ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. 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. My Comment: Let’s move away from loyalty programs but stay with trends.

E Commerce 78

E Commerce Article 2024 Loyalty Programs 78

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. This not only impacts revenue, but also erodes customer confidence.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

Article 92

Article 2024 Customer Service Magazine 92

ShepHyken

SEPTEMBER 27, 2021

Our research shows that a personalized experience will bring a customer back. Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. The Cx Leader’s Manual to Customer Excellence by Steven Van Belleghem.

Article 21

Article 2021 Customer Service E Commerce 21

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? Brand Loyalty Positive shopping experiences are key to building brand loyalty.

Retail 156

Retail Social Media Technology Brands 156

ShepHyken

JUNE 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. Delivering a consistent experience creates confidence. Confidence can lead to trust. And, trust leads to potential loyalty. The entire experience must be consistent. You can’t be great one day and just okay the next.

Customer Service 91

Customer Service Loyalty Customer Service Training Customers 91

ShepHyken

MAY 7, 2018

An easy return policy creates customer confidence and trust in the brand. The Humanoid Touch: How AI is Changing Customer Experience by Deb Miller. .” ” The Three Types of Brand Consistency that Drive Customer Loyalty by Christina Sanders. My Comment: What drives loyalty?

Article 79

Article 2018 Customer Service Magazine 79

ClientSuccess

JANUARY 3, 2023

We’ve compiled a checklist of key questions to ask your customer that will provide valuable insights into their expectations, loyalty and satisfaction with your company: 1. At the end of the day, a customer’s willingness to refer your company or product speaks volumes about their satisfaction.

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

ShepHyken

NOVEMBER 11, 2024

I always preach that our goal should be to not just fix a problem, but to restore customer confidence. The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.”

Article 74

Article 2024 Customer Service Magazine 74

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Article 114

Article 2019 Customer Journey Mapping Customer Service 114

CSM Magazine

DECEMBER 17, 2024

Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers. It does not matter if you deal with retail, technology or even online gaming; providing support at any time of the day will increase customer satisfaction and loyalty.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

ShepHyken

OCTOBER 15, 2018

(CBT Automotive Network) If the focus is educating the customer not only on the product but how you will deliver it and be of service, then you will distinguish yourself from others who are just trying to manipulate customers into buying a product.

2018 97

2018 Article Customer Service Automotive 97

CSM Magazine

NOVEMBER 4, 2022

That’s according to new research from gig customer service (GigCX) platform Limitless , which surveyed 250 customer service leaders in the UK and US to determine whether the industry has reached a ‘tipping point’ amidst recession fears. Customer confidence is crumbling in the current environment .

Customer Service 93

Customer Service Management 2023 2022 93

ShepHyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Service Training 142

Customer Service Training Customers Information Loyalty 142

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. .

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

ShepHyken

DECEMBER 16, 2024

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. Not doing so is a risk to the long-term survival of your company! What does that mean?

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

OCTOBER 10, 2018

Whether it’s a special offer, such as “All You Can Eat” at a restaurant, a promise to do anything , or a guarantee of the work you deliver to the customer, there is only one way this works, and that is that you honor your offer, which is the same as honoring your word. That’s what builds confidence, trust and loyalty.

Customer Service Training 125

Customer Service Training Loyalty Article Information 125

Gainsight

DECEMBER 18, 2024

As customers interact with your product, they should also have immediate access to support resources tailored to their specific context. Organizations that provide this type of in-app support create frictionless product experiences that foster loyalty and build trust.

2025 52

2025 Customer Journey Loyalty Customer Satisfaction 52

ShepHyken

OCTOBER 18, 2017

Instead, the focus should be on the customer’s level of delight and willingness to want to do business with you the next time they need whatever it is that you sell. Validation needs to be a part of the customer experience. It creates confidence, and that can lead to loyalty!

Customer Service 174

Customer Service Metrics Customers Interaction 174

ShepHyken

NOVEMBER 30, 2016

And when the customer comes back and experiences the consistent positive experience that they had the last time – and the time before – that repeated positive experience becomes predictable and can turn into customer loyalty. This is why it concerns me when companies talk about “satisfying” their customers.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 134

ShepHyken

DECEMBER 26, 2018

Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company. There are plenty of them to consider, so I put together a short list of some of these Whys : Price: Let’s get this one out of the way first.

Culture 134

Culture Customer Service Training Books Customers 134

ShepHyken

FEBRUARY 11, 2022

A great post-purchase experience is all about reassuring your customers they made the right decision by choosing your brand. Messages like this are one of the best ways to instill customer confidence. . Finally, you can use your Thank You page as an opportunity to keep customers engaged with your brand.

E Commerce 74

E Commerce Customer Experience Loyalty Programs Loyalty 74

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

ShepHyken

DECEMBER 19, 2018

It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. I had to trust him, and he didn’t disappoint. I can’t wait to go back and trust him again.

Customer Service Training 124

Customer Service Training Reference Customers Books 124

ShepHyken

MAY 23, 2017

You want to create confidence and trust, because those feelings will convert to customer loyalty. Squaremouth promises every customer that if they have any complaint at all about their claim, Squaremouth will get involved and mediate with the provider on the customer’s behalf. The knowing and liking is easy.

Insurance 85

Insurance Travel Culture Customer Focused 85

Customer Enthusiast

MAY 3, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. How about you? Don’t settle for ordinary.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

ClientSuccess

FEBRUARY 14, 2023

” – Stephen Covey How Does Your Company Restore Customer Confidence When Things Go Wrong? When things go wrong, how do your CSMs handle customer interactions? How do we develop empathy? . “When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence 2022 Government Download 52

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition. Or worse, something in-between.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

CSM Magazine

APRIL 17, 2024

Personalization A bot that remembers previous interactions and preferences can provide tailored suggestions and solutions, making the customer feel heard and valued, leading to increased customer loyalty. Escalation to Human Support A smart chatbot knows its limitations. Security and Compliance Security is non-negotiable.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media 2025 2010 75

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.

Blog 109

Blog Customer Experience Government Article 109

ChurnZero

NOVEMBER 18, 2021

How Software Competence Creates Customer Confidence. While I currently run Customer Learning and Education for ChurnZero, my background is rather diverse, spanning from theater and retail to real estate and software. Want to Increase Customer Loyalty?

Webinar 98

Webinar Customers Customer Journey Engagement 98

ShepHyken

JANUARY 2, 2018

</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: Trust is a confident belief in a product or an organization. When there is confident belief, everything changes.

Leadership 83

Leadership Loyalty Connections Customer Service 83

CSM Magazine

MAY 9, 2024

When we really get where our customers are coming from, it shapes how we respond to them. By focusing on immediate solutions, we’re doing more than putting out fires – we’re lighting up pathways to customer confidence and peace of mind. Firms that prioritize doing good often end up performing better as a result.

Engagement 52

Engagement Magazine Customer Confidence Customers 52

ProProfs Chat

DECEMBER 7, 2018

Show your customer how grateful you are for their patronage this year and do not just roll out any reward program, make sure it demonstrates your understanding of your customer’s interaction with you through the year. Diane Magers CEO, Customer Experience Professionals Association. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96