ShepHyken

FEBRUARY 18, 2024

I also like the tips and tactics the author shares to master both. 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. Seriously, there are good tips.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Customer Service 109

Customer Service Entertainment ROI Retail 109

ShepHyken

FEBRUARY 28, 2023

Be Easy to Connect With – Do you make it easy for your customers to connect with you? It is an online retailer that wants you to buy from its website. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. For example, I’m always impressed with Zappos.com.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. by Stephanie Falkner.

Customer Service 131

Customer Service Effort Score e-support Chatbots 131

ShepHyken

NOVEMBER 22, 2021

This article shares some simple ways to improve the customer experience. 15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. My Comment: Here’s another list that includes 15 more tips to improve CX. There is no way to know what a customer is thinking if you don’t interact with them.

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. My Comment: For those in the retail business, this is an article for you. Curbside pickup and BOPIS (Buy Online and Pickup In-Store) were used by a small percentage of customers. Follow on Twitter: @Hyken.

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

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. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 150

Customer Service B2C B2B Customer Retention 150

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”. Well, that’s a good question.

Customer Service 84

Customer Service Chatbots Retail B2C 84

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

NOVEMBER 8, 2021

100 Totally Wacky & Weird Questions People Ask Retailers That Catch Them Off Guard—And Probably Make You Giggle, Too! Here are 100 of the strangest things retailers have been asked by customers. Customer feedback can also help you know exactly what you should do to improve your brand and conversion rate.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. Follow on Twitter: @Hyken.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

CSM Magazine

JUNE 8, 2023

I keep wondering if customers have given up on demanding better service or if this is the new normal in customer service. Most owners of businesses believe they already have great service. I went to a retailer last week that services swimming pool cleaners. Move up and believe in yourself.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

ShepHyken

DECEMBER 21, 2020

Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry. Business2Community) Stitch Fix listens to its customers and adapts to our modern digital lifestyles. 10 Holiday Sales & Marketing Tips for Small Businesses to Finish 2020 Strong by Gaetano DiNardi.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

APRIL 12, 2021

When you read it, consider how little breakthroughs can enhance the customer experience. How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell. So it stands to reason that the experience, for even our most loyal customers, may have changed. Interesting idea. You may call it common sense.

Competitive Advantage 80

Competitive Advantage Customer Service Tips Culture 80

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” Connect with Shep on LinkedIn.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. is an excellent way to do so. As you read this article, keep that in mind.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

FEBRUARY 16, 2020

10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Here are 10 examples of best practices that represent the state of the art in retail CX. My Comment: Don’t be fooled by the word “Retail” in the title. How to Run a Successful Customer Advisory Board Program: 5 Proven Tips by Rob Jensen.

Customer Service 128

Customer Service Customer Journeys B2B Retail 128

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. Why is customer service training so important? by Flow XO. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc., He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

APRIL 18, 2022

Product Drops Not Price Drops: Attracting Full-Price Customers In The Face Of Inflation by Dan Wallace-Brewster. Forbes) It’s easy for retail professionals to look at global, political and economic trends and say inflation is out of control and overgeneralize shopper behavior. RETHINK Retail) Looking for fresh retail perspectives?

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JUNE 11, 2023

Four Tips for Keeping Your Employees Happy by Retail Technology Innovation Hub (Retail Technology Innovation Hub) Having happy employees brings a business many benefits, and it ensures that you’re not going to have a high employee turnover. The author states right up front that “CX isn’t a one-time deal…” I agree.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

MARCH 29, 2021

How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry. Sharpen) Here are some of the ways Disney knocks it out of the park – and then some – in providing excellent customer service. Plus, we give you some practical tips on how you can model your CX after Disney.

Customer Service 77

Customer Service Competitive Advantage Retail Employee Experience 77

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. Testimonials and customer reviews are powerful.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. 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

ShepHyken

JUNE 17, 2018

5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. If you want customers, complaints are complimentary. My Comment: While this article has a retail focus, there is something here for every business.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. How companies can elevate the digital customer experience by Tereza Litsa.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

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

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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 five ways they do it.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

ShepHyken

OCTOBER 26, 2020

Even if you’re not in retail, it’s important to understand basic consumer behavior, as more and more it crosses over into the B2B world. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta. There’s plenty of other retailers (beyond grocery) that have kept their ratings high.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

NOVEMBER 30, 2020

4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind. To that end, we’ve put together these 4 tips to help get everyone on the same page.

Customer Service 84

Customer Service Ecommerce B2C B2B 84

ShepHyken

JUNE 6, 2022

(Forbes) 15 Forbes Business Council members shared some foolproof methods businesses can use to persuade customers to purchase products again. Below are their tried-and-true tips to get customers interested and hold their attention. Inflation Is Impacting the Customer Experience: Here’s What to Do About It by Jim Katzman.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

MAY 10, 2023

Routinely sharing examples helps employees recognize their opportunities to delight their customers. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy. Even though the employees at Nordstrom aren’t breaking the rules, the customer feels as if they are going above and beyond.

How To 64

How To Policies Customer Service Training Training 64

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Here are ten experts weighing in with their tips and ideas on how to humanize the digital experience. 2021 and Beyond Loyalty Strategy by Retail TouchPoints.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

FEBRUARY 22, 2021

(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. Read on to learn about tips and tricks, and that will help you do the same. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc.,

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

ShepHyken

NOVEMBER 18, 2019

Set customer service agents up for success as Black Friday approaches by Paul Selby. While many companies may feel ready, take a moment to review these tips for how to take some strain off customer service agents and make the holiday period less stressful for all. How do you make customers feel?

Customer Service 73

Customer Service Ecommerce Retail Tips 73

ShepHyken

NOVEMBER 14, 2022

Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. 14 CMOs, business executives, and owners share their best tips for connecting with customers on Salesforce Plus, a show hosted by Sarah Franklin. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70