ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Follow on Twitter: @Hyken.

2021 127

2021 Article Customer Service B2B 127

ShepHyken

APRIL 18, 2023

It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level. That is what Amazon has mastered, and it’s something you and your organization can do, too!

Reference 65

Reference B2C Workshop Customer Service Training 65

ShepHyken

NOVEMBER 30, 2020

My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. 5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…) by Michael Hinshaw. My Comment: This topic intrigues me.

Article 85

Article 2020 Customer Service B2C 85

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. CX is for retail brands, as in B2C. A quick read with some important reminders.

2019 88

2019 Article Customer Service Guest Experience 88

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Article 96

Article 2020 Customer Service Contact Center 96

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Here are five strategies that can help avoid losing loyal customers.

2021 85

2021 Article Customer Service Retail 85

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Some training courses are designed for all employees.

Article 52

Article 2022 Customer Service Retail 52

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

MAY 23, 2018

And, what happens when a customer doesn’t receive the customer service they expect? The NewVoiceMedia reports that “Brands are failing to create the positive, emotional experiences that drive customer loyalty.” That failure results in 67% of customers becoming what they call “serial switchers.” They switch!

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. A customer just looking to pick up a carton of milk sees the layout as inconvenient.

Article 90

Article 2019 Customer Service Customer Centricity 90

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.” by Wayne Simmons.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. Want evidence?

2017 88

2017 Article Customer Service Contact Center 88

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Article 65

Article 2020 Loyalty Programs Customer Service 65

ShepHyken

JANUARY 13, 2020

There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. It’s not rocket science, but it doesn’t have to be.

2020 93

2020 Article Customer Service Retail 93

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. My Comment: All types of businesses (B2B, B2C, large, small, etc.) Customers want an easy and smooth transaction. Here are my top five picks from last week.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

AUGUST 20, 2018

Critical areas of the digital customer experience by Natalia Hawkins. MyCustomer) Over the past couple of decades, the concept of being able to conduct business operations virtually (both in a B2B and B2C setting) has caused a huge ripple effect for companies across the board. My Comment: How much digital is too much digital?

Article 69

Article 2018 Customer Service B2B 69

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. Customer Gauge) By 2020, however, the CX & NPS industry is bound to change.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. These expectations, when met, can earn you repeat business and even customer loyalty.

Article 107

Article 2019 Customer Service B2B 107

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

2020 119

2020 Article Customer Service Loyalty Programs 119

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 13, 2020

There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations. How Brands Can Build Loyalty in the Era of the Millennial and Gen Z by Jason Parkin. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 56

Article 2020 Customer Service Omnichannel 56

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

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. And as we all know, replacing an existing customer costs 7 times more than retaining them.

2016 83

2016 Article Customer Service Customer Retention 83

ShepHyken

FEBRUARY 5, 2018

The sales person than can out service their competitor wins. Here are ten points that are relevant for any company that wants to sell in way that creates customer loyalty. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX Follow on Twitter: @Hyken.

2018 15

2018 Article Customer Service B2C 15