ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level.

2022 64

2022 Article Loyalty Programs Customer Service 64

ShepHyken

JUNE 7, 2021

Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around.

Article 133

Article 2021 Customer Service Loyalty Programs 133

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Magazine) What makes a brand essential?

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

2024 59

2024 Article Customer Service Workshop 59

ShepHyken

JANUARY 2, 2023

Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? This is where a customer is surprised about the price.

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Article 64

Article 2023 Customer Service Loyalty Programs 64

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail?

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. MarTech Series) Loyalty programs are no longer just about discounts and transactions.

Article 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. You’ll have to download it, and it won’t cost you a thing.

2021 138

2021 Article Customer Service Rewards Programs 138

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. by Sue Duris.

2018 77

2018 Article Customer Service Loyalty Programs 77

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. Washington University in St.

Article 64

Article 2020 Loyalty Programs Customer Service 64

ShepHyken

NOVEMBER 27, 2017

Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Maritz Motivation) Most consumers join loyalty programs with self-serving motives. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. by Max Starkov.

2021 72

2021 Article Customer Service Hospitality 72

CSM Magazine

OCTOBER 25, 2023

Online stores give consumers an almost limitless choice of shops to purchase from, along with the convenience of home deliveries and often competitive pricing. As a result, physical retailers must offer something truly special to entice and retain customers. Potential Issues : Awareness of common customer concerns or misconceptions.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

ShepHyken

JULY 11, 2016

I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. Well worth your attention, especially if you have any type of customer loyalty program.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

FEBRUARY 24, 2020

(Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience? Follow on Twitter: @Hyken.

2020 105

2020 Article Customer Service Exceptional Customer Service 105

ShepHyken

FEBRUARY 13, 2017

This article has a number of concepts to help integrate an effective customer success program. Here’s how tech can help with consumer loyalty by Adam Croxen. Tech City News) When you’re a cash-strapped startup, increasing customer loyalty, then, is a no brainer. After all, loyalty is an emotion.

2017 81

2017 Article Customer Service Loyalty Programs 81

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Article 48

Article 2023 Customer Service Contact Center 48

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Article 17

Article 2021 Customer Service Customer Service Training 17

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

2023 13

2023 Article Customer Service Loyalty Programs 13

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. These customers can provide candid and honest feedback as to why they aren’t more engaged with your business. The first is a functional need.

2022 12

2022 Article Customer Service Loyalty Programs 12

ShepHyken

MAY 8, 2023

In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

OCTOBER 10, 2022

The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness. The Experience Advantage: How to Supercharge Your Brand’s Growt h by Peter Aitken. The Secret to Building Brand Devotion is Not a Loyalty Program.

Article 12

Article 2022 Customer Service Customer Centricity 12

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Here are my top five picks from last week.

2023 13

2023 Article Customer Service 2009 13

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

2023 13

2023 Article Customer Service Contact Center 13

ShepHyken

MARCH 31, 2018

Social Media Changes Customer Service. Customers have a louder voice than ever before. The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

JULY 15, 2019

My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Yes, the retail to consumer industry is full of great examples of brands seizing the opportunity to win over customers with a superior CX, but B2B companies can do the same.

Article 106

Article 2019 Customer Service B2B 106

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 88

Net Promoter Score Article 2018 Customer Service 88

ShepHyken

NOVEMBER 21, 2022

Retail Customer Experience) Consumers today are looking for increasing convenience and a frictionless experience. Points Are Just the Starting Point: What Loyalty Means Today by Stephanie Meltzer-Paul. Mastercard) The relationship between consumers and brands has never been as deep — or as complicated — as it is today.

2022 13

2022 Article Customer Service Net Promoter Score 13

ShepHyken

FEBRUARY 15, 2021

Want More Loyal Customers? Harvard Business Review) Loyalty programs — that effectively bribe people into buying more of your products — are lazy. In the modern aspiration economy, people develop true brand affinity only when it gives them a sense of community. Offer a Community, Not Rewards. by Ana Andjelic.

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Article 2021 Customer Service Retail 99

ShepHyken

FEBRUARY 5, 2023

My Comment: Does the government provide good customer service? According to our customer service research , only 28% of the consumers we surveyed said they did. Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise. I have good news. Follow on Twitter: @Hyken

2023 64

2023 Article Customer Service Government 64

ShepHyken

FEBRUARY 5, 2023

My Comment: Does the government provide good customer service? According to our customer service research , only 28% of the consumers we surveyed said they did. Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise. I have good news. Follow on Twitter: @Hyken

2023 62

2023 Article Customer Service Government 62