ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

MARCH 27, 2017

The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. 5 New Rules To Winning The Customer Loyalty In The Digital Age by Shama Hyder. Forbes) Traditionally, the approach to creating customer loyalty has had a particular formula and countenance.

2017 83

2017 Article Net Promoter Score Customer Service 83

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

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

2017 78

2017 Article Customer Service Metrics 78

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP! 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Smartphones are the Secret Weapon by Ken Kunz.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

FEBRUARY 6, 2017

This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . It is the “warm feeling” that the customer has when they do business with you. That is “warmth.”

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

FEBRUARY 20, 2017

7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status!

2017 85

2017 Article Customer Service Contact Center 85

ShepHyken

APRIL 10, 2017

Improving Customer Experience Through Customer Data by Daniel Newman. Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term. The cost of NOT focusing on Customer Experience by Ian Golding.

2017 80

2017 Article Customer Service Insurance 80

ShepHyken

MAY 15, 2017

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. Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. If you don’t subscribe to his blog, you should.

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

JANUARY 30, 2017

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 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 80

2017 Article Customer Service Contact Center 80

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. Think Smiling Companies, Happy Customers.

2017 45

2017 2018 Chief Customer Officer NPS 45

ShepHyken

MAY 1, 2017

Repeat business is not built on a foundation of customer loyalty. My Comment: Every interaction we have with a customer is an opportunity to build customer loyalty. This is especially true the very first time a customer does business with us. For information contact or www.hyken.com.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

DECEMBER 4, 2017

And happiness is what customers will feel when everything is going right until something goes wrong. Relief can take you back to happiness, and maybe even create customer confidence (a key to creating loyalty) along the way. 5 Customer Experience Lessons from the World’s Biggest Brands Marketing by Kristian Bannister.

2017 0

2017 Article Customer Service Government 0

ShepHyken

JUNE 5, 2017

This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. He is one of the true CX experts. For information contact or www.hyken.com.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. Follow on Twitter: @Hyken.

2017 59

2017 Article Social Media Customer Service 59

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. Instead of being transaction-focused, your strategy must be customer-focused. 3 Ways to Foster Loyalty.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Technology NPS Benchmarks by CustomerGauge.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

OCTOBER 17, 2016

While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw. My Comment: Creating customer loyalty doesn’t have to be complicated.

2016 131

2016 Article Customer Service 2017 131

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. So, how do you stand out?

Article 52

Article Customer Service 2017 Loyalty Programs 52

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Customer Experience Champions Should Champion Call Center Employees. Revolutionary Thinking on Customer Loyalty. 13 November 2017.

Call Center 111

Call Center 2017 Contact Center Consulting 111

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. This, according to the article, can put a company that’s not customer focused in a “fragile” position.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

JULY 24, 2017

A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. So, how do you stand out?

2017 28

2017 Article Customer Service Loyalty Programs 28

ShepHyken

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Follow on Twitter: @Hyken.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 38

2017 Article Customer Service Competitive Advantage 38

ShepHyken

OCTOBER 30, 2017

Yes, you want your customers to be happy, but maybe just as important, if not more so, are your employees. Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. This one is focused on loyalty. by Joseph Michelli.

2017 24

2017 Article Social Media Customer Service 24

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

ShepHyken

NOVEMBER 29, 2021

(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. Well, that’s a good question. Follow on Twitter: @Hyken.

2021 86

2021 Article Customer Service Retail 86

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

DECEMBER 26, 2016

5 ways to build customer loyalty by Laura Loughran. IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. For information contact or www.hyken.com.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. TeleTech) Memorable.

2016 105

2016 Article Social Media Customer Service 105