ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. Here are my top five picks from last week.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. How to Make Loyalty a New Business Line for your Brand?

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. The exchange is straightforward: customers get benefits; the brand gets loyal customers. So, imagine if you combined the two: a good loyalty/ incentive program (points, perks, etc.)

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 139

Customer Service Rewards Programs B2B Loyalty Programs 139

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail?

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

CSM Magazine

JUNE 30, 2022

As an online business owner, you know that providing great customer service is essential to your success. After all, happy customers are more likely to return and make additional purchases. In this article, we will discuss some of the best ways to provide excellent customer service for your e-commerce store.

Customer Service 52

Customer Service Self Service Ecommerce Loyalty Programs 52

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 146

Customer Service Self Service eBook Loyalty Programs 146

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

CSM Magazine

JUNE 27, 2023

While there are plenty of ways to improve loyalty, one of the easiest and most successful is ensuring your customer service delivers the best possible experience. Keep reading for helpful tips on improving your customer service that will create loyalty.

Loyalty 52

Loyalty Customer Service Loyalty Programs Customers 52

ShepHyken

DECEMBER 11, 2023

Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue.

Customer Centricity 84

Customer Centricity Culture Tips Loyalty Programs 84

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer. (CEO

Chatbots 92

Chatbots Loyalty Programs Customer Service Return on Investment 92

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Customer Service 94

Customer Service Loyalty Programs Loyalty Rewards Programs 94

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. My Comment: Most loyalty programs are really marketing programs.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

CSM Magazine

JANUARY 2, 2024

In the highly competitive casino world, exceptional customer service is crucial for attracting and retaining high-value customers. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends. Here is how customer service influences user satisfaction and loyalty.

Omni-Channel 52

Omni-Channel Analytics Data Customer Service 52

CSM Magazine

OCTOBER 18, 2021

A company’s customer service is at the core of its success. You may have the best products in the world, but if your customers are not happy with the service they are getting from you, they will look elsewhere. Loyalty Programs. Trained Staff. Good Experiences. Gathering Data.

Customer Service 52

Customer Service Tips Loyalty Programs Fashion 52

Steve DiGioia

MAY 1, 2023

Great Service Can Be Expensive Providing excellent service requires a significant investment of time and resources. To cultivate customer loyalty, businesses should focus on creating a comprehensive and holistic experience that goes beyond just good service.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162