ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. In another one of my books, I cover six “Convenience Principles.”

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Article 2021 Customer Service B2C 150

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

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Article 2022 Customer Service Customer Service Training 123

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 150

Travel Customer Service Training Books Culture 150

ShepHyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Loyalty is more than points.

Article 145

Article 2021 Customer Service 2026 145

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. and over the years I became a regular customer.

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Loyalty 2019 Customers 2018 109

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. If I had to book a flight on an airline, why would I choose one over another? Consider this: . Here’s an example.

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Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers. by Jay Baer.

Article 70

Article 2022 Customer Service Loyalty Programs 70

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

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Books Social Media Customer Service Training Reference 164

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they? Anytimed by Seth Godin.

Article 64

Article 2022 Customer Service Customer Service Training 64

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well.

Article 75

Article 2022 Customer Service Loyalty Programs 75

ShepHyken

DECEMBER 21, 2020

Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Nothing fancy here.

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2020 Article Customer Service Airlines 155

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

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2021 Article Customer Service 2022 70

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

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Measurement Net Promoter Score Customer Satisfaction Books 152

ShepHyken

MARCH 15, 2021

I just wrote another book ( I’ll Be Back: How to Get Customers to Come Back Again and Again ), which is all about repeat customers. So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. It’s the price of admission.

Article 129

Article 2021 Customer Service Customer Service Training 129

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. While loyal customers may be slower to leave, with enough issues, they will move on.

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White Paper Article 2022 Customer Service 70

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

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Culture Customer Centricity Sports Definition 108

ShepHyken

AUGUST 29, 2022

Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue. My Comment: This week, customer loyalty seemed to be the big topic. My Comment: Loyalty and repeat business belong together.

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2022 Article Customer Service Customer Retention 64

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers.

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2021 Article Customer Service Social Media 145

ShepHyken

APRIL 7, 2021

Now, if someone comes in to buy a book they saw on our website, we can access the online price through our register. A lack of trust costs you repeat business and will never earn you loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Avoid uncertainty.

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Retail Customers Customer Service Training Books 138

ShepHyken

JUNE 6, 2022

For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Inflation Is Impacting the Customer Experience: Here’s What to Do About It by Jim Katzman. Retail Customer Experience) How does inflation affect customer experience?

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

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Article 2022 Customer Service Hospitality 70

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

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2021 Article Customer Service 2001 72

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.

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2021 Article Customer Service Retail 84

ShepHyken

MAY 3, 2021

(Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. My Comment: You can’t automate a customer relationship. That’s a full chapter in my latest book, I’ll Be Back. Tip number three is all about customer service.

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Article E Commerce 2021 Customer Service 109

ShepHyken

DECEMBER 20, 2018

In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of Customer Service Success. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in Customer Service. Give A Valuable Gift: The Top 10 Business Books For 2018.

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Article Customer Service 2018 Books 122

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!7 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

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2020 Article Customer Service Hospitality 65

ShepHyken

SEPTEMBER 12, 2016

People, especially our customers, want to know they are appreciated. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. Huffington Post) The first step is providing clients with a great product or service. 20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) by Len Markidan.

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2016 Article Customer Service Books 113

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. My Comment: Even though the title indicates these books are “retail reads,” many are appropriate for any type of business.

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Article 2022 Customer Service Retail 70

ShepHyken

APRIL 12, 2021

It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed. My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs , takes an innovative look at this concept. Then there is the concept of “Over Promise and Over Deliver.”

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Article 2021 Competitive Advantage Customer Service 80

ShepHyken

NOVEMBER 15, 2021

(Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. It’s all about the brand’s ‘helpful place’ promise to customers. Customers learned new ways of doing business.

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Article 2021 Customer Service Metrics 72

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price.

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Culture Customer Service Training Books Customers 133

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

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2020 Article Customer Service Touchpoint 75

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.

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Article 2020 Loyalty Programs Customer Service 64

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

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Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

DECEMBER 19, 2018

I get new magic books and props in here every week. It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. The post Do Your Customers Trust You This Much?

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Customer Service Training Reference Customers Books 120

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

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2016 Article Customer Service Loyalty 124

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture.

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2019 Article Customer Service Competitive Advantage 107