CSM Magazine

JANUARY 15, 2024

Opt for Self-Service Checkouts Self-service checkouts are designed to help customers quickly scan, bag, and pay for their purchases without having to wait in line at a traditional checkout counter. Also, retailers should encourage customers to use self-checkout through incentives, such as loyalty programs.

Wait Times 52

Wait Times Retail Self Service Loyalty Programs 52

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. My Comment: Want to build repeat business and customer loyalty? This article should spark some ideas.

Customer Service 148

Customer Service Self Service eBook Loyalty Programs 148

NICE inContact

AUGUST 1, 2019

Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Up to 30% of their target goal!

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

SurveySensum

NOVEMBER 3, 2023

Here are the 7 trends in customer service of 2024 that are shaping the future of customer service. Trend 1: AI-Powered Customer Service with Human-AI Collaboration You can now get quick customer service that not only resolves your query but also personalizes your experience.

Trends 52

Trends Self Service Customer Service Chatbots 52

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. Finally, what about cutover?

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

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. You will love his opening story about what happened in a well-known, name-brand hotel.

Customer Service 61

Customer Service Self Service Trends Loyalty Programs 61

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. Customer loyalty is the base of customer retention. What is a B2B Customer Loyalty Program? B2B customer loyalty helps expand the customer base and keep repeat customers. Like what you are reading?

Loyalty Programs 10

Loyalty Programs B2B Loyalty Company 10

TechSee

JANUARY 7, 2020

To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs. When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

CSM Magazine

JUNE 30, 2022

Offer self service. Customers should be able to find the answers to their questions without having to contact customer service. Self service will reduce the number of customer service inquiries you receive and free up your team to handle more complex issues. Offer a loyalty program.

Customer Service 52

Customer Service Self Service Ecommerce Loyalty Programs 52

Interactions

SEPTEMBER 8, 2023

It’s fully managed and works well with contact center platforms (both on-premise and cloud-based), CRMs, POS, loyalty programs, and more meaning your existing tech investment is protected (now, that’s what we call a huge win!). Interactions IVA works with your existing technology stack instead of forcing you into another ecosystem.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

ShepHyken

DECEMBER 9, 2022

When a client or customer interacts with your business, the information given to them by an agent or self-service channel needs to align with their expectations. This seems obvious but let’s look at a financial services use case: . Focus on matching your fulfillment journey to your client’s buying behavior  .

Customer Journeys 124

Customer Journeys Brands Sales Contact Center 124

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.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. Note: A higher CRR typically indicates customer loyalty , trust, and a strong value proposition, while a lower one suggests potential churn and the need for enhanced customer engagement and service quality.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

ShepHyken

DECEMBER 6, 2021

And, there’s the strategy of customer loyalty programs. For the right opportunity, chatbots are a great self-service/digital solution. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. And promoting exclusive offers to loyal customers.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

CSM Magazine

JANUARY 10, 2023

It doesn’t matter if you are offering the most attractive bonuses or new games—if customers don’t have a top-notch experience with your service, they won’t come back. From incorporating live chat and replies within 24 hours, to outstanding customer loyalty programs – these ten tips will help ensure excellent player satisfaction.

Tips 52

Tips Self Service Omni-Channel CRM 52

SurveySparrow

AUGUST 14, 2023

A remarkable customer experience is not just a luxury; it’s a powerful tool that drives loyalty, advocacy, and business growth. By delivering exceptional service, you not only foster customer loyalty but also drive customer acquisition through positive word-of-mouth. That’s right! How To Provide a Positive CX?

Tips 52

Tips Customer Experience Self Service Customer Centricity 52

ShepHyken

OCTOBER 11, 2021

The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? What customers don’t want any or all of that? by Max Starkov.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

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

Bold360

APRIL 6, 2017

Your intelligent self-service can and should include touch-points for the Web, mobile devices and messaging channels, and include knowledge management for both customers and employees to get answers at a moment’s interaction. Analytics can track your self-service adoption to make sure you’re getting the results you need. “It

Self Service 63

Self Service Consumers Retail e-support 63

SurveySparrow

AUGUST 14, 2023

Bad customer experiences can have far-reaching consequences, impacting customer loyalty, brand reputation, and ultimately your bottom line. In contrast, bad CX involves hidden fees, unclear terms, and a lack of transparency, which erodes customer trust and loyalty. Empathetic interactions foster customer loyalty.

