ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The first trend that caught my eye had to do with paid loyalty programs. Here are my top five picks from last week.

2024 66

2024 Article Customer Service Contact Center 66

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Article 79

Article 2023 2028 Customer Service 79

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is an interesting article from the New York Times about the state of customer service.

Article 74

Article 2022 Customer Service Loyalty Programs 74

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Don’t succumb to the “fatal flaws” covered in this article.

2022 64

2022 Article Loyalty Programs Customer Service 64

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 86

Customer Retention Net Promoter Score Measurement Loyalty Programs 86

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. That’s not a bad thing.

2019 91

2019 Article Loyalty Programs Customer Service 91

Optimove

OCTOBER 5, 2023

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing. Others

Marketing 72

Marketing 2023 Loyalty Consumers 72

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Washington University in St.

Article 64

Article 2020 Loyalty Programs Customer Service 64

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. The concept is simple.

Article 75

Article 2020 Customer Service E Commerce 75

SurveySensum

JANUARY 18, 2024

Imagine this: you’re a business owner eagerly waiting for your latest marketing campaign to take off. Effective marketing is all about reaching your audience where they are and engaging them with timely, relevant messages. This is where SMS automation comes in as a powerful tool to enhance your marketing efforts.

Marketing 52

Marketing Fashion Demo Customer Journey 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. Reduced customer churn .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Do not confuse the two.

2017 79

2017 Article Social Media Customer Service 79

CSM Magazine

AUGUST 21, 2023

However, with the increasing complexity and diversity of today’s retail environment, engaging with customers has become a more challenging task. The good news is that with the right strategies and processes in place, retailers can achieve higher levels of customer engagement and build stronger relationships.

Retail 52

Retail Customer Engagement Engagement Social Media 52

Lumoa

FEBRUARY 2, 2023

In This Article: What is Customer Experience and Why Is it Important? What’s the Difference Between Customer Experience and Customer Service? A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. A bad CX can motivate customers to abandon the brand altogether.

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

ShepHyken

APRIL 17, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. Most marketing activities have the goal of getting targets to buy.

Loyalty 126

Loyalty Rewards Programs Loyalty Programs 2021 126

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with.

Marketing 98

Marketing Metrics Connections Customer Retention 98

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

ClearAction

APRIL 13, 2023

Marketing and Sales earnestly establish value propositions: what your brand promises customers will receive and what they’ll pay (money, time, etc.). The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. You need to “own” this customer segment.

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It involves a range of strategies, tools, and tactics that organizations use to attract, engage, and retain customers.

2023 13

2023 Article Customer Service Loyalty Programs 13

Alida

APRIL 19, 2017

E-commerce and the undeniable dominance of Amazon is one obvious answer, but as a recent Atlantic article points out, the full story is more complex than that. America has way too many malls, and the decline is an inevitable correction of the market. The Atlantic also puts the blame on shifting customer preferences.

Retail 173

Retail E Commerce Sports Fashion 173

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. Create a Loyalty Program Creating a loyalty program is a great way to reward your most loyal customers for their continued support of your business.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Totango

JULY 15, 2021

The CCO is the voice for the CS department and is responsible for uniting C-level executives and the rest of the company on customer-centric values. Championing a customer-centered mindset within the company. Unifying customer data to create a comprehensive 360-degree view of customers that is accessible to all team members.

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

CSM Magazine

JANUARY 27, 2022

This is why so many business owners are so focused on their marketing efforts to reach new clients. However, did you know that there’s something more profitable than spending your marketing dollars in attracting new clients? Your existing customers. That said, developing a customer retention strategy is critical.

Loyalty Programs 52

Loyalty Programs Loyalty Technology Customers 52

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 59

Marketing Metrics Connections Customer Retention 59

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. Studies show that a 5% increase in customer retention can lead to an increase of between 25% and 95% in revenue. It makes sense then that promoting customer loyalty should be on every business’s to-do list.

Loyalty 52

Loyalty Customer Service E Commerce Loyalty Programs 52

ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. So, by offering a contactless payment method, especially during this pandemic, retailers demonstrate that they value customer safety and convenience, which will increase customers’ loyalty towards their brand.

Retail 120

Retail Customer Experience Technology Consumers 120

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

SurveySparrow

SEPTEMBER 27, 2023

It’s the key to understanding customer behavior, market dynamics, and business opportunities. Let’s see how it is used: Personalization: Big data drives personalized marketing and content, offering tailored experiences based on individual preferences. How data impacts the customer experience?

Customer Experience 52

Customer Experience E Commerce Loyalty Programs Social Media 52

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken, Adam Toporek and others (including me). You can read the original article here.

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

CSM Magazine

SEPTEMBER 4, 2019

Ask any successful business owner you know to choose between investing into acquiring new customers or focus on retaining the business’ current customers. Nine times out of ten, they will choose to direct their marketing efforts into preserving their present consumer base. Celebrate your customers’ birthdays.

Loyalty 55

Loyalty Loyalty Programs Social Media Advertising 55

SmartKarrot

SEPTEMBER 3, 2021

The answer is simple — retention marketing. Retention marketing is so effective that SEMRush states that a loyal customer usually spends 67 percent in their 31st-36th month on a brand rather than in the first six months of use. But, First, What is Retention Marketing? How do you make that happen?

Marketing 10

Marketing Loyalty Programs Banking Customer Retention 10

SurveySensum

SEPTEMBER 26, 2023

Have you ever poured your heart and soul into creating a product, only to find that it languishes in the market, struggling to gain traction? You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. But fear not, for there is hope!

Management 52

Management Demo User Experience Measurement 52