ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? This dynamic relationship, often influenced by a CSAT platform , can significantly shape the outcome So today, let’s look at the human side of strategy: How does employee engagement impact customer satisfaction , and how can you benefit from this interaction?

Employee Engagement 52

Employee Engagement Customer Satisfaction Engagement Loyalty 52

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Engaging offers and new products. My Comment: You will want to read this article if you own a restaurant and have a loyalty program.

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Relationship Marketing Strategies.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

NOVEMBER 14, 2023

One way to get more engagement and productivity out of employees is to recognize and appreciate their individuality and make it part of their jobs. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

ShepHyken

DECEMBER 26, 2023

Be flexible in your thinking when it comes to taking care of customers.  Be more engaged – Your customers want to feel that you’re focusing on them. Consistency creates confidence, and confidence can lead to customer loyalty. In most instances, the word guidelines are better than rules. You know where you want to go.

Customer Service 157

Customer Service Tips Guidelines Policies 157

BirdEye

APRIL 25, 2023

Do you want to reach out and engage with potential customers in your area? Loyalty incentives programs 15. Host seminars and workshops 18. Make it relevant and user-friendly with convenient ways for browsing so customers engage with it. Share engaging, localized content, and interact with followers to build relationships.

Social Media 98

Social Media How To Advertising Sports 98

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

LoyaltyPlus

NOVEMBER 10, 2020

Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed? As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. Everything. Sound interesting?

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Do your customers know you care about them?

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. This means communicating often and earnestly. Share what is next as you improve the journey!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Primarily, because your story falls short of creating engaging employee and customer experiences. Develop a story connection strategy to engage and connect employees and clients to the stories you tell. Yet, this strategy is underutilized.

Connections 66

Connections Strategy Engagement Conference 66

ShepHyken

JANUARY 1, 2024

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.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And the first notification of these gaps are – yup you guessed it – “uncovered” during periodic customer satisfaction, experience and loyalty surveys. Do you have a customer retention scorecard? You know what I am talking about.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

CloudCherry

JULY 23, 2019

You’ve completed an energizing workshop and designed a powerful journey map visual. You’ll need to engage stakeholders from across the business, even people whose functions don’t directly touch customers. New regulations can impact how you do business and how customers engage with you. What’s next?

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

Retently

MARCH 11, 2024

Attendee engagement : They signal to attendees that their opinions are valued, building a sense of community and loyalty to your brand. Was the material engaging for your audience? This aspect of your survey helps you understand the depth of your event’s impact on attendees’ knowledge and engagement.

Survey 127

Survey Analysis Feedback Effort Score 127

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

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

How To 131

How To Video Social Media Training 131

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. My Comment: Lately, I seem to be attracted to articles on loyalty programs. It’s nice to see this idea again.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers?

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. A fulfilled employee is more engaged at work and with your customers. I love repeat business. The next step is loyal repeat business.

Customer Service 80

Customer Service Government Employee Experience Video 80

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article. What an honor.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

AUGUST 28, 2023

” So, why do too many leaders continue to focus on customer satisfaction as a measure of customer affinity, even loyalty? This short article emphasizes that with several strategies, one of which is worth highlighting, which is to understand the journey your customer takes to loyalty. Satisfactory isn’t enough.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ReviewTrackers

MARCH 24, 2021

Therefore, to improve customer retention in banking, organizations must focus on becoming more customer-centric — and delivering experiences that wow, delight, and inspire loyalty. Staying engaged and in regular communication with your banking customers beyond their branch visits can make a big impact on your customer retention efforts.

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

ShepHyken

JULY 31, 2023

Embrace Multi-Sensory Customer Experience, Just Like Corona Does by Justin Racine (CMSWire) Embrace the power of multi-sensory customer engagement, and let your brand journey take your customers on an unforgettable exploration, forging a lasting and meaningful connection. Beyond that, there are six more from some excellent guests.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

SurveySensum

JANUARY 26, 2024

The customer journey is dynamic and multifaceted, encompassing stages from awareness and consideration to purchase and post-purchase engagement. From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. Both assume that their loyalty is a privilege and an earned reward, respectively.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

One Millimeter Mindset

JULY 3, 2018

Enjoy these top 5 collaborative workforce innovation and engagement picks from readers. Start moving one millimeter forward, towards Collaborative Workplace Innovation and Engagement, today! Engage me to speak or conduct an interactive workshop at your next corporate or association event. What are you waiting for?

Innovation 44

Innovation Engagement Roadmap Customer Retention 44

Experience Investigators by 360Connext

FEBRUARY 9, 2021

70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. Workshops and training for both employees in general and for specific groups. Increased loyalty means more spending, more referrals and more positive word-of-mouth marketing.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. You can attend sessions and workshops where you will learn more about the importance of machine learning and AI in CX.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96