ShepHyken

JUNE 21, 2021

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. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible.

2021 80

2021 Article Rewards Programs Customer Service 80

ShepHyken

JANUARY 2, 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. Customer Loyalty Is Your Holy Grail for Success. My Comment: How do we create customer loyalty? by Matt Bertram.

Article 64

Article 2023 E Commerce Customer Service 64

Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

ShepHyken

MAY 28, 2018

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. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . Service with a Simile.

2018 77

2018 Article Customer Service Loyalty Programs 77

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important?

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Surprise the customer.

Customer Experience 109

Customer Experience Loyalty Loyalty Programs Touchpoint 109

CSM Magazine

AUGUST 21, 2023

Customer engagement has become one of the most critical success factors for retailers looking to drive sales, loyalty, and overall business growth. However, with the increasing complexity and diversity of today’s retail environment, engaging with customers has become a more challenging task.

Retail 52

Retail Customer Engagement Engagement Social Media 52

CSM Magazine

FEBRUARY 29, 2024

Personalizing omnichannel experiences involves tailoring your interactions with customers across multiple channels to meet their unique needs and preferences. Collect customer data: Collect data on your customers such as their purchase history, preferences, and behavior across different channels.

Omnichannel 52

Omnichannel Connections Loyalty Programs Social Media 52

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. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #2: Create frictionless shopping experiences.

Loyalty 79

Loyalty Brands Loyalty Programs Customer Journey Mapping 79

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. Yet, this boom also means that online stores face stiff competition in attracting and retaining customers. In this article, we’ll explore a few next-level approaches that are shaping the future of e-commerce engagement.

E Commerce 52

E Commerce Loyalty Engagement Customer Engagement 52

ShepHyken

MAY 8, 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. One day, a customer won’t be happy with us. By the way, don’t let the “Midsize” in the title dissuade you from reading this article.

Article 12

Article Customer Service Loyalty Programs 2023 12

CSM Magazine

JANUARY 2, 2024

In the highly competitive casino world, exceptional customer service is crucial for attracting and retaining high-value customers. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends. Many casinos go out of their way to make their high rollers happy.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Loyalty Programs 52

ShepHyken

OCTOBER 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. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. Usher in customer-centricity.

Article 12

Article 2022 Customer Service Customer Centricity 12

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

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Feedback 52

CX University

NOVEMBER 21, 2020

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. Customer-facing teams in sales and service-orientated environments embrace the concept. Customer-facing teams in sales and service-orientated environments embrace the concept. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

SurveySparrow

JUNE 20, 2021

Looking for ways to improve customer satisfaction? Customer satisfaction directly impacts the growth of your business. Lower customer satisfaction levels lead to lower retention rates, which in turn affect the revenue you generate. Companies have a hard time satisfying their increasingly demanding customers.

Customer Satisfaction 52

Customer Satisfaction 2021 Social Media Loyalty Programs 52

ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. From sanitizing stores daily to limiting the number of consumers at a moment and creating visual markers to ensure social distancing, retailers are taking all necessary measures to ensure the safety of their staff and customers against the virus.

Retail 121

Retail Customer Experience Technology Consumers 121

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase.

Retail 52

Retail Customer Experience Sports Customers 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Imagine this.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

LoyaltyPlus

JULY 17, 2020

It represents a chance for brands to reengage customers. South Africa has always been a brand-conscious market, but these days the consumer has become a lot more discerning and, amid the pandemic, recognises the value of loyalty rewards and programmes in the value chain, says LoyaltyPlus. Reward a variety of customer actions.

Loyalty 52

Loyalty Loyalty Programs Retail Customer Relationship Management 52

transcosmos Information Systems

JUNE 22, 2017

Customer data is just at the tips of your fingers. Whether you’re a small business entrepreneur, a Marketing VP of a large corporation, a CMO of an IT support company , or a customer service practitioner, both you and your customers will benefit from understanding your customers better through data analytics.

Social Media 76

Social Media Customer Experience Omnichannel Loyalty Programs 76

ERDM

APRIL 4, 2019

Article by Ernan Roman Featured on CustomerThink.com Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. Value is the force that propels customer experience. It is the perception by consumers that their business and loyalty are appreciated.

Engagement 53

Engagement Marketing Loyalty Programs Consumers 53

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession. That’s a fumble.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

delighted

JUNE 1, 2022

Selling to your existing customers is far easier than acquiring new customers. The general rule of thumb is it costs five times as much to generate a new customer than to sell to your existing customers. Your current customers are also more likely to spend more. Why is customer lifetime value important?

Net Promoter Score 71

Net Promoter Score Customer Retention Loyalty Customers 71

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

ERDM

APRIL 4, 2019

Article by Ernan Roman Featured on CustomerThink.com Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. Value is the force that propels customer experience. It is the perception by consumers that their business and loyalty are appreciated.

Engagement 40

Engagement Marketing Loyalty Programs Consumers 40

CSM Magazine

AUGUST 4, 2022

While customers are returning to physical shopping in the post-Covid economy, digital engagement strategies are still vital to retain customers and keep them satisfied. Digital experience is very important to this group and rates second only to price as the biggest driver of customer satisfaction.

Consumers 59

Consumers Retail E Commerce Customer Satisfaction 59

Currency Alliance

JANUARY 22, 2020

Every CEO waxes lyrical about the importance of loyalty. Every CFO knows a loyal customer is many times more profitable than others. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Happy or Not

AUGUST 28, 2023

Business analytics in retail are one of the most powerful tools companies can use to increase customer satisfaction and drive long-term growth. By understanding customer preferences and predicting future trends through predictive analytics, businesses can launch targeted marketing that drives sales and customer loyalty.

Retail 36

Retail Customer Satisfaction Competitive Advantage Loyalty 36

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78