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. by Michael Stelzer.

2019 99

2019 Article Loyalty Programs Customer Service 99

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 103

2021 Article Customer Service Retail 103

ShepHyken

OCTOBER 4, 2021

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. My Comment: Returning customers are more profitable, not just because they return. Here are my top five picks from last week.

Article 105

Article 2021 Customer Service Magazine 105

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Article 76

Article Magazine Customer Service 2024 76

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt.

Article 112

Article 2020 Customer Service Magazine 112

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. A quick read with some important reminders. It drives word-of-mouth referrals.

2019 93

2019 Article Customer Service Guest Experience 93

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Brand loyalty is changing due to the pandemic by Chris Morris.

2020 95

2020 Article Customer Service Contact Center 95

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Article 16

Article 2022 Customer Service Magazine 16

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. Custom Studio (Inc. Not doing so is a risk to the long-term survival of your company!

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

NOVEMBER 11, 2024

The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses. Staff Friendliness by Miika Mäkitalo (CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail.

2024 72

2024 Article Customer Service Magazine 72

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. However, when done right, it can be an effective communication tool to gain new clients and customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. Quite a bit.

Article 15

Article 2022 Customer Service Magazine 15

ShepHyken

MAY 7, 2018

.” The Three Types of Brand Consistency that Drive Customer Loyalty by Christina Sanders. Let’s dive into the three types of brand consistency that can boost customer loyalty. My Comment: What drives loyalty? Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer.

Article 79

Article 2018 Customer Service Magazine 79

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

2024 68

2024 Article Customer Service Average Handle Time 68

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Ease of use. Personalization.

Article 80

Article Customer Service 2024 Loyalty Programs 80

ShepHyken

FEBRUARY 7, 2022

9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty.

Net Promoter Score 16

Net Promoter Score Article 2022 2030 16

ShepHyken

AUGUST 30, 2021

A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. This article gives clear definitions of both experiences. Maybe both!

Article 17

Article 2021 Customer Service Magazine 17

ShepHyken

NOVEMBER 29, 2021

Magazine) Employee turnover is always a stressful situation. HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers.

2021 94

2021 Article Customer Service Retail 94

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. Customers learned new ways of doing business.

Article 80

Article 2021 Customer Service Metrics 80

ShepHyken

APRIL 10, 2023

This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience. Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be.

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

2021 76

2021 Article Customer Service 2022 76

ShepHyken

MAY 15, 2017

And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner.

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

NOVEMBER 19, 2023

While this is a simple example, it illustrates how taking a risk and trusting your customers has the benefit of customers trusting and appreciating you. That can turn into more business – even customer loyalty. My Comment: Loyalty doesn’t happen without trust. This article includes seven ideas.

Article 66

Article Customer Service 2023 Magazine 66

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. It’s about getting “service” right. Respond to customers faster. Here’s the first one.

2021 86

2021 Article Customer Service Social Media 86

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 66

Article Customer Service 2023 Loyalty Programs 66

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. Customer Loyalty.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

2022 72

2022 Article Customer Service Magazine 72

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

MAY 26, 2024

How to Make Customer Service Your Company’s Superpower by Jaquie Scammell (The CEO Magazine) Customer service no longer sparks the same enthusiasm it once used to. Is it time to lead a new service leadership revolution and put the human back in ‘human service’? Connect with Shep on LinkedIn.

2024 83

2024 Net Promoter Score Article Customer Service 83

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Read on for the Five Cs of quality customer service.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

NOVEMBER 7, 2022

4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. I’ll add a fifth, and that’s customer experience.

2022 16

2022 Article Customer Service 2023 16

ShepHyken

JULY 18, 2016

Some very funny, but at the same time very serious, customer service quotes. Customer Loyalty: Obligation or Happy Marriage? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. b y Jeanette McMurtry. For information contact or www.hyken.com.

2016 69

2016 Article Social Media Customer Service 69

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

2021 80

2021 Article Customer Service 2001 80

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 72

Article Customer Service Hospitality Hotels 72

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Article 14

Article 2022 Customer Service Rewards Programs 14

CSM Magazine

JULY 1, 2024

Training Your Staff Your team should embody your commitment to exceptional service: Customer Service Training : Regularly train your staff on the latest customer service techniques and best practices. Implement these strategies and watch your customer satisfaction soar!

Automotive 52

Automotive Customer Service Loyalty Programs Magazine 52

ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Article 13

Article 2022 Customer Service E Commerce 13