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

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 28, 2024

5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. My Comment: I’ve been studying how different brands are creating successful loyalty programs.

E Commerce 77

E Commerce Article 2024 Loyalty Programs 77

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JUNE 17, 2024

Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector. Customers want to create an emotional connection with a business. My Comment: Shoplifters are a problem for retailers and their customers.

2024 91

2024 Article Magazine 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.

2021 91

2021 Article Rewards Programs Customer Service 91

ShepHyken

OCTOBER 6, 2024

If you combine that with a great CX, customers will keep coming back. Top 5 Customer Loyalty Programs That Work by Retail Merchandiser (Retail Merchandiser) In today’s competitive market, businesses need more than just quality products or services to retain customers—they need to cultivate loyalty.

Article 85

Article Customer Service 2024 Loyalty Programs 85

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. In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force.

Article 91

Article 2023 2028 Customer Service 91

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.

2024 88

2024 Article Customer Service Retail 88

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

2022 68

2022 Article Customer Service Loyalty Programs 68

ShepHyken

NOVEMBER 27, 2017

Zappos is an amazing retailer that aligns with this concept. 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. For information contact or www.hyken.com.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

2024 75

2024 Article Customer Service Contact Center 75

ShepHyken

MARCH 28, 2022

Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer. Total Retail) The latest post to take LinkedIn by storm wasn’t an announcement about a startup raising millions in funding or an A-list executive joining the board of an industry titan. Enough said! Read the article! Follow on Twitter: @Hyken.

Article 68

Article 2022 Loyalty Programs Customer Service 68

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

FEBRUARY 24, 2020

Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. 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?

2020 83

2020 Article Customer Service Exceptional Customer Service 83

CSM Magazine

OCTOBER 25, 2023

The “brick and mortar” retail sector operates in a challenging environment, especially as many in-store workers are likely craving remote work opportunities. As a result, physical retailers must offer something truly special to entice and retain customers. Retail staff need to communicate well, it is part and parcel of the job.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

2024 70

2024 Article Customer Service Net Promoter Score 70

ShepHyken

MAY 4, 2020

Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. Our customers have been impacted in a way that has them thinking and behaving differently. Smart idea! Follow on Twitter: @Hyken.

Article 78

Article 2020 Customer Service Contact Center 78

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. This is not rocket science.

Article 68

Article 2022 Customer Service Loyalty Programs 68

ShepHyken

FEBRUARY 26, 2018

My Comment: Here’s an interesting take on loyalty programs. Maybe they aren’t as effective as they could be, as the article points out that “retailers are spending mountains of money to retain the very customers they had the least chance of losing to begin with.” Follow on Twitter: @Hyken.

Article 78

Article 2018 Airlines Customer Service 78

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!).

2017 85

2017 Article Customer Service Contact Center 85

ShepHyken

FEBRUARY 18, 2019

(SmarterCX) From the continued growth of ecommerce to the rise of experiential retail, 2018 saw a number of changes within the retail industry. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. Pioneers: Who’s really going to drive a new retail perspective?

2019 70

2019 Article Customer Service 2018 70

ShepHyken

JUNE 6, 2022

For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Inflation Is Impacting the Customer Experience: Here’s What to Do About It by Jim Katzman. Retail Customer Experience) How does inflation affect customer experience?

Article 73

Article 2022 Customer Service Loyalty Programs 73

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!).

2022 13

2022 Article Customer Service Loyalty Programs 13

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. There’s something here for every company, from small to large.

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

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. From a tube of mascara to a jade bracelet or water pump, retailers are paying the price for the items left behind.

Article 77

Article 2022 Customer Service Loyalty Programs 77

ShepHyken

NOVEMBER 13, 2017

(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. 4 Essentials for Building a Well Mannered Customer-Service Chatbot by Clemont Tussiot. Follow on Twitter: @Hyken.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

Article 67

Article Customer Service 2023 Loyalty Programs 67

ShepHyken

FEBRUARY 25, 2024

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. Making the program attractive and valuable to your customers is key. My Comment: This short article will take you less than two minutes to read.

2024 70

2024 Article Customer Service Average Handle Time 70

ShepHyken

FEBRUARY 4, 2024

How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

2024 70

2024 Article Customer Service B2B 70

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.

Article 68

Article 2023 E Commerce Customer Service 68

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. Customers accumulate points for every pound they spend to earn discounts on future products and services. and amazing customer service.

Article 67

Article Customer Service 2023 Customer Centricity 67

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. Here are five charts on how to up your loyalty game.

2023 15

2023 Article Customer Service Contact Center 15

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

2023 14

2023 Article Customer Service 2009 14

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.

Article 52

Article 2020 Loyalty Programs Customer Service 52

ShepHyken

APRIL 6, 2020

(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs. The other is more of a marketing program that rewards customers for coming back.

Article 62

Article 2020 Customer Service E Commerce 62