ShepHyken

DECEMBER 17, 2023

As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications. Customers accumulate points for every pound they spend to earn discounts on future products and services.

Article 61

Article Customer Service 2023 Customer Centricity 61

ShepHyken

MARCH 17, 2021

Loyalty for future orders!”. It could be anything, even a check-in call to give the customer an update. Customers love communication. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Her response was, “Wow! And do I need to remind you? No selling.

Sales 173

Sales Customer Service Training Customers Loyalty 173

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Integrity Solutions

OCTOBER 5, 2022

In fact, in many cases, superior customer service is now one of the most powerful secret weapons an organization has. In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. Changes mindsets about problem-solving.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

AUGUST 2, 2021

It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers. What Does Customer Loyalty Mean For Your Business? Syrow) Customer satisfaction is about how your customers feel about your brand or offerings.

Article 95

Article 2021 Customer Service Hospitality 95

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Amazon’s frequent email communications give you confidence that the order has gone through, is out for delivery with tracking information available, and that it has arrived.

Reference 65

Reference B2C Workshop Customer Service Training 65

ShepHyken

JUNE 6, 2022

The strategy I’ve been sharing with my clients is to proactively communicate problems, have 100% transparency (hide nothing), and provide plenty of information and updates. The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons.

Article 68

Article 2022 Customer Service Loyalty Programs 68

ShepHyken

JULY 15, 2019

Customers expect you to know them, communicate the way they want to communicate, value their time, and more. These expectations, when met, can earn you repeat business and even customer loyalty. How to Boost Customer Loyalty Without Using Discounts by Syed Balkhi. Again, nothing wrong with that.

Article 108

Article 2019 Customer Service B2B 108

ShepHyken

OCTOBER 18, 2017

This doesn’t happen if you’re trying to rush a customer off the call. Customers will call for help and support – and even to complain. In other words, validate the reason a customer chose to do business with the company in the first place. Validation needs to be a part of the customer experience.

Customer Service 161

Customer Service Metrics Interaction Customers 161

ShepHyken

JUNE 28, 2021

And, while you are there, be sure to click on the link that takes you to the article he shared last month, which is a list of the five things you should never say to a customer. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. and loyalty. Follow on Twitter: @Hyken.

2021 145

2021 Article Customer Service Government 145

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. As knowledgeable as they might be, they are rude and have a communication style that often comes off as disrespectful. . Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Books 166

Books Social Media Customer Service Training Reference 166

ShepHyken

OCTOBER 11, 2021

And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), What customers don’t want any or all of that? by Max Starkov.

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? If you want loyal customers, here are some reminders (seven of them) about how to go about it. An app can enhance customer engagement customers, create a personalized experience and influence loyalty.

Article 115

Article 2019 Customer Service Magazine 115

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. These 6 Customer Retention Strategies Actually Work by Hal Koss.

Article 94

Article 2020 Customer Service Customer Retention 94

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. Go to The Customer Focus to learn more about our customer service training programs.

Article 93

Article 2021 Customer Service Retail 93

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Follow on Twitter: @Hyken.

Article 68

Article 2022 Customer Service E Commerce 68

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

JUNE 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. The different channels customers interact with you and your organization must be consistent. Today’s customers connect with the companies they do business with in multiple ways. And, trust leads to potential loyalty.

Customer Service 89

Customer Service Loyalty Customer Service Training Customers 89

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? 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. by Jimmy Rodriguez.

Article 81

Article 2018 Customer Service Loyalty Programs 81

ShepHyken

OCTOBER 12, 2020

My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. The author includes five customer loyalty strategies, the first one being empathy. She refers to a deep understanding of your customer as radical empathy. That’s what caught my eye.

Article 80

Article 2020 Customer Service Loyalty 80

ShepHyken

FEBRUARY 26, 2018

This, according to the article, can put a company that’s not customer focused in a “fragile” position. Mismanage the customer’s experience an d you may shatter the relationship and any hope for future business. Why Paid Memberships Are the New Loyalty by Doug Stephens.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. It drives repeat business and loyalty.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

MARCH 28, 2018

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? then #loyalty to retain converts? — The post Which Department Handles Customer Experience? All of Them.

Customer Experience 62

Customer Experience 2018 Loyalty Exceptional Customer Service 62

ShepHyken

JULY 13, 2020

My Comment: The omnichannel experience has been around for years, but it surprises me that more organizations haven’t embraced the concept to the level needed to create total “communication convenience” for the customer. Importance of Customer Experience by Nuxiba. Follow on Twitter: @Hyken.

Article 56

Article 2020 Customer Service Omnichannel 56

ShepHyken

AUGUST 29, 2016

(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. Kuiu is a hunting gear company that has a customer focused culture.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

MARCH 19, 2018

ClickZ) Naturally, loyalty is hugely important to Dunkin’ Donuts, which, despite its name, mostly sells coffee. We spoke with Kaplan about what inspired DD Perks, striking the right balance of communicating with its members, the importance of personalization and what’s to come. Follow on Twitter: @Hyken.

Article 81

Article 2018 Customer Service Loyalty 81

ShepHyken

MAY 7, 2018

(Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service. That’s why the online retailer now converses with its customers most frequently through text messages. ” The Three Types of Brand Consistency that Drive Customer Loyalty by Christina Sanders.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

NOVEMBER 4, 2019

This article and infographic are a quick look at the power – and challenges – to creating the personalized experience that our customers are looking for. Take Your Personalized Marketing One Step Further To Increase Customer Loyalty: 13 Expert Tips by Forbes Communications Council. Follow on Twitter: @Hyken.

Article 84

Article 2019 Customer Service Social Media 84

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Article 113

Article 2019 Customer Service Customer Service Training 113

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

2021 73

2021 Article Customer Service 2001 73

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. And, who doesn’t want that!

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

JANUARY 24, 2022

In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. This may be exactly what you need to save that angry customer. It can cause customers to come back. It can even create loyalty.

2022 68

2022 Article Customer Service Magazine 68

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Customer Experience in the Age of AI by David C.

2022 68

2022 Article Customer Service Magazine 68

ShepHyken

DECEMBER 12, 2016

And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. This is how customers communicate with many of the businesses the choose to do business with.

2016 105

2016 Article Social Media Customer Service 105

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers.

2017 81

2017 Article Customer Service Airlines 81