ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. MarTech Series) Loyalty programs are no longer just about discounts and transactions.

Article 70

Article 2022 Customer Service Loyalty Programs 70

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

2021 140

2021 Article Customer Service Rewards Programs 140

Alida

FEBRUARY 22, 2017

We believe that the second definition is the most useful in the context of the brand-customer relationship. To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. Let’s consider the metaphor of personal relationships.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Washington University in St.

Article 65

Article 2020 Loyalty Programs Customer Service 65

ShepHyken

NOVEMBER 27, 2017

Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Maritz Motivation) Most consumers join loyalty programs with self-serving motives. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. What Makes an Optimal Customer Experience in 2021?

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

JULY 11, 2016

I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. Well worth your attention, especially if you have any type of customer loyalty program.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

FEBRUARY 24, 2020

(Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience? Follow on Twitter: @Hyken.

2020 105

2020 Article Customer Service Exceptional Customer Service 105

ShepHyken

FEBRUARY 13, 2017

This article has a number of concepts to help integrate an effective customer success program. Here’s how tech can help with consumer loyalty by Adam Croxen. Tech City News) When you’re a cash-strapped startup, increasing customer loyalty, then, is a no brainer. After all, loyalty is an emotion.

2017 81

2017 Article Customer Service Loyalty Programs 81

Oracle

APRIL 4, 2018

As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX).

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

ShepHyken

JANUARY 22, 2023

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. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Article 48

Article 2023 Customer Service Contact Center 48

BirdEye

MARCH 24, 2023

Customer preferences and expectations keep changing, and a great development strategy can help your brand keep pace. A sound strategy will allow you to identify, incubate, and execute new business development concepts that lead to innovation, new partnerships, and better relationships with new and existing customers.

2023 89

2023 Return on Investment Social Media Sales 89

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. These customers can provide candid and honest feedback as to why they aren’t more engaged with your business. The first is a functional need.

2022 13

2022 Article Customer Service Loyalty Programs 13

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

2023 13

2023 Article Customer Service Loyalty Programs 13

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

2020 66

2020 Customer Experience E Commerce E-support 66

ShepHyken

OCTOBER 10, 2022

The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness. The Experience Advantage: How to Supercharge Your Brand’s Growt h by Peter Aitken. The Secret to Building Brand Devotion is Not a Loyalty Program.

Article 13

Article 2022 Customer Service Customer Centricity 13

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. Both are great for the right reasons.

Article 18

Article 2021 Customer Service Customer Service Training 18

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. Customer retention statistics: More than 6 in 10 U.S. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Develop personal brand.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ShepHyken

JANUARY 23, 2023

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. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

2023 14

2023 Article Customer Service Contact Center 14

ShepHyken

MARCH 31, 2018

Social Media Changes Customer Service. Customers have a louder voice than ever before. The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business.

Social Media 87

Social Media Customer Service Marketing Airlines 87

SmartKarrot

JULY 6, 2022

Best for using digital education and in-app guidance during onboarding and adoption to meet specific segments and consumer profiles. A: The chief customer officer and customer success teams are in charge of offering suggestions and assisting in directing their clients toward adoption and success.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

SurveySensum

FEBRUARY 20, 2024

Offer Exceptional Customer Service According to a Forbes report on “What customers want and expect” 92% of customers say they would stop purchasing from a company after three or fewer poor customer service experiences. Customer service isn’t just a department – it’s the heartbeat of your business.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Offer Exceptional Customer Service According to a Forbes report on “What customers want and expect” 92% of customers say they would stop purchasing from a company after three or fewer poor customer service experiences. Customer service isn’t just a department – it’s the heartbeat of your business.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

ProProfs Chat

MAY 13, 2020

Contemporary consumers expect brands to remember who they are, whether they are buying from you for the second or the hundredth time. The Importance of Offering Customer Service With a ‘Personal Touch’. Companies with best customer service often mention how customers are willing to spend more for the right experience. .

Customer Service 111

Customer Service Feedback Customers Interaction 111

ShepHyken

JULY 15, 2019

My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Yes, the retail to consumer industry is full of great examples of brands seizing the opportunity to win over customers with a superior CX, but B2B companies can do the same.

Article 107

Article 2019 Customer Service B2B 107

ProProfs Chat

MAY 13, 2020

Contemporary consumers expect brands to remember who they are, whether they are buying from you for the second or the hundredth time. The Importance of Offering Customer Service With a ‘Personal Touch’. Companies with best customer service often mention how customers are willing to spend more for the right experience. .

Customer Service 98

Customer Service Feedback Customers Interaction 98

SurveyGizmo

SEPTEMBER 28, 2017

The balance of art and science in consumer experience data are clearly tilting to the science — with more systems than ever becoming collection points,” says Kroner. Collection Point #3: You arrive at the restaurant, enjoy your meal, and sign-up to join the loyalty program. Now, you have a purchase history.

Omnichannel 128

Omnichannel Webinar Loyalty Programs Consumers 128

ProProfs Chat

DECEMBER 12, 2019

Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. So, if I were to ask you, which brand do you remember that you’d recommend to your friends? No matter what brand you choose, there must be something that you would be basing your recommendations on: Products? Customer support?

Customer Service 80

Customer Service Customer Experience Advertising Customers 80

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 89

Net Promoter Score Article 2018 Customer Service 89

SurveySparrow

SEPTEMBER 20, 2022

“Make sure every single employee in your company knows precisely what value your customers are seeking and how he or she can impact it.”. When the goal is to keep your customers happy, ensure you pass the message to your employees. Train them in such a way that they know that all decisions will be customer-focused.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

ShepHyken

NOVEMBER 21, 2022

Retail Customer Experience) Consumers today are looking for increasing convenience and a frictionless experience. Points Are Just the Starting Point: What Loyalty Means Today by Stephanie Meltzer-Paul. Mastercard) The relationship between consumers and brands has never been as deep — or as complicated — as it is today.

2022 13

2022 Article Customer Service Net Promoter Score 13

ShepHyken

FEBRUARY 15, 2021

Want More Loyal Customers? Harvard Business Review) Loyalty programs — that effectively bribe people into buying more of your products — are lazy. In the modern aspiration economy, people develop true brand affinity only when it gives them a sense of community. Offer a Community, Not Rewards. by Ana Andjelic.

Article 101

Article 2021 Customer Service Retail 101

ShepHyken

FEBRUARY 5, 2023

My Comment: Does the government provide good customer service? According to our customer service research , only 28% of the consumers we surveyed said they did. Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise. I have good news. Follow on Twitter: @Hyken

2023 65

2023 Article Customer Service Government 65

ShepHyken

FEBRUARY 5, 2023

My Comment: Does the government provide good customer service? According to our customer service research , only 28% of the consumers we surveyed said they did. Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise. I have good news. Follow on Twitter: @Hyken

2023 62

2023 Article Customer Service Government 62