ShepHyken

MARCH 14, 2023

I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.

Loyalty 101

Loyalty Customer Service Training Customers Connections 101

ShepHyken

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. Anything you do to get a customer to start to do business with you – and gets them to return – could fall under the concept of a marketing strategy.

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Customer Service Training 90

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. It isn’t a coincidence that the best places to work are also recognized as the organizations that deliver the best customer service.

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Loyalty Reference Customer Service Training Customers 130

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

ShepHyken

NOVEMBER 2, 2016

It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. Loyalty is an emotion. Satisfactory is a rating.

Loyalty 134

Loyalty Loyalty Programs Lifetime Customer Customer Service Training 134

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

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2024 E Commerce Article Loyalty Programs 69

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 625

Automotive Competitive Advantage Customer Service Training Customer Service 625

InMoment XI

MARCH 11, 2024

This could involve refining processes, updating features, enhancing customer service training, or any other actions aimed at improving the overall customer experience. Customer Response: Customers interact with the updated product, service, or experience, and their responses are observed.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. For information contact or www.hyken.com. Consider this.

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Loyalty Retail Customer Service Training Connections 134

ShepHyken

OCTOBER 19, 2016

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Loyalty 133

Loyalty Customer Service Training Customers Customer Service 133

ShepHyken

DECEMBER 26, 2023

Be flexible in your thinking when it comes to taking care of customers.  Be more engaged – Your customers want to feel that you’re focusing on them. Actively listen and respond with questions that show you’re paying attention and want more information. Get customers to feel connected to you because they know you care.

Customer Service 156

Customer Service Workshop Customer Service Training Connections 156

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. Published on: February 20, 2019.

Loyalty 109

Loyalty 2019 Customers 2018 109

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. The formula for calculating customer retention is pretty simple.

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Customer Retention Measurement B2C Customer Service Training 165

ShepHyken

AUGUST 11, 2021

They were, but that loyalty was to location and price, not to your business. . The point is to recognize the difference between repeat customers and loyal customers. Make sure you understand the why behind what brings that customer back. I like to refer to repeat customers as gold and loyal customers as sacred.

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Loyalty Books Customers Customer Service Training 173

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 134

2021 Article Customer Service Loyalty Programs 134

Bill Quiseng

NOVEMBER 8, 2023

Instead, treat your customers a little better than they expect to be treated. Serve to CARE for your customers. COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

NOVEMBER 10, 2021

Normally I would have been frustrated, but she gave me enough information to make me feel confident she was working on a solution. Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. Customer loyalty requires creating confidence, not perfection.

Loyalty 146

Loyalty Customer Service Training Customer Service Information 146

ShepHyken

MARCH 4, 2020

“Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Loyalty is an emotion. Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.”

Books 162

Books Loyalty Customer Service Training Customers 162

ShepHyken

FEBRUARY 16, 2022

When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. The other will share the same information, but at the same time will educate you why one is better – or not – than another. Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Service Training 130

Customer Service Training Customers Information Loyalty 130

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 172

Airlines Customer Experience 2021 Customer Service Training 172

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer.

Article 130

Article E Commerce 2021 Customer Service 130

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

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.

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2024 Article Customer Service Average Handle Time 60

ShepHyken

OCTOBER 12, 2022

Gen-Z and Millennials are the catalysts for digital customer support channels. . Rob Siefker, Zappos.com’s former senior director of customer loyalty, shared his take on social media channels in a recent Inc. When asked why Zappos uses social media, his answer was, “Zappos customers use it. Follow on Twitter: @Hyken.

Social Media 157

Social Media Customer Service Customer Care Customer Service Training 157

ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

2024 59

2024 Article Customer Service Workshop 59

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 60

2024 Article Customer Service Net Promoter Score 60

ShepHyken

MARCH 15, 2021

So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. My Comment: This article makes the point that customer service training is important, but even more important than that are some of the author’s comments.

Article 128

Article 2021 Customer Service Customer Service Training 128

ShepHyken

JUNE 6, 2022

While a short article like this won’t have all the answers, there’s information here to get you thinking. The strategy I’ve been sharing with my clients is to proactively communicate problems, have 100% transparency (hide nothing), and provide plenty of information and updates. I’m always careful when using the term “loyalty program.”

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

2021 155

2021 Article Customer Service Guest Experience 155

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. For customer service, CSAT, NPS, and service level targets help us benchmark satisfaction. With over 1.75

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

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!

Article 145

Article 2020 Customer Service Loyalty Programs 145

ShepHyken

MARCH 17, 2021

Loyalty for future orders!”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Sales 172

Sales Customer Service Training Customers Loyalty 172

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. And everyone’s lives will be enriched. Tuition is free.

Customer Care 78

Customer Care Customer Service Training Interaction Customers 78

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 60

Customer Retention Loyalty Loyalty Programs Social Media 60

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 93

2021 Article Customer Service Retail 93

ShepHyken

NOVEMBER 14, 2022

Loyalty and repeat customers are up for grabs. Companies are struggling, and if they don’t manage the problems well, customers notice. While loyal customers may be slower to leave, with enough issues, they will move on. Why Reducing Customer Effort Leads To Loyalty by Dan Gingiss. Follow on Twitter: @Hyken.

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White Paper Article 2022 Customer Service 69