Currency Alliance

JANUARY 18, 2021

Other than the number of rooms booked, how much do hoteliers know about their guests? It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

2020 154

2020 Article Customer Service Airlines 154

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. It’s the experience that drives engagement.

Article 64

Article 2022 Customer Service Customer Service Training 64

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Here’s why.

Engagement 63

Engagement Culture Workshop Employee Experience 63

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.

Article 123

Article 2022 Customer Service Customer Service Training 123

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. the world’s largest online community devoted to customer-centric businesses.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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!)

2021 69

2021 Article Customer Service 2022 69

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

Books 79

Books Social Media 2006 Blog 79

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. Steve Miller is the Head of Customer Success at Cirrus.

Contact Center 69

Contact Center Customer Experience Omnichannel Social Media 69

SurveySparrow

OCTOBER 13, 2023

For instance, SurveySparrow lets you not only create engaging surveys and collect data but also analyze and act upon the rich insights you gather from the process. Prioritizing Changes: Based on customer feedback, a restaurant may prioritize menu enhancements over interior decor changes if menu dissatisfaction is a recurring issue.

Feedback 52

Feedback E Commerce Social Media E-support 52

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

OCTOBER 5, 2017

Here, we move to the next level of Customer Experience, where we explore the deep-seated reasons why customers do what they do. I wrote a book about this question, The Intuitive Customer. But to summarize a general theme of the book, customers are irrational. How customer centric is your organization?

Banking 142

Banking Webinar Books Customer Centricity 142

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Engagement 68

Engagement White Paper Definition Consulting 68

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. How do you connect with your customers? Emulate some of their best practices.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

Beyond Philosophy

FEBRUARY 10, 2016

When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. Hateselling announces there is a problem with your Customer Experience. Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention.

Travel 104

Travel Books Hotels Culture 104

ShepHyken

NOVEMBER 15, 2021

It’s all about the brand’s ‘helpful place’ promise to customers. I even featured them as the role model throughout my book, Amaze Every Customer Every Time. Here is another lesson from an iconic brand, this time one that focuses on customer engagement. Customers learned new ways of doing business.

Article 72

Article 2021 Customer Service Metrics 72

ShepHyken

MAY 3, 2021

My Comment: You can’t automate a customer relationship. That’s a full chapter in my latest book, I’ll Be Back. An entertaining experience drives higher engagement. Tip number three is all about customer service. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush.

Article 108

Article E Commerce 2021 Customer Service 108

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

ShepHyken

JULY 15, 2022

You offer them a free 14-day trial to your program and send them a hard copy of a great book that you mentioned on the call. . This type of client engagement is one example of the almost obsessive customer centricity I’m talking about. No problem.

Workshop 130

Workshop Social Media 2022 Article 130

Experience Investigators by 360Connext

MARCH 16, 2015

More special events this month: Customer Experience Summit Chicago. Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. . Need a customer-focused speaker for your next event?

Events 223

Events Customer Experience Webinar Telecommunications 223

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Here are some ways you can educate and empower yourself to be the customer experience champion you want to be.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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 64

Article 2020 Loyalty Programs Customer Service 64

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.

Retail 137

Retail Customers Customer Service Training Books 137

Beyond Philosophy

NOVEMBER 16, 2016

Just like Toblerone, some customers fussed about it on social media. Some customers decided to take their caffeine addiction elsewhere. How people feel about your product is an important part of their forming loyalty to you. If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed.

Social Media 167

Social Media Rewards Programs Consulting Customers 167

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.

2016 124

2016 Article Customer Service Loyalty 124

Customer Bliss

DECEMBER 28, 2017

Having a customer experience room/lab is an integral part of understanding the customer experience. It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. Having a customer experience room/lab is an integral part of understanding the customer experience.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

Customer Bliss

MAY 3, 2018

Patricia’s CCO role at MTN was created because the company was losing revenue, the CEO was customer-focused, and t he C-Suite decided that it was time to for a CX leader to sit in the boardroom. Patricia says: I wish I knew that I should’ve continued to engage and unite the C-Suite in the long term.

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

Beyond Philosophy

JULY 17, 2017

Sharon John of Build-A-Bear talked about weaving content and storytelling into the customer experience, possibly through virtual or augmented reality in their stores. Then she said that the goal is to engage customers so they build an emotional bond with the brand. Follow Colin Shaw on Twitter @ColinShaw_CX. The post Be Warned!

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

MARCH 27, 2017

wrote one of the great business books of all time, “In Search of Excellence.” 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. My Comment: In 1984 Tom Peters and Robert Waterman, Jr.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

DECEMBER 26, 2016

My Comment: The internal customer is just as important (if not even more so) as an outside customer. Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Beyond Philosophy

OCTOBER 18, 2017

The mini-bar seems customer-focused at first glance. However, the mini-bar experience isn’t customer-focused. Some time ago, I encountered this sign in my room at a hotel: The sign demonstrates that the mini-bar experience is not customer-focused, but rather operations-focused.

Hotels 136

Hotels Consulting Customers Webinar 136