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? by Michael Stelzer.

2019 91

2019 Article Loyalty Programs Customer Service 91

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. There are plenty of great ideas.

2021 79

2021 Article Rewards Programs Customer Service 79

ShepHyken

NOVEMBER 2, 2016

So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. Some companies think they have a loyalty program, but it is actually a marketing program, and there’s a big difference. Loyalty is an emotion.

Loyalty 134

Loyalty Loyalty Programs Lifetime Customer Customer Service Training 134

ShepHyken

NOVEMBER 14, 2022

Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. Join Salesforce President and CMO Sarah Franklin as she chats with digital leaders about how to create more powerful connections with your customers. Why Reducing Customer Effort Leads To Loyalty by Dan Gingiss. It’s a video.

White Paper 69

White Paper Article 2022 Customer Service 69

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.

Article 64

Article 2022 Customer Service Loyalty Programs 64

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

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. This article includes several insights you need to avoid a customer service disconnect. Follow on Twitter: @Hyken.

Article 111

Article 2019 Customer Service Social Media 111

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

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

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

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

2016 81

2016 Article Customer Service Loyalty Programs 81

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

AUGUST 23, 2021

(The Drum) A study found that customers with high emotional engagement spend two times more on brands they are loyal to than those without an emotional connection. This isn’t to say people have stopped seeking rational rewards such as points or discounts, but it seems that a new era of ‘human’ loyalty is upon us. Just kidding!

Article 17

Article 2021 Customer Service Customer Service Training 17

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

OCTOBER 10, 2022

Used in a customer service and support setting, it is a powerful way to make your customers connect with you and ideally return for more. The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness.

Article 12

Article 2022 Customer Service Customer Centricity 12

ShepHyken

MARCH 31, 2018

Using the airplane’s internet, I checked to see if I would make my connection. For example, Starbucks has an app that drives their loyalty program by rewarding frequent visits and giving incentives for customers to come back more often. Unfortunately, the delay was going to mean I’d miss my flight.

Social Media 87

Social Media Customer Service Marketing Airlines 87

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 117

2020 Article Customer Service Loyalty Programs 117

ShepHyken

SEPTEMBER 19, 2022

(CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from customer feedback.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

AUGUST 8, 2016

Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? This article by Shai Berger, CEO of Fonolo and an expert in the customer support world, shares his thoughts in this thought provoking article. 7 Steps to a Flawless Loyalty Program by Timi Garai.

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

ShepHyken

FEBRUARY 15, 2021

Brian Solis sums it up in a quote (that’s tweetable): Customer service isn’t a cost center, it’s an investment in customer relations and loyalty. Want More Loyal Customers? Harvard Business Review) Loyalty programs — that effectively bribe people into buying more of your products — are lazy.

Article 99

Article 2021 Customer Service Retail 99