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 65

Customer Retention Loyalty Loyalty Programs Social Media 65

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

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

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 143

2021 Article Customer Service Contact Center 143

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 125

2016 Article Customer Service Travel 125

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. It’s the price of admission.

Article 106

Article 2021 Customer Service Customer Service Training 106

ShepHyken

OCTOBER 3, 2016

(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Follow on Twitter: @Hyken.

2016 125

2016 Article Airlines Customer Service 125

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Customer Service Competitive Advantage Customers 99

TechSee

JUNE 16, 2022

He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. These 6 Customer Retention Strategies Actually Work by Hal Koss.

Article 99

Article 2020 Customer Service Customer Retention 99

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Article 104

Article 2021 Customer Service Magazine 104

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Article 109

Article 2021 Customer Service Contact Center 109

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Article 94

Article 2020 Customer Service Customer Retention 94

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 102

2021 Article Customer Service Retail 102

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. Want evidence?

2017 90

2017 Article Customer Service Contact Center 90

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Article 23

Article Customer Service 2023 2022 23

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. membership renewal rate.

2024 85

2024 Article Customer Service Retail 85

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 98

2019 Article Loyalty Programs Customer Service 98

ShepHyken

SEPTEMBER 30, 2019

GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. NPS, CES, CSAT: Which One is the Best Metric?

Article 19

Article 2019 Customer Service Contact Center 19

ShepHyken

SEPTEMBER 27, 2021

Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year.

Article 21

Article 2021 Customer Service E Commerce 21

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. My Comment: Another one of my favorite topics is customer loyalty.

2023 14

2023 Article Customer Service 2009 14

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Article 78

Article Customer Service 2024 Loyalty Programs 78

ShepHyken

JUNE 11, 2018

Customer Loyalty is Not the Same as Repeat Business by Joseph Michelli . Joseph Michelli) Given the confusion that abounds between loyalty and repeat business, I thought I would share a couple of nuances that I hope will prove conceptually helpful. People confuse repeat business with loyalty. They are not the same.

Article 80

Article 2018 Customer Service Loyalty 80

ShepHyken

AUGUST 29, 2022

Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue. My Comment: This week, customer loyalty seemed to be the big topic. My Comment: Loyalty and repeat business belong together.

2022 66

2022 Article Customer Service Customer Retention 66

ShepHyken

MARCH 13, 2017

Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier. My Comment: If customer loyalty is important to you and your business (and I know it is), then take a few minutes to not just read, but study this article.

2017 93

2017 Article Social Media Customer Service 93

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Article 71

Article Customer Service Hospitality Hotels 71

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Keep this article nearby and refer to it often.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. How to Make Loyalty a New Business Line for your Brand?

Article 88

Article 2023 2028 Customer Service 88

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Follow on Twitter: @Hyken.

Article 88

Article 2018 Customer Service Airlines 88

ShepHyken

SEPTEMBER 26, 2022

Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member. Forbes) In marketing, attracting new customers is only one half of the equation; businesses must also focus on how to keep those customers once they earn them. All customers deserve to be treated with respect and dignity.

Article 71

Article 2022 Customer Service Customer Retention 71

ShepHyken

JANUARY 10, 2022

He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business.

Article 82

Article 2022 Customer Service Loyalty Programs 82

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. And as we all know, replacing an existing customer costs 7 times more than retaining them.

2016 83

2016 Article Customer Service Customer Retention 83

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

2018 72

2018 Article Customer Service Loyalty 72

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 71

Article 2023 Customer Service Loyalty Programs 71

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. ACSI: Customer Satisfaction Decline Continues — Here’s a Big Reason by Marianne Wilson.

Article 75

Article 2022 Customer Service 2005 75