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Nine Areas of Focus for Improved CustomerServiceTraining by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customerservice team plays a large role in that organization’s success. Here are my top five picks from last week.
Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customerservice would probably be among the most important ones. Can Your CustomerService Make a Sale? CX Predictions for 2024: What Came True?
Consumer Insights: CustomerLoyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector. Customers want to create an emotional connection with a business. How they choose the companies they do business with is very clear.
My Comment: Easy and hassle-free returns are part of customer experience. Our 2024 CX research (sponsored by RingCentral ) found that a friendly return policy is one of the top five reasons customers come back. Brands are now investing heavily in loyalty programmes to keep customers coming back.
Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.
Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs. If you have been thinking about a loyalty program, this is a good place to start.
The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. My Comment: What’s happening to customerloyalty?
Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. membership renewal rate.
Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.
Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customerloyalty. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. Let’s learn from some of the best. Connect with Shep on LinkedIn.
4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.
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.
CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. My Comment: Tomorrow (October 1, 2024) is CX Day. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
In short, if you provide bad service, be prepared to lose sales/money. Our customerservice research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. But in 2023, these six retailers and brands set new standards of what loyalty can be.
In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. One of the Big Retail CX Trends of 2024? However, customer experience goes far beyond need fulfillment.
Lessons from the Field: 3 Easy Ways to CustomizeCustomer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. All five of this week’s articles are focused on customerloyalty.
And beyond loyalty is a brand fan. 2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience.
Wrap it around the basics of a good customer experience and yes, you can deliver a better (or leveled up) service experience. Twenty Ways to Delight Your Customers: Transforming Satisfaction into Loyalty by Denyse Drummond-Dunn (C3Centricity) Today, most markets are saturated, and companies are fighting for the same customers.
4 Reasons Why Your CustomerService Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customerservice, we’re going to see a virtuous cycle in 2024. This short article hits some of the high points of why creating obsessed customers is a good strategy.
The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. Service without a Smile: Bad CustomerService Examples by David Rand (The Future of Commerce) Research reveals the poor state of customerservice.
My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.
My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customerservice and support trends for 2024. The subtitle of this article is the perfect summary: The integration of AI in customerservice isn’t about choosing between technology and humanity.
Each week, I read many customerservice and customer experience articles from various resources. Good experience builds loyalty.” Loyalty means repeat customers who spend more and evangelize the brand. And, Chewy has done an amazing job at creating loyal customers. Want Loyal Customers?
by Reuben Yonatan (Fast Company) Customerservice (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)
Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.
Rethinking CustomerLoyalty 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 customerloyalty.
New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for CustomerLoyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customerloyalty and long-term business growth.
Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customerloyalty. It’s often been thought to be a key driver of loyalty. Brand Loyalty Is Lagging. However, it’s a good start.
Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Not doing so is a risk to the long-term survival of your company! What does that mean?
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. Overall, the report is optimistic.
My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024). They asked Dan Gingiss to share some of his customer experience wisdom. Both assume that their loyalty is a privilege and an earned reward, respectively.
Here’s a group of 15 members of the Forbes Agency Council who share different ideas on how using chatbots can increase and improve customerservice and experience. My Comment: This excellent article includes seven tips to create stronger customerloyalty. Connect with Shep on LinkedIn.
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. Heavy adoption by customer base driven by employees actively promoting 4. Ease of use. Engaging offers and new products.
My Comment: How do you get customers to say, “I’ll be back?” His three ideas that drive brand loyalty include personalization, proactive and reliable customerservice, and effective resolutions for customers. According to Ben Locke, the co-founder of an agency, it’s effective communication.
This is bad news for CX laggards, but for the companies that excel, our CX research shows that 79% of consumers will switch to a competitor that provides better service. CustomerLoyalty Matters More Than Ever. Rewarding That Loyalty Is Mandatory. Rewarding That Loyalty Is Mandatory.
4 Trends Impacting Retail CustomerLoyalty, and How to Overcome Them by Foundever (Foundever) Are your customers becoming more price-conscious and less loyal? Uncover four key trends reshaping retail customer behavior and learn strategies to keep shoppers engaged and coming back for more.
by Joao Pereira (European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. My Comment: I love movies, and one of my favorites is Star Wars. Connect with Shep on LinkedIn.
How to improve CustomerLoyalty 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.
My Comment: When our clients are interested in our customerservicetraining for their “new” customerservice/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! My Comment: I’m a big fan of loyalty programs.
How Removing the Mental Load for Customers Can Improve the CustomerService Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customerloyalty.
And then, there are other clues, such as how many tickets or requests for service/help, how long it takes to respond to a customer, and more. This short article will get you thinking about the clues indicating your customer support and CX efforts are working. That can turn into more business – even customerloyalty.
Each week, I read many customerservice and customer experience articles from various resources. CustomerLoyalty Stats in 2023: Loyal Customers Spend More! My Comment: There is a theme to this week’s Top Five articles: customerloyalty. Here are my top five picks from last week.
Fueling growth through moments of customer delight by Ankit Bisht and Sangeeth Ram (McKinsey & Company) Delight has the power to elevate customer experience as well as amplify loyalty and growth for businesses across sectors. Are CustomerLoyalty Programs the Best Method for Retention?
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