Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Customer Service Poor Customer Service E Commerce 78

ShepHyken

JANUARY 26, 2025

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.

Article 65

Article 2025 Customer Service Loyalty Programs 65

ShepHyken

FEBRUARY 23, 2025

My Comment: So much of what is written about customer service and CX is focused on consumers (B2C companies). Ive mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. So, lets open this weeks Top Five roundup emphasizing B2B service and experience.

2025 77

2025 Article Customer Service Social Media 77

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. by Erin Ollila.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

MARCH 4, 2025

I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 80

Workshop Feedback Customer Service Training B2B 80

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. Published on: February 20, 2019. Eliminate friction.

Loyalty 109

Loyalty 2019 Customers 2018 109

ShepHyken

FEBRUARY 3, 2025

If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. 7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective.

2025 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. Thank you MattsenKumar!).

2021 137

2021 Article Customer Service Loyalty Programs 137

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Article 151

Article 2021 Customer Service Loyalty Programs 151

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Article 136

Article 2021 Customer Service Loyalty Programs 136

ShepHyken

NOVEMBER 25, 2024

by Joao Pereira (European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it.

Article 68

Article 2025 Customer Service 2024 68

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. For information contact or www.hyken.com.

2016 124

2016 Article Customer Service Travel 124

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Article 82

Article 2024 Customer Service Magazine 82

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS.

Article 110

Article 2020 Customer Service Loyalty Programs 110

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Consumer Reports) Public rants may not get the results you want. Go to The Customer Focus to learn more about our customer service training programs.

2021 148

2021 Article Customer Service Social Media 148

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Article 114

Article 2020 Customer Service Loyalty Programs 114

InMoment XI

MARCH 11, 2024

This could involve refining processes, updating features, enhancing customer service training, or any other actions aimed at improving the overall customer experience. Customer Response: Customers interact with the updated product, service, or experience, and their responses are observed.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Create an Emotional Connection with Your Customer. A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Customer Experience 148

Customer Experience Management Return on Investment Banking 148

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

2023 139

2023 Customer Service Customer Experience B2C 139

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? If you want loyal customers, here are some reminders (seven of them) about how to go about it. An app can enhance customer engagement customers, create a personalized experience and influence loyalty.

Article 116

Article 2019 Customer Service Magazine 116

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 142

2021 Article Customer Service Rewards Programs 142

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

2020 93

2020 Article Customer Service Loyalty Programs 93

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word.

Article 93

Article 2020 Customer Service Retail 93

Win the Customer

NOVEMBER 14, 2016

Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. Let your customers rave. See how one good response can pay for itself over and over again?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

Article 22

Article Customer Service 2023 2022 22

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 61

Customer Retention Loyalty Loyalty Programs Social Media 61

ShepHyken

NOVEMBER 1, 2020

All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. You can’t automate your relationship with a customer.

2020 106

2020 Article Customer Service Magazine 106

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

2021 97

2021 Article Customer Service Retail 97

ShepHyken

JUNE 17, 2024

But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. Smart companies and brands recognize the difference in their customers – specifically their ages. This article has three simple tips on how to connect and attract young consumers.

2024 82

2024 Article Magazine Customer Service 82

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty.

Net Promoter Score 91

Net Promoter Score Article 2018 Customer Service 91

ShepHyken

JUNE 25, 2018

Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs. We can’t afford to give our customers a bad experience.

Article 85

Article 2018 Customer Service Loyalty 85

ShepHyken

SEPTEMBER 6, 2021

A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. Raydiant) As consumers have grown accustomed to online experiences, they’ve come to expect a similarly digital in-store experience. And, they won’t spam you.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

OCTOBER 6, 2024

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 customer loyalty. It’s often been thought to be a key driver of loyalty. Brand Loyalty Is Lagging. However, it’s a good start.

Article 77

Article Customer Service 2024 Loyalty Programs 77

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. All five of this week’s articles are focused on customer loyalty.

Net Promoter Score 74

Net Promoter Score Article 2024 Loyalty Programs 74