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My comment: One of the compelling propositions for our clients interested in our customerservicetrainingprograms is that that customerservice doesn’t cost. One of the main points is that customerservice is becoming the face of a brand. Think about that!
(Braden Kelley) Marketers have an overly optimistic perspective on customerloyalty and their implementations of customerloyaltyprograms. The reality is that very few customers are loyal and much of what we speak of as customerloyalty is no more than repeat transaction behavior.
It’s prime time for retailers to grow an Amazon-level loyaltyprogram by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customerloyalty.
Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B CustomerLoyaltyPrograms by John Rolston and Jon Glick. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around.
Improve Your Customer Outcomes With 5 CustomerService 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 customerservice. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.
Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise. My Comment: I’ve written many articles about loyaltyprograms.
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.
A digital marketing strategy is absolutely crucial for every brand. The website provides the customer with an exclusive insight into what the brand offers. My Comment: Is the customer experience on your website as good as the customer experience you want your people to deliver? Follow on Twitter: @Hyken.
Lessons from the Field: 3 Easy Ways to CustomizeCustomer Experiences & Increase BrandLoyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: As costs go up, we must charge customers.
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. My Comment: I love the concept of loyaltyprograms. It’s about customerservicetraining.
(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyaltyprogram, it can actually have the opposite effect. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customerloyaltyprograms.
My Comment: I’ve been studying how different brands are creating successful loyaltyprograms. 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. In addition, the author includes two additional trends.
Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyaltyprograms offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. There are examples of the best programs from the biggest brands.
And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn. But there’s more.
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. BrandLoyalty Is Lagging.
(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 customerservice and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.
Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience.
The result can be a demotivated team and lower customer satisfaction scores. If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. Here are seven signs your loyaltyprogram may need a redesign. Regular reviews and updates are essential.
Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyaltyprograms promote perks, rewards, elite status and more, which might suggest that not all customers are equal. That’s different than the way you treat them.
He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. by Sue Duris.
(HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. My Comment: A satisfied customer is not a loyal customer. We can learn a lot from good and bad service.
Do your rewards hit the “must-have” mark that turns casual customers into brand fans? My Comment: Reward programs are a great way to drive repeat business. If you want to ROCK your loyaltyprogram (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? by Tom Ryan.
4 Ways Brands Are Boosting CustomerLoyalty by Scott Clark. CMSWire) Customerloyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customerloyalty.
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. My Comment: What is a Forever Customer? This is the customer you want!
Something has to change, and the author has given companies and brands some ideas to think about. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customerservice is “a key part of the overall experience.” Heavy adoption by customer base driven by employees actively promoting 4.
As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thank you for letting us be a part of your 2024and well see you next year for a brand-new season! Every customer wants to feel like you care and appreciate them.
There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met. Managing the positive impact of a viral moment is key to getting those new customers to come back. must practice.
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 LoyaltyProgram More Social for the Holidays by Barry Kirk. Maritz Motivation) Most consumers join loyaltyprograms with self-serving motives. Follow on Twitter: @Hyken.
Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good CustomerService? This is one of the keys to their success.
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 LoyaltyProgram by PR Web. Well worth your attention, especially if you have any type of customerloyaltyprogram.
The big take away is the level beyond customerloyalty, which is desire. The concept of desire is loyalty on steroids. The Definitive Guide to Creating a Successful LoyaltyProgram by Timi Garai. Antova) Have you thought of running a loyaltyprogram for your online store? Great article!
Harvard Business Review) More and more companies have loyaltyprograms — and for good reason. A recent industry report showed that loyaltyprogram members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Follow on Twitter: @Hyken.
Customer experience expert, Chip Bell, immediately recognizes that there are organizations that may not (and should not) embrace a fun strategy. But for the right company or brand, this can work well. My Comment: Let’s learn from some recognizable brands about how their relationship marketing. Let’s learn from some of the best.
The Power of Authentic Branding: Connecting with Customers on a Deeper Level by Syed Balkhi (CustomerThink) In today’s competitive marketplace, it is more important than ever to establish a connection with customers. My Comment: If we want our customers to keep coming back, we must do more than have a good sale.
Beyond Discounts: The New Rules for Today’s Top LoyaltyPrograms by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level. Follow on Twitter: @Hyken.
Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. LoyaltyPrograms – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyaltyprogram.
Smart companies and brands recognize the difference in their customers – specifically their ages. Gen Zs are the customers of our future. They want to interact with brands, to be ‘part of the tribe and part of the team’. In essence, they’re becoming brand advocates. Connect with Shep on LinkedIn.
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 loyaltyprogram points (61%), according to Retail TouchPoints research.
The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel LoyaltyPrograms Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyaltyprograms fail?
Top 10 Signs Your LoyaltyProgram Needs Rehab by Dan Jurek. CustomerThink) Customerloyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. by Chris Wyper.
Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyaltyprograms for a reason.
Our customerservice research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.
Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customerloyalty, 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.
Entrepreneur) Customerloyalty is an essential source of revenue for any business. Use these four tips to create a customerloyaltyprogram that will give you the highest return on your investment. My Comment: How do we create customerloyalty? This is where a customer is surprised about the price.
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