ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Sauter and Evan Comen. (24/7

2017 82

2017 Article Customer Service Contact Center 82

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Do not confuse the two.

2017 79

2017 Article Social Media Customer Service 79

CSM Magazine

MARCH 28, 2025

In this article, we look at what companies learn from casinos customer services offering and the different ways they use these techniques to attract and retain users. Read on to find out more!

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

2023 14

2023 Article Customer Service Contact Center 14

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Win the Customer

SEPTEMBER 21, 2020

Customer retention is the collection of activities a business uses to increase the number of repeat customers and to increase the profitability of each existing customer. Your existing customer base is the best asset your store has. Improve Your Customer Support. Start a Customer Loyalty Program.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. Finally, we’ll show you how you can leverage customer loyalty to promote B2B referral programs that expand your customer base and increase your revenue.

B2B 114

B2B Loyalty Net Promoter Score B2C 114

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journey 125

Customer Journey Brands Sales Contact Center 125

InMoment XI

OCTOBER 4, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. For example, you can segment customers based on shared experiences or traits.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

PeopleMetrics

APRIL 10, 2017

You’ll have the best results if you publish a diverse mix of content, such as articles, videos, and infographics. Set up your website so customers can interact with your business. It doesn’t have to be anything major – most customers will perceive anything you send as a nice gesture.

E Commerce 102

E Commerce Social Media Loyalty Programs Events 102

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. These ideas include tracking customer information, establishing loyalty programs, listening to customer concerns, and focusing on building your online reputation.

Blog 79

Blog Loyalty Programs Advertising Loyalty 79

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. With hyper-personalization and segmentation of your emails, you build a close relationship with your customers.

Customer Experience 96

Customer Experience Loyalty Programs Omnichannel 2021 96

Customer Guru

MAY 8, 2018

Pawar is a Business Practice leader with over 23 years of industry experience of working with various Fortune 500 customers in their Customer Experience, Digital Marketing, CRM, Loyalty Programs, Business Intelligence and Analytics transformation engagements. We would be more than happy to help.

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

ShepHyken

OCTOBER 6, 2023

This week, we feature an article by Claron Kinny, Content Specialist at Beaconstac , the one-stop solution for all things QR. He writes about the strategies and tools to build customer loyalty. Building and maintaining customer loyalty is more critical than ever in today’s highly competitive business landscape.

2023 65

2023 Loyalty Social Media Loyalty Programs 65

CX University

NOVEMBER 21, 2020

Whilst these interactions are micro-moments in the end-to-end customer journey, customer perception may not be reality but is an undeniable belief system that belongs exclusively to its bearer. This article is written by guest author, Chaman Maharaj. CHAMAN MAHARAJ Founder and Director www.beinghuman.cx.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Retently

MAY 9, 2024

If you’re at the stage of refining your customer retention strategy, watch out for the common pitfalls. This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Why is B2B Customer Retention Important? How old are they?

Customer Retention 119

Customer Retention B2B Customers Loyalty Programs 119

CSM Magazine

NOVEMBER 30, 2016

Incentive programs are nice, but what typically keeps customers coming back and enhances customer loyalty is that the organization provides timely, effective, efficient, and friendly customer service. Low tolerance for errors.

Customer Service 84

Customer Service Workshop Loyalty Programs Social Media 84

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Hallmark Business Connections

FEBRUARY 23, 2021

This article was originally published on SpinSucks.com. Consumers, for the most part, recall an article of mail far more than digital correspondence (we’re looking at you, email). It isn’t uncommon for businesses to capture just 40% of customer email addresses. Get Creative … With Your Creative.

Marketing 91

Marketing E Commerce Omnichannel E-support 91

Second to None

APRIL 12, 2018

The following article is a guest post submitted by POSbistro, an organization dedicated to helping restaurant improve the experience they provide via enhanced technology: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Customer loyalty program data.

Insights 67

Insights Marketing Social Media Loyalty Programs 67

Totango

APRIL 1, 2020

It will only take you one minute to start leveraging Totango’s best practices for interacting and staying in touch with your customers, including the ability to send them NPS campaigns. You will be able to stay on top your customer’s voice and engage based on it . Engage based on the NPS results . Stay Safe, Ravit.

NPS 62

NPS Loyalty Programs Metrics Customers 62

Totango

AUGUST 16, 2022

As subscription renewal deadlines approach, it’s important to check customer satisfaction levels to make sure they’re high enough that clients will want to renew. One way to do this is by using automated monitoring of customer satisfaction KPI scores to segment customers based on satisfaction levels.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

ChurnZero

APRIL 14, 2020

In this article, we’ll explore why listening to both positive and negative customer feedback is important for your company’s growth. . Customer feedback: why should you care? There are a variety of reasons why you should be taking advantage of customer feedback. For this article, we’ll focus on five main reasons. .

Feedback 81

Feedback Net Promoter Score E Commerce Loyalty Programs 81

SurveySensum

JUNE 26, 2024

But have you ever stopped to wonder why Amazon has such a huge loyal customer base? Well, it’s because of a customer satisfaction metric called Net Promoter Score. This is the power of loyalty programs which Amazon has taken to the next level. Let’s find out! And Amazon excels at it!

NPS 52

NPS Loyalty Net Promoter Score Loyalty Programs 52

Totango

MARCH 5, 2021

You can test a retention idea on a small sample group before implementing it with your entire customer base. Fifth , by tracking and improving your CRR, you can optimize customized retention strategies for different segments of your customer base.

Customer Retention 92

Customer Retention Net Promoter Score Measurement Loyalty Programs 92

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

ProProfs Chat

DECEMBER 21, 2020

A lot of business owners want to reduce customer churn and retain as many as possible. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Reasons why customer churn rate increases.

Loyalty Programs 98

Loyalty Programs Customers Loyalty Sales 98

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. Demand performance-based KPIs. Most loyalty programs report how many members they have.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. It is so not true.

Customer Service 91

Customer Service Omnichannel Customer Service Strategies Feedback 91

Currency Alliance

DECEMBER 15, 2017

If brands care about the value they offer to customers and embrace this trend of tapping into customer emotions, then they’ll have the opportunity to transform their loyalty programs for the better. The two types of loyalty. Tapping into customer emotions has been key for advertisers for the last 150 years.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Currency Alliance

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

CSM Magazine

JANUARY 27, 2022

That said, developing a customer retention strategy is critical. This article shares some tips on how you can build loyal HVAC customers that keep coming back for your services. In order to create a loyal customer base, you need to take care of them. Create A Loyalty Program. Use Technology.

Loyalty Programs 52

Loyalty Programs Loyalty Customers Technology 52

Retently

FEBRUARY 20, 2023

While different in their approach, NPS and RFM are important metrics that help ecommerce businesses better understand their customers and drive growth. RFM score = 6,8 Regardless of the favored method, make sure it is consistently applied across your customer base. The same is valid for loyalty programs.

NPS 142

NPS Customer Satisfaction Loyalty Net Promoter Score 142

Retently

OCTOBER 23, 2024

You could then contact individual clients to follow up on an issue, run a CX campaign surveying specific demographic groups, or send recurring surveys to the entire customer base every six months if you have a subscription business model. Bottom line Providing a great customer experience is critical to the success of any business.

Retail 109

Retail NPS Touchpoint Feedback 109

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Rebalancing loyalty program economics.

2021 52

2021 Loyalty Loyalty Programs Travel 52