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 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

Article 59

Article Customer Service 2023 Loyalty Programs 59

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!

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Article 2021 Customer Service Loyalty Programs 133

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.

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2024 Article Customer Service Net Promoter Score 60

ShepHyken

FEBRUARY 4, 2024

There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer. But in 2023, these six retailers and brands set new standards of what loyalty can be. Connect with Shep on LinkedIn.

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2024 Article Customer Service B2B 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.

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2024 Article Customer Service Average Handle Time 60

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. 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. Follow on Twitter: @Hyken.

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2022 Article Loyalty Programs Customer Service 64

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

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. 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? And here’s another term to consider: generative loyalty.

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Article 2023 2028 Customer Service 79

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.

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Article 2020 Customer Service Loyalty Programs 139

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.

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2021 Article Rewards Programs Customer Service 79

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. Loyalty and repeat customers are up for grabs. It’s a video. Something for everyone.

White Paper 69

White Paper Article 2022 Customer Service 69

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

Article 59

Article Customer Service 2023 Customer Centricity 59

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

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. Customer Loyalty.

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Article 2022 Customer Service Loyalty Programs 64

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

Article 64

Article Customer Service 2024 2023 64

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 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. Connect with Shep on LinkedIn.

2024 59

2024 Article Customer Service Workshop 59

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

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Article 2022 Customer Service Hospitality 69

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

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 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.

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Article 2019 Customer Service Social Media 111

ShepHyken

FEBRUARY 13, 2017

Here’s how tech can help with consumer loyalty by Adam Croxen. Tech City News) When you’re a cash-strapped startup, increasing customer loyalty, then, is a no brainer. Luckily, there’s a range of technology that can be used to improve customer experience and increase loyalty. After all, loyalty is an emotion.

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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

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. My Comment: I’ve always preached that there are two types of loyalty programs.

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Article 2020 Customer Service E Commerce 75

ShepHyken

APRIL 24, 2023

The Power of Authentic Branding: Connecting with Customers on a Deeper Level by Syed Balkhi (CustomerThink) In today’s competitive marketplace, it is more important than ever to establish a connection with customers. My Comment: If we want our customers to keep coming back, we must do more than have a good sale.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

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2023 Article Customer Service Loyalty Programs 13

ShepHyken

AUGUST 23, 2021

A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. My Comment: I love the concept of loyalty programs. The idea behind any loyalty or marketing program is to drive repeat business.

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Article 2021 Customer Service Customer Service Training 17

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. Connect with Shep on LinkedIn.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. Siegel+Gale put the figure at 57%. Does this really work?

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2023 Article Customer Service 2009 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.

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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

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. Build trust.

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

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.

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