Omni-Channel 52

Omni-Channel Examples Customer Experience Self Service 52

SurveySensum

AUGUST 24, 2023

Another research by Harvard Business Review on customer experience reveals that customers who fail in their attempt to use self-service options and are forced to pick up the phone to talk to agents are 10% more likely to be disloyal than those who were able to fully resolve their issues in their channel of choice. Frustrating, right?

Self Service 52

Self Service Brands Effort Score Airlines 52

Kustomer

JANUARY 11, 2022

Improved Loyalty. Loyalty is about more than customer retention. It goes beyond repeatedly buying your products or using your services and can elevate a customer to a brand ambassador. It’s also worth looking at implementing loyalty programs for customers who reach this level. Improved Conversion Rates.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Interactions

FEBRUARY 4, 2021

Retail stores with customer loyalty programs that connect across e-commerce and in-store to offer perks and rewards. . Consider implementing advanced Conversational AI technology, like Intelligent Virtual Assistants, so customers feel as supported via self-service channels as they do when interacting with an actual human.

e-support 62

e-support Self Service Touchpoint Loyalty Programs 62

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. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

Think Customers

NOVEMBER 3, 2020

The company was already beginning a shift to digital self-service and more distributed customer support when COVID-19 began to spread. Jamie Lancaster, vice president in Kroger’s Contact Center of Excellence, oversees Kroger’s customer contact center, support center and contact center shared services.

Contact Center 52

Contact Center Self Service Loyalty Programs Brands 52

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. A highly innovative digital self-service solution. Andrew Quake, CEO APAC John Paul. Andrew Quake shared: “ I am delighted to lead John Paul Asia Pacific.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

SurveySensum

JULY 13, 2023

Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business. Touchpoints Post-purchase services, customer support, loyalty programs. To assess the user-friendliness of your loyalty program.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business. Touchpoints Post-purchase services, customer support, loyalty programs. To assess the user-friendliness of your loyalty program.

Retail 52

Retail Survey Tools Customer Experience 52

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service e-support 56

West Monroe

MAY 31, 2019

While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service. Customer Self-Service. Customer intake and on-boarding. Customer outreach and preventive interactions. Personal Financial Management.

Banking 40

Banking Financial Self Service Chatbots 40

CloudCherry

JULY 25, 2018

Iconic firms often deploy “next-generation self-service, loyalty program management, and ‘voice of the customer’ survey analytics.”. Optimizing technology. 60% of Iconic firms believe they have the right mix of automated and live support channels, while only 26% of poor performers feel the same.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

ShepHyken

MARCH 31, 2018

When customers enjoy your content, it can become part of your self-service customer care solution, which we’ll cover in just a bit. For example, Starbucks has an app that drives their loyalty program by rewarding frequent visits and giving incentives for customers to come back more often. It doesn’t have to be expensive.

Social Media 87

Social Media Self Service Customer Service Marketing 87

SurveySparrow

AUGUST 25, 2023

Key Components of Customer Experience CX goes beyond transactions; it’s about building trust, loyalty, and brand advocacy. Personalization can foster loyalty and keep customers coming back for more by forging emotional connections. Implement a loyalty program that rewards customers for their continued support.

Tips 52

Tips Customer Experience Social Media Self Service 52

delighted

JUNE 1, 2022

It demonstrates that they’re satisfied with the service you offer. Most importantly, a high lifetime value shows a degree of brand loyalty. Loyalty programs are an excellent way to reward and recognize customers who stick with you. Wondering how you can improve your CX program?

Net Promoter Score 71

Net Promoter Score Customer Retention Self Service Loyalty 71

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. For the marketers – 66 percent of them – the programs were seen as a good way for customers to show loyalty to the brand. Far from it.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

SurveySensum

JULY 4, 2023

For example, if you are looking to increase your revenue from the current customer base then the customer satisfaction goal should be to increase up-sell or cross-sell opportunities through customer loyalty programs. Foster Customer Loyalty: Plant the seeds of loyalty by implementing loyalty programs.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

For example, if you are looking to increase your revenue from the current customer base then the customer satisfaction goal should be to increase up-sell or cross-sell opportunities through customer loyalty programs. Foster Customer Loyalty: Plant the seeds of loyalty by implementing loyalty programs.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52