ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. My Comment: I love the concept of loyalty programs. Just know the difference.

Article 20

Article 2021 Customer Service Customer Service Training 20

ShepHyken

NOVEMBER 3, 2024

Most consumers like human customer service by Retail Customer Experience (Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.

Article 73

Article 2024 Customer Service Loyalty Programs 73

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!

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Article 2020 Customer Service Loyalty Programs 119

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 99

2020 Article Customer Service Loyalty Programs 99

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. Custom Studio (Inc. My Comment: What is a Forever Customer?

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

APRIL 14, 2024

This one focuses on field service, but it’s still worth the four minutes it takes to read. My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. However, if you tell them why, it could actually create even more loyalty.

Net Promoter Score 81

Net Promoter Score Article 2024 Loyalty Programs 81

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. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.

Net Promoter Score 97

Net Promoter Score Article 2018 Customer Service 97

ShepHyken

AUGUST 11, 2024

Good Loyalty Programs Drive Word-of-Mouth Recommendations by Bryan Wassel (Grocery Dive) Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found. But there’s more. Don’t overlook the data! There are ways AI can close the gap.

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Article Customer Service Loyalty Programs 2024 91

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. My Comment: Here is an excellent and robust article on loyalty programs.

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Article 2024 Hotels Loyalty Programs 88

ShepHyken

OCTOBER 6, 2024

Brand Loyalty Is Lagging. Here’s How to Catch Up by Roger Williams (The Drum) According to Marigold’s new Relationship Marketing Trends: Brand Rankings Report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the past year. That’s almost four of ten customers!

Article 85

Article Customer Service 2024 Loyalty Programs 85

ShepHyken

MAY 28, 2018

My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. Power survey that says 67% of consumers have used social media to resolve customer service issues. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin.

2018 79

2018 Article Customer Service Loyalty Programs 79

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

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Connect with Shep on LinkedIn.

Article 91

Article 2023 2028 Customer Service 91

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. It involves getting to know customers by truly understanding who they are—what they like, what they need and how to communicate with them. Average won’t cut it.

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Article 2024 Customer Service 2025 81

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.

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2024 Article Magazine Customer Service 91

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

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Article 2022 Customer Service Loyalty Programs 85

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Consumers may turn to Lyft.

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Article 2022 Customer Service Loyalty Programs 68

ShepHyken

FEBRUARY 18, 2024

While subscription models play a role, a crucial strategy involves identifying customer interests. My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Connect with Shep on LinkedIn.

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2024 Article Customer Service Net Promoter Score 70

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Heavy adoption by customer base driven by employees actively promoting 4. Ease of use. Engaging offers and new products.

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Article Customer Service 2024 Loyalty Programs 81

ShepHyken

JUNE 23, 2024

My Comment: Let’s start this week’s Top Five Roundup with an article from the Wall Street Journal that indicates customer experience has hit a new low. Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. Rewarding That Loyalty Is Mandatory.

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Article Customer Service 2024 Loyalty Programs 73

ShepHyken

JULY 24, 2017

(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. How do you make being a member of your loyalty program worthwhile?

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2017 Article Customer Service Loyalty Programs 30

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. For just $8.99

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Article 2022 Customer Service Customer Service Training 68

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.

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Article 2022 Customer Service Loyalty Programs 77

ShepHyken

JUNE 20, 2022

(CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. At first, coffee was cheap and plentiful — though options for consuming it were limited. Consumers Embracing Premium Loyalty Programs by Retail Customer Experience.

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2022 Article Customer Service Loyalty Programs 13

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs 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. My Comment: If you think that customer loyalty programs are about discounts and points, think again.

2022 68

2022 Article Customer Service Loyalty Programs 68

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

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Article 2022 Loyalty Programs Customer Service 68

ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This short article hits some of the high points of why creating obsessed customers is a good strategy. Making the program attractive and valuable to your customers is key. Of course, there’s more to this article.

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2024 Article Customer Service Average Handle Time 70

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

2023 14

2023 Article Customer Service Loyalty Programs 14

ShepHyken

FEBRUARY 4, 2024

In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. But in 2023, these six retailers and brands set new standards of what loyalty can be.

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2024 Article Customer Service B2B 70

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 83

2020 Article Customer Service Exceptional Customer Service 83

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. Done right, it endears the brand to the customer.

Article 13

Article Customer Service Loyalty Programs 2023 13

ShepHyken

OCTOBER 29, 2023

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 loyalty programs for a reason.

Article 73

Article 2023 Customer Service Loyalty Programs 73

ShepHyken

OCTOBER 10, 2022

The Secret to Building Brand Devotion is Not a Loyalty Program. Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. My Comment: I’ve always preached that there is a difference between a repeat customer and a loyal customer.

Article 13

Article 2022 Customer Service Customer Centricity 13

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.

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Article 2020 Loyalty Programs Customer Service 52

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

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2024 Article Customer Service Hotels 67

ShepHyken

JANUARY 2, 2023

Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? This is where a customer is surprised about the price.

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Article 2023 E Commerce Customer Service 68