ShepHyken

APRIL 26, 2021

Each week I read a number of 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. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

2021 143

2021 Article Customer Service Contact Center 143

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. 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.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

JULY 13, 2015

Marketing, advertising, social media, and even the way we incentivize our employees are all focused on getting those new customers to walk in the door. Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. What do you think?

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

GetFeedback

MAY 5, 2019

Some other fast ways of getting in touch with customers when you want to hear from them are social media pages and messaging apps, but make sure to do it moderately. Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. Business example: Glossier. .

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 90

Social Media Customer Service Marketing Airlines 90

ShepHyken

MAY 28, 2018

Each week I read a number of 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. In this article, he shares a Ritz-Carlton story, which as usual, is a model for how to deliver a memorable experience that gets talked about.

2018 79

2018 Article Customer Service Loyalty Programs 79

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ShepHyken

DECEMBER 30, 2019

Each week I read a number of 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. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Create a better experience for them on social media.

Article 85

Article 2019 Customer Service Social Media 85

ProProfs Chat

MAY 31, 2019

How to Cultivate Customer Loyalty. The primary purpose of a customer loyalty program is to leverage the current customers into promoting the brand and retaining new customers. The question arises as to what approach should a business take to cultivate brand loyalty among its customers. It is Cost Effective.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score Omnichannel 66

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. This excellent article has several ways to drive loyalty with millennials. Social media gives customers a loud voice and a huge platform.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

AUGUST 8, 2016

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. My Comment: This short article has five simple, yet powerful questions related to a company’s customer experience strategy. And even if you’re not.)

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

ShepHyken

MAY 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. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

2023 14

2023 Article Customer Service Loyalty Programs 14

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics. Ease of use. Data analytics.

Article 78

Article Customer Service 2024 Loyalty Programs 78

ShepHyken

SEPTEMBER 10, 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. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Article 88

Article 2023 2028 Customer Service 88

ShepHyken

SEPTEMBER 19, 2022

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. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. That’s what I was thinking as I started reading the article.

Article 66

Article 2022 Loyalty Programs Customer Service 66

CSM Magazine

FEBRUARY 6, 2025

Deepens Relationships Offering personalized items as rewardswhether after a purchase, during events, or even as part of a loyalty program creates a memorable moment for customers. Reward Loyal Customers Show your appreciation for repeat customers by gifting personalized merchandise as part of your loyalty program.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

GetFeedback

FEBRUARY 2, 2020

Start a customer loyalty program. You can start a credit card rewards program that is very successful with many customers, but it’s important to be transparent about the implications of the card and how much spending they have to put on it in the first month.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

ShepHyken

JULY 24, 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 point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

2017 29

2017 Article Customer Service Loyalty Programs 29

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers.

Blog 111

Blog Loyalty Programs Loyalty Lifetime Customer 111

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. For instance, airline miles can widely be exchanged out of hotel programs.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

Win the Customer

SEPTEMBER 21, 2020

In this article, we’ll be looking at ways in which you can increase sales and customer engagement for your Shopify store. Start a Customer Loyalty Program. Moreover, loyalty programs can make consumers feel appreciated and build an emotional connection with the brand. Improve Your Customer Support.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

GetFeedback

JUNE 11, 2019

In this article, we’re sharing the four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Customers first use rational considerations such as price, promotions, and loyalty programs to consider if a product is right for them.

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

CSM Magazine

OCTOBER 21, 2024

Provide options such as email, live chat, social media, and phone support to ensure that customers can reach you via their preferred method. Furthermore, leverage social media platforms to engage with customers, answer their questions, and build a community around your brand.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

CSM Magazine

MARCH 28, 2025

Be Available Across Channels Ensure customers can reach you on their preferred platform, whether its email, phone, live chat, or social media. Acknowledge Customer Loyalty Reward long-term customers through loyalty programs , discounts, or personalized offers to show appreciation. Respond Quickly Speed is critical.

Customer Service 52

Customer Service Loyalty Programs Culture Social Media 52

ProProfs Chat

DECEMBER 4, 2020

The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. A lot of customers resort to social media platforms in case they have complaints with the brand. Challenges. Stage of Life.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98

PeopleMetrics

APRIL 10, 2017

With your business’s website and social media accounts, you can interact with customers anytime, anywhere. Use social media to publish posts that start a conversation, or questions that implore customers to share their opinions. Loyalty programs lead to more sales and reward customers for shopping with your business.

E Commerce 102

E Commerce Social Media Loyalty Programs Events 102

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. Collect customer feedback through various channels Use surveys, interviews, social media, and other methods to gather comprehensive qualitative feedback from your customers.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. Many brands could actually earn greater loyalty by issuing a partner brand’s loyalty currency – or, simply allowing customers to ‘burn’ (i.e.,

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

2024 65

2024 Article Customer Service Hotels 65

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

CSM Magazine

FEBRUARY 19, 2025

Beyond menu personalization, AI also enhances loyalty programs and targeted promotions. Chatbots integrated into restaurant websites, apps, and social media platforms can instantly assist customers without requiring human intervention.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

ClearAction

MAY 28, 2015

Q: When companies don’t get it right, customers are taking to social these days to gripe about it and get action. A: Yes, but “ social media ” tends to be rigidly defined as Facebook, LinkedIn, Twitter, and other popular platforms. Related articles: Customer Experience Management Prevents Hassles.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ShepHyken

JULY 24, 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 point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Article 54

Article Customer Service 2017 Loyalty Programs 54

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. This could include phone, email, live chat, social media, and more. He shares how you can align your customer’s journey with their brand expectations.

Customer Journey 127

Customer Journey Brands Sales Contact Center 127

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 67

2023 Loyalty Social Media Loyalty Programs 67

Retently

NOVEMBER 21, 2018

The idea was straightforward – Apple asked users to share photos they took with their iPhones on social media, using a designated hashtag. To do that, they started the Cisco Champions program , a community initiative that encouraged said advocates to talk about Cisco’s brand across their networks and social media channels.

Marketing 111

Marketing Social Media Events Net Promoter Score 111