

McKinsey believes that customer experience (CX) is one of the most powerful uses of this technology. Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. How Do Your Customers Experience Your Company Culture?

Customer Service 13

Customer Service Self Service Customer Centricity Culture 13

ShepHyken

AUGUST 14, 2023

Here’s Everything You Need To Know About Customer Retention by Aryan Jakhar (Inc42) Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12