ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

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2024 Article Customer Service B2B 60

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

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2022 Article Loyalty Programs Customer Service 64

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. Follow on Twitter: @Hyken.

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Article 2021 Customer Service B2C 149

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

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ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

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2021 Article Customer Service Guest Experience 155

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. Go for brand intimacy.

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2021 Article Customer Service Retail 93

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty.

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ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

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2024 Article Customer Service Net Promoter Score 60

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” My Comment: If you’re not familiar with the concept of the Zero Customer , you should be. Customers are expecting a better CX than in the past.

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2024 Article Customer Service Social Media 57

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

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2024 Article Customer Service Average Handle Time 60

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.

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Article 2023 Customer Service Loyalty Programs 64

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. How does that impact their loyalty to us? 21 Powerful Ways To Build Brand Loyalty by ShoppingGives.

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Article 2020 Customer Service Retail 92

ShepHyken

DECEMBER 3, 2023

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. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

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Article Customer Service 2023 Loyalty Programs 59

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day. And beyond loyalty is a brand fan. Do You Know Who Your Competition In Business Really Is?

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2024 Article Customer Service Government 79

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. Here are 100 of the strangest things retailers have been asked by customers.

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Article 2021 Customer Service Retail 89

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. Customer Loyalty.

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Article 2022 Customer Service Loyalty Programs 64

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. 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?

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Article 2023 E Commerce Customer Service 64

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. First, I disagree that these programs create true loyalty.

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2021 Article Rewards Programs Customer Service 79

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

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Article Customer Service 2023 Customer Centricity 59

ShepHyken

JUNE 11, 2023

CX results in more customers who spend more, stay longer and refer others. My Comment: Even if you’re in the B2B world, your customers are going to compare you to the best service they have had from any company or brand. Companies like Chic-fil-a and Amazon have taught customers what a great experience looks like.

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Article Customer Service B2B 2023 62

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

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Article Customer Service 2024 2023 64

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service? This is one of the keys to their success.

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Article 2022 Customer Service Loyalty Programs 67

ShepHyken

MARCH 28, 2022

Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer. Total Retail) The latest post to take LinkedIn by storm wasn’t an announcement about a startup raising millions in funding or an A-list executive joining the board of an industry titan. Enough said! Read the article!

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Article 2022 Loyalty Programs Customer Service 64

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., They are an amazing example of customer service and CX, and there is much to learn about this brand. Follow on Twitter: @Hyken.

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Article E Commerce 2021 Customer Service 108

ShepHyken

OCTOBER 26, 2020

Brand loyalty is changing due to the pandemic by Chris Morris. My Comment: Creating brand loyalty is more important than ever. And COVID-19 changed the way customers buy along with their logic in what they buy. And COVID-19 changed the way customers buy along with their logic in what they buy.

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2020 Article Customer Service Contact Center 88

ShepHyken

OCTOBER 24, 2022

PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. by Dan Gingiss.

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Article 2022 Customer Service Retail 51

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. From a tube of mascara to a jade bracelet or water pump, retailers are paying the price for the items left behind.

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Article 2022 Customer Service Loyalty Programs 69

ShepHyken

NOVEMBER 14, 2022

Also, 30% of them are willing to pay more and 30% are willing to wait longer at small businesses versus major retailers or chain stores, according to a new NerdWallet survey of over 3,000 U.S. Loyalty and repeat customers are up for grabs. 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 69

ShepHyken

AUGUST 29, 2022

My Comment: This week, customer loyalty seemed to be the big topic. I read numerous articles on the topic, so I decided to make customer loyalty the theme. So, our first article includes a list of ideas to get your customers to come back again and again. My Comment: Loyalty and repeat business belong together.

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2022 Article Customer Service Customer Retention 64

ShepHyken

FEBRUARY 22, 2021

Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that.

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2021 Article Customer Service Customer Centricity 139

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words.

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Article 2021 Customer Service Metrics 72

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. RETHINK Retail) Looking for fresh retail perspectives?

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Article 2022 Customer Service Retail 69

ShepHyken

MARCH 29, 2021

My Comment: I never miss the chance to learn from an iconic brand, and in this case it’s Disney. Humans and Robots in Retail: It’s Not Us vs. Them by Justin Sears. I enjoyed this article on the struggle between humans and robots in retail. My Comment: Our customers are smarter than ever. Follow on Twitter: @Hyken.

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Article 2021 Customer Service Competitive Advantage 76

ShepHyken

JANUARY 15, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Here’s a look at the top CX trends that brands should be aware of in 2023.

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2023 Article Customer Service Customer Satisfaction 48

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.

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2021 Article Customer Service Rewards Programs 138

ShepHyken

DECEMBER 13, 2021

Study: Bath & Body Works, Ace Hardware Among Retailers With Best Reputations by Marianne Wilson. Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” Respond to customers faster.

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2021 Article Customer Service Social Media 76

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

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