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You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. But what truly drives loyalty in the B2B space?
Embrace Organizational Self-Discovery Understanding a company’s unique identity is essential for crafting a CX strategy that not only resonates but also drives loyalty and differentiation in the marketplace. Additionally, feedback loops play a crucial role in refining CX over time.
Introduction: Can loyalty, adoption, or growth be built on empathy alone? It examines why empathy alone is insufficient to build trust or loyalty and how businesses can move beyond platitudes to embed empathy into their operations. The answer is no. This makes the stakes—and the expectations—far higher.
By shifting from a task-oriented to a customer-driven mindset, service teams can foster loyalty, trust, and even advocacy from their clients. Host workshops focused on empathy and scenario-based training where team members can practice resolving hypothetical client issues.
Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. B2B Example: IBM leveraged empathy workshops with clients to redesign their cloud services. Lets connect, and share your insights!
Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.
See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.
They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. They are the visionaries.
As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.
Loyalty to an Employee: There are some instances in which the relationship isn’t between a customer and the company but between a customer and an amazing employee. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.
Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Good experience builds loyalty.” Connect with Shep on LinkedIn.
Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand. How Does Customer Education Work?
Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you. Connect with Shep on LinkedIn.
Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas (CX Network) Deloittes Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity My Comment: What happens when CX and marketing collide? Connect with Shep on LinkedIn.
A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?
Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit (DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue. This article serves up three giving back ideas/concepts to help build customer loyalty.
He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more. Connect with Shep on LinkedIn. Can Your Customer Service Make a Sale?
Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates. The goal is to create an emotional connection.
Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli (CustomerThink) Customer service is often defined by transactions that fulfill a stated need. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. Connect with Shep on LinkedIn.
Seven loyalty program types: Pick the perfect fit by Marcus Marius (Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? My Comment: I’ve written many articles about loyalty programs. If you have been thinking about a loyalty program, this is a good place to start.
What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025. Connect with Shep on LinkedIn.
Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Connect with Shep on LinkedIn. What does that mean? My Comment: A new metric?
Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. New Survey Reveals Price Hikes Wont Break Customer Loyalty. Connect with Shep on LinkedIn. But Theres a Catch.
Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.
Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. It’s up to CX leaders to clearly communicate about these connections for their organization.
Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. It’s critical to think like a human and understand the human connection as part of the customer experience! There are ways to do this without risking anything. Data can’t always tell you what’s in store.
Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. Here are seven signs your loyalty program may need a redesign.
Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Anything less than meeting those higher expectations results in reduced loyalty. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.
Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.
Connection is Currency by David Lee (Direct Selling News) In a digital landscape that constantly evolves, businesses aiming to forge deeper connections with customers must embrace new trends and approaches. My Comment: Connection in this article is all about the relationship you have with your customers.
Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are. Connect with Shep on LinkedIn. Get ready to smile!
The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.
I attended a workshop from a large organization well known for journey mapping. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.
You’ve completed an energizing workshop and designed a powerful journey map visual. Ultimately, you need to connect the high-level journey to the “nuts and bolts” of how things work in your company. It feels inspiring to pull together your first customer journey workshop and design your journey map, doesn’t it?
Number three is my favorite: Invest in CX, and Brand Loyalty will pay you back. Yes, repeat business and loyalty (and more good results) can come from investing in the customer experience. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.
Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.
Connect the employee experience to the customer experience in big ways. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. See how fun it is to connect the CX dots? Share what is next as you improve the journey!
A strategically built client appreciation system enables advisors to gain market distinction because it creates lasting client loyalty. Hosting Exclusive Client Events Affectionate clientele events create excellent opportunities to honor clients and establish solid connections.
Everyone who knew him felt a connection. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Id like to close by mentioning my friend John Ruhlin once more. He had many best friends.
Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. First things first.
My question to him: “Do you tell connect the dot stories?” If the only action decision makers take is no action at all, then your stories fall short of connecting the dots for them. Alternatively, when your stories take the long-view, and connect the dots, you create a dialogue with business decision makers.
While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. They certainly are, but not all repeat business is a result of loyalty. First, let’s establish clear definitions for customer loyalty and inertia.
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