ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Connect with Shep on LinkedIn.

2024 60

2024 E Commerce Article Customer Service 60

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. My Comment: Here is an excellent and robust article on loyalty programs.

2024 78

2024 Article Hotels Loyalty Programs 78

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Heavy adoption by customer base driven by employees actively promoting 4. Connect with Shep on LinkedIn. Ease of use.

Article 73

Article Customer Service 2024 Loyalty Programs 73

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

2024 67

2024 Article Customer Service Social Media 67

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.” Regardless of the type of business you’re in, trust is an important step to building repeat business and customer loyalty.

2024 58

2024 Article Customer Service Social Media 58

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation.

Article 80

Article 2023 2028 Customer Service 80

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. Consider that most consumers look at reviews before making a purchase.

Article 64

Article Customer Service 2023 Contact Center 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 65

Article 2023 Customer Service Loyalty Programs 65

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.

2024 62

2024 Article Customer Service Net Promoter Score 62

ShepHyken

DECEMBER 28, 2020

Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS.

Article 141

Article 2020 Customer Service Loyalty Programs 141

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. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

2024 60

2024 Article Customer Service Workshop 60

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.

2024 62

2024 Article Customer Service Average Handle Time 62

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again! Absolutely!

Article 134

Article 2021 Customer Service Loyalty Programs 134

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

2023 137

2023 Customer Service Customer Experience B2C 137

ShepHyken

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty.

Article 67

Article Customer Service 2023 Contact Center 67

ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Here are six ways you can deliver an exceptional customer experience. . Create an Emotional Connection with Your Customer.

Customer Experience 146

Customer Experience Management Return on Investment Banking 146

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. As the title implies, forget brand loyalty.

2021 95

2021 Article Customer Service Retail 95

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. Follow on Twitter: @Hyken.

2021 146

2021 Article Customer Service Social Media 146

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.

Article 65

Article 2022 Customer Service Loyalty Programs 65

ShepHyken

JULY 4, 2022

Returning customers not only keep a consistent revenue stream coming in, they also typically refer others to a business’s product or service, too. My Comment: How do you measure customer happiness and loyalty? you will find some of the most effective ways to measure your focus on customers.

Article 70

Article 2022 Customer Service Loyalty Programs 70

ShepHyken

MAY 26, 2024

Will ‘Shrinkflation’ Drive Away Your Customers? Consumers often believe that inflation is good for business, or that businesses enjoy driving up profits when prices are high. Wrap it around the basics of a good customer experience and yes, you can deliver a better (or leveled up) service experience.

2024 75

2024 Net Promoter Score Article Customer Service 75

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

2024 80

2024 Article Customer Service Government 80

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. Follow on Twitter: @Hyken.

2022 65

2022 Article Loyalty Programs Customer Service 65

Stella Connect

DECEMBER 15, 2021

This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the US and UK. 4 Critical Customer Support Trends and Why They Matter for Your Business.

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. What else can they—and your organization—do to make things even easier for the consumer? Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service.

Customer Service 52

Customer Service Customer Service Training 2022 Social Media 52

ShepHyken

JANUARY 20, 2020

The principle behind this is that companies create loyal customers by reducing customer effort. My Comment: “Customer Effort” is a great way to measure the convenience of when a customer needs to connect with a company for help or to have a problem solved. by Wise Marketer Staff.

2020 119

2020 Article Customer Service Loyalty Programs 119

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

AUGUST 28, 2023

by Chip Bell (Forbes) Research shows that 75% of customers who leave a company to go with a competitor assess their experience of the company they abandoned as “satisfied” or “completely satisfied.” My Comment: I’ve always said there is a big difference between satisfied customers and loyal customers.

2023 62

2023 Article Customer Service Magazine 62

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? What matters the most when contacting customer service? #1:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

AUGUST 2, 2021

My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. The article starts off with some stats and facts about why consumers unfollow brands. What Does Customer Loyalty Mean For Your Business? by Syrow Editorial Team. by Syrow Editorial Team. Follow on Twitter: @Hyken.

Article 93

Article 2021 Customer Service Hospitality 93

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

Reference 65

Reference B2C Workshop Customer Service Training 65

ShepHyken

FEBRUARY 15, 2021

(ZDNet) New research shows that high performing organizations are investing in service innovation to digitally transform customer service into a customer engagement engine for driving business growth and loyalty. More and more organizations are investing in service innovation that drives revenue and growth.

Article 101

Article 2021 Customer Service Retail 101

ShepHyken

MARCH 2, 2020

That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations?

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

JULY 17, 2023

10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard (CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. My Comment: Will the ten ways in this article really guarantee customer satisfaction? Connect with Shep on LinkedIn.

Article 62

Article 2023 Customer Service Retail 62

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

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 good list that predicts personalization will continue to drive customer loyalty.

2023 48

2023 Article Customer Service Customer Satisfaction 48