ShepHyken

MARCH 24, 2025

So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review. Magazine) Giving back has become a central priority for business leaders across industries. Connect with Shep on LinkedIn.

Article 74

Article 2025 Customer Service Healthcare 74

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). Let’s chat today.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. They are repeat and loyal customers who are crucial to a company or brand staying in business.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

MARCH 30, 2025

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. by CXM Editorial (Customer Experience Magazine) A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes.

2025 70

2025 Article Customer Service Magazine 70

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). Let’s chat today.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

CSM Magazine

MARCH 4, 2025

The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. What Awaits You at The Customer Connect Expo? Learn from both the successes and challenges faced by representatives from the sector’s most influential brands.

2025 52

2025 Events Connections Innovation 52

Experience Investigators by 360Connext

JULY 6, 2021

The best way to do that is to share both data and stories that connect emotionally with leaders. Some provide robust communications programs that include things like a customer experience magazine delivered to leaders monthly. Don’t wait for that!

Document 358

Document Net Promoter Score Government Leadership 358

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. An experienced strategist with excellent knowledge of business management, strategy, brand, and marketing.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

BirdEye

AUGUST 3, 2022

A recent study from McKinsey & Company found that 71% of shoppers expect personalized communication from brands. Unlike indirect marketing, there’s no middleman involved (like a newspaper, magazine, or TV show). Tailoring offers can turn casual customers into brand loyalists. Table of contents What is direct marketing?

Connections 98

Connections Marketing Social Media Advertising 98

BirdEye

MAY 15, 2023

Are you looking to build a successful brand? If so, then developing a strong brand strategy is essential. A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. Table of contents What is brand strategy?

Brands 98

Brands Social Media Communication Consumers 98

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred. Cognitive Dissonance People dislike conflicting feelings.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

GetFeedback

NOVEMBER 20, 2019

Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. . That’s why collecting customer feedback is more important than ever. .

Social Media 284

Social Media Feedback Customers Customer Centricity 284

InMoment XI

JANUARY 20, 2024

A retailer would air a commercial on TV or run an ad in a magazine – and cross their fingers that it would resonate with at least a portion of viewers. What’s more, they expect a brand to keep pace as their needs and preferences evolve over time. Conversational AI tools can help retailers deliver seamless, connected interactions.

Retail 195

Retail Customer Experience Social Media Magazine 195

ShepHyken

JUNE 17, 2024

The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much of your agents’ time! Connect with Shep on LinkedIn.

2024 86

2024 Article Magazine Customer Service 86

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. Here’s Why You Should Strive for ‘Brand Intimacy’ Instead by Sophie Downes. My Comment: To create true customer loyalty, it’s about an emotional connection between a brand and a customer.

2021 101

2021 Article Customer Service Retail 101

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement E Commerce E-support 52

CSM Magazine

JANUARY 6, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Their customer support philosophy revolves around creating genuine, human connections. The result? Its good business.

Connections 52

Connections Interaction Brands Customer Satisfaction 52

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

CSM Magazine

FEBRUARY 6, 2025

Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Customers appreciate when brands go beyond generic offerings and provide something tailored just for them.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Article 74

Article Magazine Customer Service 2024 74

CSM Magazine

NOVEMBER 6, 2024

Many brands now offer low-cost franchise opportunities for veterans , making it easier for them to enter the business world without a heavy upfront investment. This approach allows them to build a business that benefits from both brand recognition and personal connections.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

Article 86

Article 2024 Customer Service Magazine 86

Experience Investigators by 360Connext

OCTOBER 8, 2024

We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences.

2024 143

2024 Magazine Entertainment Workshop 143

CSM Magazine

NOVEMBER 7, 2024

However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge. Building Long-term Customer Connections Sales-trained support staff master the art of strategic questioning.

Customer Service 52

Customer Service Sales Connections Communication 52

ShepHyken

JULY 15, 2024

Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. by Jacqueline White (Entrepreneur) Building brand loyalty previously relied on price. I love that this article recognizes true loyalty is an emotional connection between the customer and the company or brand.

Article 83

Article Customer Service 2024 Return on Investment 83

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. My Comment: Zappos is one of the iconic customer service brands, known for delighting customers with a level of WOW customer service. Finally, if you want loyalty, create an emotional connection. How do they do it?

Article 15

Article 2022 Customer Service Magazine 15

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Culture 52

Culture Healthcare Connections Interaction 52

CSM Magazine

DECEMBER 2, 2024

Three-dimensional videos engage viewers and effectively communicate brand messages in an entertaining and humanized manner. This is how companies get to weave captivating tales that customers associate with their brand. In this way, brands can forge a powerful emotional bond that fosters deeper connections and loyalty.

Entertainment 52

Entertainment Brands Connections Brand Values 52

CSM Magazine

NOVEMBER 15, 2024

Think of a slogan as a brand’s calling card – a chance to showcase its unique voice, impress customers, and establish a connection that’ll last long after the first impression fades. The Importance of Customer Service Slogans Customer service slogans play a pivotal role in shaping a brand’s identity.

Customer Service 52

Customer Service Social Media Culture Innovation 52

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Culture 52

Culture Healthcare Connections Interaction 52

CSM Magazine

JANUARY 24, 2025

In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. The results speak for themselves.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

CSM Magazine

JANUARY 24, 2025

In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. The results speak for themselves.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

CSM Magazine

OCTOBER 15, 2024

Builds Trust and Loyalty Customers who feel valued are more likely to trust your brand and become loyal advocates. Enhances Brand Reputation Word of mouth is a powerful marketing tool. When customers receive exceptional service, they are likely to share their experiences with others, enhancing your brand’s reputation.

Customer Centricity 52

Customer Centricity Innovation Culture Loyalty 52

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Something has to change, and the author has given companies and brands some ideas to think about. Connect with Shep on LinkedIn.

Article 77

Article Customer Service 2024 Loyalty Programs 77

CSM Magazine

JANUARY 3, 2025

Customer Feedback and Surveys Want to know how well your team connects with customers? A rise in repeat customers often points to stronger emotional connections during support interactions. By linking empathy to measurable outcomes, you can track its power to strengthen customer relationships and boost brand loyalty.

Measurement 52

Measurement Net Promoter Score Effort Score NPS 52

CSM Magazine

MARCH 13, 2025

Lets break this down further by exploring the connection between satisfaction and loyalty, and how feedback fuels smarter business decisions. Advocacy : They recommend your product or service to others, effectively becoming ambassadors for your brand. NPS is widely regarded as a key indicator of customer loyalty and brand advocacy.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52