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 63

2024 Article Customer Service Net Promoter Score 63

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 65

Article 2022 Loyalty Programs Customer Service 65

ShepHyken

DECEMBER 7, 2020

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. And there are nine more!

Article 149

Article 2020 Customer Service Loyalty Programs 149

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 61

Article Customer Service 2023 Loyalty Programs 61

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 67

Article 2023 Customer Service Loyalty Programs 67

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 65

Article 2022 Customer Service Loyalty Programs 65

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 63

2024 Article Customer Service Average Handle Time 63

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 82

2021 Article Rewards Programs Customer Service 82

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 61

Article Customer Service 2023 Customer Centricity 61

ShepHyken

FEBRUARY 1, 2021

9 Ways to Boost Customer Experience and Online Engagement by Shane Phair. TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates.

2021 142

2021 Article Customer Service Rewards Programs 142

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 63

2024 Article Customer Service B2B 63

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 68

Article 2022 Customer Service Loyalty Programs 68

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 65

Article 2023 E Commerce Customer Service 65

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 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

NOVEMBER 14, 2022

Also, 30% of them are willing to pay more and 30% are willing to wait longer at small businesses versus major retailers or chain stores, according to a new NerdWallet survey of over 3,000 U.S. My Comment: Most loyalty programs are really marketing programs. But true loyalty programs go beyond being transactional.

White Paper 71

White Paper Article 2022 Customer Service 71

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

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 97

Article 2020 Customer Service Contact Center 97

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 106

2020 Article Customer Service Exceptional Customer Service 106

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Article 67

Article Customer Service 2023 2024 67

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 65

Article 2020 Loyalty Programs Customer Service 65

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 78

2018 Article Customer Service Loyalty Programs 78

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 63

2019 Article Customer Service 2018 63

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.

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Article 2018 Airlines Customer Service 78

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 77

Article 2020 Customer Service E Commerce 77

ShepHyken

JANUARY 22, 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.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

FEBRUARY 13, 2017

The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. The slogan was popularized by pioneer successful retailers like Harry Gordon Selfridge, John Wanamaker and Marshall Field. by Vitaliy Verbenko.

2017 81

2017 Article Customer Service Loyalty Programs 81

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 81

2017 Article Customer Service Contact Center 81

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. My Comment: I love the concept of loyalty programs.

Article 18

Article 2021 Customer Service Customer Service Training 18

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

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

APRIL 29, 2019

By the way, I like the simple definition the author uses for customer loyalty: “… the ongoing instance of a customer who continues to repurchase from a business when they have competitor and substitute offers available.”. Are you putting Customer Experience theory into practice? by Daniel Frank.

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Article 2019 Loyalty Programs Customer Service 19

ShepHyken

MARCH 5, 2023

My Comment: Do you want to increase your Customer Lifetime Value? Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. My Comment: It’s simple… Customers want a better experience. Plenty of other findings will compel you to create a better customer communications experience.

Article 13

Article 2023 Customer Service E Commerce 13

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 13

2023 Article Customer Service 2009 13

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 14

2023 Article Customer Service Contact Center 14

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

MARCH 31, 2018

A few years back, I wrote about the Eptica study that evaluated 500 US retailers’ ability to respond to customers. For example, Starbucks has an app that drives their loyalty program by rewarding frequent visits and giving incentives for customers to come back more often. Reaction time is important.

Social Media 88

Social Media Customer Service Marketing Airlines 88

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. My Comment: I often write about the difference between a loyalty program and a marketing/promotional program.

Article 109

Article 2019 Customer Service B2B 109