ShepHyken

AUGUST 31, 2020

(Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. The more formal name for that is “customer retention.” This article covers that and much more.

Article 107

Article 2020 Customer Service Social Media 107

ShepHyken

OCTOBER 3, 2016

They are obvious – and that is why it surprises me that any business would be guilty of committing these “crimes against the customer.”. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Tech.Co) Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

MARCH 3, 2019

My Comment: The concept of omnichannel simply means a customer can connect with you, seamlessly, a number of different ways; in person, phone, message, social media channels, etc. 5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Some companies do this better than others.

2019 95

2019 Article Customer Service Omnichannel 95

ShepHyken

FEBRUARY 10, 2020

My Comment: Customer experience and marketing are very much connected. Here are some great insights – and even though they are focused on B2B – have relevance to all types of companies. 5 ways to increase customer retention in 2020 by Michael Barnard. My Comment: How do you increase customer retention?

2020 105

2020 Article Customer Service Customer Retention 105

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. It also adds to the customer experience. This short article makes some good points. Follow on Twitter: @Hyken.

Article 70

Article 2022 Customer Service 2005 70

ShepHyken

JULY 20, 2020

You may not be an online retailer that sells shoes (and much more), but there are many lessons that you can learn from one of the most customer-focused companies on the planet. Here are four ways companies are guilty of underserving their customers. My Comment: I love Zappos, which is why I’m including this article.

Article 61

Article 2020 Customer Service Customer Retention 61

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Customer Service Training 165

Customer Service Training Reference Customers Customer Service 165

ShepHyken

OCTOBER 24, 2022

While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back.

Article 52

Article 2022 Customer Service Retail 52

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support?

2019 93

2019 Article Loyalty Programs Customer Service 93

ShepHyken

DECEMBER 26, 2022

They expect their favorite brands to connect with them on a human level. My Comment: If you think that customer loyalty programs are about discounts and points, think again. My Comment: If you think that customer loyalty programs are about discounts and points, think again. Follow on Twitter: @Hyken.

2022 65

2022 Article Loyalty Programs Customer Service 65

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. But today, consumers are more connected, distracted, and informed than ever before.

2017 88

2017 Article Customer Service Contact Center 88

ShepHyken

JUNE 11, 2018

My Comment: I’ve always believed that customer retention is about repeat business, which is transactional. Loyalty includes repeat business, but more than a transaction, it includes an emotional connection. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 78

Article 2018 Customer Service Loyalty 78

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? My Comment: A content marketing experience is part of the customer experience. They want to do a good job for both their company and the customer.

Article 22

Article Customer Service 2023 2022 22

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. Video can tell, sell and connect with your customers. Follow on Twitter: @Hyken.

Article 76

Article 2020 Customer Service E Commerce 76

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Keep learning and stay at the top of your customer service game. by Steve Bernstein.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. For information contact or www.hyken.com.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

AUGUST 8, 2022

You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc. That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Follow on Twitter: @Hyken.

Article 23

Article 2022 Customer Service Culture 23

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. Heart of the Customer) I reached out to some of my CX thought-leader friends to get their perceptions of what we should be doing.

Article 65

Article 2020 Loyalty Programs Customer Service 65

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. Most companies aim to keep as many of their customers happy for as long as possible, while minimizing churn or customer turnover. Some companies may even have lofty goals like winning customers for life.

Article 14

Article 2022 Customer Service Magazine 14

ShepHyken

SEPTEMBER 27, 2021

Frank Baum, wrote a children’s novel and not a customer-relations manual. However, there are some valuable aspects of the story that can come quite handy when it comes to connecting with customers. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. You’ll be glad that you did!

Article 19

Article 2021 Customer Service E Commerce 19

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Connect with Shep on LinkedIn.

2023 13

2023 Article Customer Service Loyalty Programs 13

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

OCTOBER 31, 2022

It can get quite stressful for them as well as for the customers. Customers get worried that their items aren’t being delivered to their homes, the internet connection has suddenly stopped working, cannot find certain products, and whatnot; the complaints are endless. Follow on Twitter: @Hyken.

2022 12

2022 Article Customer Service Social Media 12

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132