ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Article 61

Article Customer Service 2023 Loyalty Programs 61

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.

Article 76

Article 2022 Customer Service Loyalty Programs 76

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. My Comment: How do you measure customer happiness and loyalty?

Article 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Article 68

Article 2022 Customer Service Loyalty Programs 68

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year?

Article 66

Article Customer Service 2023 2024 66

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Loyalty and repeat customers are up for grabs. Don’t make customers do extra work.

White Paper 71

White Paper Article 2022 Customer Service 71

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

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?

Article 65

Article 2022 Customer Service Customer Service Training 65

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. ” – Charles W. For Support Team Leaders.

Books 71

Books Customer Service Culture E-support 71

CSM Magazine

JANUARY 24, 2022

Salon customer service is one of the most important parts of running a successful business. It’s an important factor customers pay attention to when assessing your salon. Customer service in the salon starts from the moment the customer sets foot at your doorstep. Why is Salon Customer Service Important?

Customer Service 52

Customer Service Loyalty Programs Books Reference 52

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.

2022 71

2022 Article Customer Service Hospitality 71

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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.

Article 65

Article 2020 Loyalty Programs Customer Service 65

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. Yet like many hotels, most hotel loyalty programs are homogenous.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

2024 52

2024 Customer Service E Commerce E-support 52

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? How about “customer care?”

2021 68

2021 Article Customer Service 2022 68

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Magazine 52

Magazine Loyalty Innovation 2020 52

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses can adopt similar algorithms to offer personalized experiences to their customers. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

2019 54

2019 Article Customer Service Loyalty Programs 54

SurveySparrow

FEBRUARY 22, 2024

This not only helps in retaining customers but also turns them into advocates for your brand. Moreover, responsive customer support ensures that customers have a positive experience whenever they need assistance, further cementing their loyalty. This consistent engagement keeps your brand on customers’ minds.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Oracle

APRIL 15, 2021

Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. trillion annually due to poor customer service, according to Accenture. Customers crave hyper-personalization. For instance, American companies lose $1.6

2021 94

2021 Loyalty Programs Poor Customer Service Loyalty 94

Beyond Philosophy

DECEMBER 12, 2016

Per USA Today , this year’s Cyber Monday booked $3.45 Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. These results show us what the customers say their expectations are for their online shopping experience. It doesn’t feel exclusive.

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

Experience Investigators by 360Connext

APRIL 7, 2015

We booked a flight to Puerto Vallerta, Mexico in October. We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. Why did we book it this way? (We

Airlines 307

Airlines Customer Experience Travel Books 307

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture.

Customer Centricity 96

Customer Centricity Loyalty Programs Loyalty Metrics 96

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications.

Customer Service 84

Customer Service Workshop Loyalty Programs Social Media 84

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Article 52

Article Customer Service 2017 Loyalty Programs 52

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience.

Loyalty 99

Loyalty Loyalty Programs Books Culture 99

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. Time and time again they top the list of airlines to which customers feel loyal.

Tourism 56

Tourism Travel Customer Service E-support 56

SurveySensum

SEPTEMBER 21, 2023

This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment. In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. How to Calculate Customer Retention Rate? is renowned for its customer service.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. This led many banks in Europe to close their rewards program over the past three years. Customers appreciate the free money, but it simply doesn’t make them loyal.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. The Erosion of Loyalty. – Long Time Passing”.

Loyalty 63

Loyalty Magazine Consulting Loyalty Programs 63

ShepHyken

MARCH 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. An open letter on customer service during a pandemic by Paul Selby. 7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. by Niharika Gupta.

Article 71

Article 2020 Customer Service Loyalty Programs 71

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. Every CFO knows a loyal customer is many times more profitable than others. Rewards programs have not, historically, earned consistent loyalty across all customer segments. Points alone don’t earn much loyalty.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

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?

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

MARCH 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. An open letter on customer service during a pandemic by Paul Selby. 7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. by Niharika Gupta.

Article 48

Article 2020 Customer Service Loyalty Programs 48

Service Untitled

APRIL 21, 2014

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Is customer service more about loyalty or preventing frustration? on our Epson ink cartridge.

Loyalty 83

Loyalty Retail Loyalty Programs Social Media 83

ShepHyken

FEBRUARY 14, 2017

First Up: Shep’s opening monologue takes a look at two companies that truly understand the customer experience. First is Olark, a live chat software company, that chose not to hire a person dedicated to handling customer service. Understand your customers’ expectations. Engage your customers’ trust to create loyalty.

Loyalty Programs 86

Loyalty Programs Loyalty Innovation Customer Expectations 86