ShepHyken

FEBRUARY 1, 2021

Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. Follow on Twitter: @Hyken.

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2021 Article Customer Service Rewards Programs 150

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing.

2019 101

2019 Article Loyalty Programs Customer Service 101

ShepHyken

DECEMBER 28, 2020

Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. My Comment: Here is a fascinating article about loyalty and the customer experience.

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Article 2020 Customer Service Loyalty Programs 117

ShepHyken

APRIL 29, 2019

And, I’ll add a tenth: Make it super easy for your customers to find your contact information. 76% of Customers Choose Loyalty Programs that Collect ONLY Name and Phone Number by Michael Guta. Small Business Trends) More businesses are adopting customer loyalty programs because it is much easier to deploy.

Article 20

Article 2019 Loyalty Programs Customer Service 20

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

AUGUST 23, 2021

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. However, there is a difference between a loyalty program and a marketing program. Just kidding!

Article 20

Article 2021 Customer Service Customer Service Training 20

ShepHyken

SEPTEMBER 9, 2019

(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

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Article 2019 Customer Service Loyalty Programs 103

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.

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Net Promoter Score Article 2018 Customer Service 97

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?

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2020 Article Customer Service Loyalty Programs 99

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. For information, contact 314-692-2200 or www.hyken.com.

Airlines 102

Airlines Hotels Loyalty Programs Loyalty 102

ShepHyken

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.

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Workshop Loyalty Programs Customer Service Training Customer Service 91

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

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2021 Article Rewards Programs Customer Service 91

ShepHyken

MARCH 5, 2018

We can learn a lot from good and bad service. The Six Cs of Loyalty Program Marketing by Rick Boubelik. My Comment: Want to know some sure-fire ways to create a successful customer loyalty program? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Article 2018 Customer Service Loyalty Programs 81

ShepHyken

AUGUST 8, 2016

This article by Shai Berger, CEO of Fonolo and an expert in the customer support world, shares his thoughts in this thought provoking article. 7 Steps to a Flawless Loyalty Program by Timi Garai. Plus, the infographic also explains how a loyalty program can help to increase your ecommerce store’s profit.

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Net Promoter Score 2016 Article Customer Service 80

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

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2016 Article Customer Service Loyalty Programs 78

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

MAY 28, 2018

More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. Retail TouchPoints) With the benefits of loyalty programs well known, competition among brands for members and a larger share of their spending is fierce — and consumers know it, so they are expecting more in return for their loyalty.

2018 79

2018 Article Customer Service Loyalty Programs 79

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

JANUARY 10, 2022

How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene. Atlanta Small Business Network) Regardless of the industry, you’ll come across various issues concerning customer retention. Keep in mind that a loyalty program is as much about marketing. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Loyalty Programs 85

ShepHyken

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic.

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Article 2022 Loyalty Programs Customer Service 68

ShepHyken

FEBRUARY 26, 2018

My Comment: Customers are more demanding than ever, especially when it comes to the customer experience. They know what good service is and expect it. This, according to the article, can put a company that’s not customer focused in a “fragile” position. Why Paid Memberships Are the New Loyalty by Doug Stephens.

Article 78

Article 2018 Airlines Customer Service 78

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. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

2017 30

2017 Article Customer Service Loyalty Programs 30

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program 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.

Article 85

Article 2019 Customer Service Social Media 85

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. Or, do they?

Article 68

Article 2022 Customer Service Customer Service Training 68

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

2022 68

2022 Article Customer Service Loyalty Programs 68

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. I love that!)

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2024 Article Customer Service Retail 88

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.

Article 68

Article 2022 Loyalty Programs Customer Service 68

ShepHyken

JUNE 6, 2022

The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I’m always careful when using the term “loyalty program.”

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Article 2022 Customer Service Loyalty Programs 73

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.

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2020 Article Customer Service Exceptional Customer Service 83

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

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2023 Article Customer Service Loyalty Programs 14

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty 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.

Article 68

Article 2022 Customer Service Loyalty Programs 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

NOVEMBER 13, 2017

5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner . CRM Buyer) Getting customers — and keeping them — is the name of the game in e-commerce. My Comment: If you have any type of loyalty program, you will want to read this article. For information contact or www.hyken.com.

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2017 Article Customer Service E Commerce 15

ShepHyken

JUNE 20, 2022

Consumers Embracing Premium Loyalty Programs by Retail Customer Experience. Retail Customer Experience) Consumers are more likely than ever to join a premium loyalty program and willing to pay if the program guarantees discounts and offers relevant benefits. Maybe it’s time to start!).

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2022 Article Customer Service Loyalty Programs 13

ShepHyken

AUGUST 28, 2017

.” I don’t think you’ll find any surprises in the companies representing the bottom of the customer service world, however you may be surprised at a few of the Hall of Famers. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai. Well deserved, I might add!).

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2017 Article Customer Service Contact Center 85

ShepHyken

APRIL 17, 2017

The simplest of these programs is the famous punch card where ten purchases get you a discount or free purchase once completed. My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer.

2017 79

2017 Article Social Media Customer Service 79

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