ShepHyken

FEBRUARY 4, 2024

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. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

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2024 Article Customer Service B2B 60

ShepHyken

FEBRUARY 25, 2024

Creating customers who will advocate and evangelize your brand can be your best marketing. This short article hits some of the high points of why creating obsessed customers is a good strategy. This short article hits some of the high points of why creating obsessed customers is a good strategy.

2024 60

2024 Article Customer Service Average Handle Time 60

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

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

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2024 Article Customer Service Contact Center 66

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. Excellent Customer Service? It Starts at the Top!

Article 139

Article 2020 Customer Service Loyalty Programs 139

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

NOVEMBER 14, 2022

Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. Salesforce) CMOs are saying “so long” to long-standing marketing playbooks. Join Salesforce President and CMO Sarah Franklin as she chats with digital leaders about how to create more powerful connections with your customers. It’s a video.

White Paper 69

White Paper Article 2022 Customer Service 69

ShepHyken

JUNE 21, 2021

These 6 Rules Will Tell by Wise Marketer Staff. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs?

2021 79

2021 Article Rewards Programs Customer Service 79

ShepHyken

SEPTEMBER 10, 2023

Managing the positive impact of a viral moment is key to getting those new customers to come back. How to Make Loyalty a New Business Line for your Brand? by Jubin Mehta (The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program.

Article 79

Article 2023 2028 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.

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Loyalty Loyalty Programs Lifetime Customer Customer Service Training 134

ShepHyken

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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2024 Article Customer Service Workshop 59

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

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. Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

JULY 4, 2022

My Comment: We open this week’s Top Five roundup with a list of seven AI (Artificial Intelligence) trends in the customer experience world. It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. This is exactly how AI is being used today.

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Article 2022 Customer Service Loyalty Programs 69

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

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

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

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

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Social Media Customer Service Marketing Airlines 87

ShepHyken

APRIL 24, 2023

Recent breakthroughs in artificial intelligence have dazzled C-suite executives seeking to personalize marketing, juice sales, anticipate customer needs and identify unseen risks. My Comment: I’m going to veer off the typical customer service and CX articles for this one. Connect with Shep on LinkedIn.

Article 12

Article Customer Service Loyalty Programs 2023 12

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

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

Only 29% of employees strongly agree they’re proud of the quality of products or services their organization offers, and a meager 23% strongly agree their organization always delivers on the promises it makes to its customers. Connect with Shep on LinkedIn.

2023 13

2023 Article Customer Service Loyalty Programs 13

ShepHyken

MAY 8, 2023

In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.

Article 12

Article Customer Service Loyalty Programs 2023 12

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

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.

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Net Promoter Score 2016 Article Customer Service 80