ShepHyken

DECEMBER 17, 2023

It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. and amazing customer service. Eliminate friction!

Article 59

Article Customer Service 2023 Customer Centricity 59

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

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. by Chris Wyper.

Article 64

Article 2022 Customer Service Loyalty Programs 64

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. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

2021 138

2021 Article Customer Service Rewards Programs 138

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? My Comment: Reward programs are a great way to drive repeat business. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? by Tom Ryan.

2021 79

2021 Article Rewards Programs Customer Service 79

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

NOVEMBER 14, 2022

(The Drum) Loyalty schemes can’t just be transactional to win customers over – the best programs need to “integrate the entire customer experience,” say some of the marketers behind the most successful schemes. My Comment: Most loyalty programs are really marketing programs.

White Paper 69

White Paper Article 2022 Customer Service 69

ShepHyken

SEPTEMBER 9, 2019

(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Article 94

Article 2019 Customer Service Loyalty Programs 94

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

MARCH 5, 2018

(HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. My Comment: A satisfied customer is not a loyal customer. We can learn a lot from good and bad service.

Article 81

Article 2018 Customer Service Loyalty Programs 81

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. That’s different than the way you treat them.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Follow on Twitter: @Hyken.

Article 111

Article 2019 Customer Service Social Media 111

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. Same for CX.

2021 72

2021 Article Customer Service Hospitality 72

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

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

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.”

2019 54

2019 Article Customer Service Loyalty Programs 54

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

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

2016 78

2016 Article Customer Service Loyalty Programs 78

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

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

2021 67

2021 Article Customer Service 2022 67

ShepHyken

DECEMBER 5, 2022

So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

APRIL 6, 2020

(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs. The other is more of a marketing program that rewards customers for coming back.

Article 75

Article 2020 Customer Service E Commerce 75

ShepHyken

FEBRUARY 13, 2017

Luckily, there’s a range of technology that can be used to improve customer experience and increase loyalty. My Comment: Customer loyalty programs have come a long way. A customer no longer has to carry a card that is punched or handed to the salesperson to get their rewards points. by Vitaliy Verbenko.

2017 81

2017 Article Customer Service Loyalty Programs 81

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. This excellent article has several ways to drive loyalty with millennials.

2017 79

2017 Article Social Media Customer Service 79

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

ShepHyken

FEBRUARY 18, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. My Comment: As long as we’re talking trends for the year, here are three trends that focus on loyalty programs. Customer Experience & Customer Service Stats from 2018 and Predictions for 2019 by Jake Michaels.

2019 60

2019 Article Customer Service 2018 60

ShepHyken

MARCH 23, 2020

(CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand. That said, when it comes to loyalty programs, the concept is valid.

Article 71

Article 2020 Customer Service Loyalty Programs 71

ShepHyken

MAY 4, 2020

Customer Experience is the way! At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. ” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be.

Article 95

Article 2020 Customer Service Contact Center 95

ShepHyken

MARCH 23, 2020

(CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand. That said, when it comes to loyalty programs, the concept is valid.

Article 48

Article 2020 Customer Service Loyalty Programs 48

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

2023 13

2023 Article Customer Service Loyalty Programs 13

ShepHyken

AUGUST 23, 2021

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. My Comment: I love the concept of loyalty programs. It’s about customer service training.

Article 17

Article 2021 Customer Service Customer Service Training 17

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

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

APRIL 29, 2019

A digital marketing strategy is absolutely crucial for every brand. The website provides the customer with an exclusive insight into what the brand offers. My Comment: Is the customer experience on your website as good as the customer experience you want your people to deliver? Follow on Twitter: @Hyken.

Article 18

Article 2019 Loyalty Programs Customer Service 18

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

It blurs the lines between customer service, marketing, and even sales. Scientific data validate the importance and power of social media customer service. SocialSprout’s research claims that 89% of social media messages from brands go ignored. Have Fun : Sometimes you can interact with customers using humor.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. 5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner .

2017 15

2017 Article Customer Service E Commerce 15