ShepHyken

OCTOBER 31, 2023

But some brilliant marketers must think the public won’t know the difference. It’s in the price you pay. I’m okay with that, and it’s actually a pretty good marketing strategy that works. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn. It’s not free if you have to pay $99 for it!

Airlines 136

Airlines Workshop Customer Service Training Marketing 136

ShepHyken

APRIL 30, 2024

For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience.

2009 96

2009 Entertainment Sports Workshop 96

ShepHyken

MAY 26, 2024

Wrap it around the basics of a good customer experience and yes, you can deliver a better (or leveled up) service experience. Twenty Ways to Delight Your Customers: Transforming Satisfaction into Loyalty by Denyse Drummond-Dunn (C3Centricity) Today, most markets are saturated, and companies are fighting for the same customers.

2024 77

2024 Net Promoter Score Article Customer Service 77

ShepHyken

MAY 30, 2023

Not only was he correct in diagnosing the problem, but he also found a remedy: he hired Jeff Slutsky, a business expert known for his street fighter marketing tactics. In between the song segments, Slutsky takes on the role of DJ and introduces the songs mixed in with marketing messages about foot and ankle clinics.

Workshop 157

Workshop Customer Service Training Customer Service Customer Experience 157

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. If you want to build better customer relationships, read this article!

Article 67

Article 2023 Customer Service Loyalty Programs 67

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? My Comment: Influencer Marketing is part of the customer experience. My Comment: Influencer Marketing is part of the customer experience.

Article 80

Article 2024 Customer Service Government 80

ShepHyken

MARCH 31, 2024

If you’re into understanding customer behavior through measurement, this article is for you. For legacy industries, influencer marketing is key to evolving the customer journey by Greg Scavuzzo (Sprout Social) Influencer marketing has the power to reroute the customer journey in some of the most traditional spaces.

Article 85

Article 2024 Customer Service Government 85

ShepHyken

MAY 16, 2023

They entice you with marketing messages, advertising, and anything else that could tip the scale to move a customer from thinking about buying to actually making the purchase. Marketing messages and advertising campaigns create credibility. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Workshop 2022 121

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. My Comment: Most loyalty programs are marketing programs. Connect with Shep on LinkedIn. When done well, they foster repeat business. Find your audience.

2024 63

2024 Article Customer Service B2B 63

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Joseph Michelli is one of my favorite customer experience experts and authors.

Article 124

Article 2022 Customer Service Customer Service Training 124

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 61

2024 E Commerce Article Customer Service 61

ShepHyken

JUNE 27, 2023

He also included a description of its marketing plan. According to Beck, the marketing plan is simple: Cook the best BBQ in Texas. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. My comment: Always do your best.

Workshop 124

Workshop Customer Service Training Touchpoint Customer Service 124

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 69

2024 Article Customer Service Social Media 69

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. 10 Ways to Nurture Customer Confidence by Katie Navarra (The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers.

2024 71

2024 E Commerce Article Loyalty Programs 71

ShepHyken

MAY 13, 2024

In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. My Comment: I enjoy articles on customer service metrics. This article focuses on one metric: churn, an ugly word most marketing and salespeople dislike.

Article 74

Article 2024 Customer Service Loyalty Programs 74

ShepHyken

DECEMBER 12, 2023

Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Most of the audience expects to learn a new sales technique or tactic; instead, I teach customer service and experience techniques and tactics. Connect with Shep on LinkedIn.

Sales 96

Sales Customer Experience Workshop Customer Service Training 96

ShepHyken

MAY 19, 2024

This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 82

Article 2024 Customer Service Government 82

ShepHyken

MAY 3, 2021

The Next Phase of E-Commerce: A ‘Human’ Customer Experience by Jim Spare. Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. My Comment: You can’t automate a customer relationship.

Article 112

Article E Commerce 2021 Customer Service 112

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Even if that advertising campaign didn’t generate quite as many leads as we wanted, we still invest in marketing strategy the following year.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

APRIL 25, 2023

During the meeting, an executive asked, “How much market share do you think you can get?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. He liked what he tasted and reached out to the Frito-Lay CEO to set up a meeting.

2011 106

2011 Workshop Insurance Customer Service Training 106

ShepHyken

JANUARY 1, 2024

This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.” Let’s dive into the holiday spirit and unwrap some marketing wisdom from Jolly Old St.

2024 59

2024 Article Customer Service Social Media 59

ShepHyken

SEPTEMBER 13, 2023

All of this takes customer experience from the customer service department to the marketing department. Customer service is still as important as ever. However, it is no longer the sole focus of the customer experience. Connect with Shep on LinkedIn. So, what does that mean to you and me?

Customer Service 71

Customer Service Customer Experience Workshop Social Media 71

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure.

Article 148

Article 2021 Customer Service 2026 148

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 148

Customer Experience Management Return on Investment Banking 148

ShepHyken

JUNE 6, 2023

But it’s still not free – at least not to the company’s paying customers who, whether they realize it or not, are covering the cost of the marketing program that gives away a month’s worth of product while the prospect decides whether they will buy or not. This article is an example of free. Connect with Shep on LinkedIn.

Workshop 90

Workshop Advertising Customer Service Training Consumers 90

ShepHyken

JANUARY 4, 2023

This is especially important to the younger generations, so if that’s your market, find ways to “give back” to support the issues that are important to your customers. . Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Follow on Twitter: @Hyken.

2023 139

2023 Customer Service Customer Experience B2C 139

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 71

White Paper Article 2022 Customer Service 71

ShepHyken

MAY 10, 2023

It is important to draw that line, which is the boundary that employees aren’t allowed to cross, but at the same time, teach them what they can do to get right up to the line. For example, I have a client in the luxury automobile market. Connect with Shep on LinkedIn.

Customer Service Training 65

Customer Service Training Workshop Travel Retail 65

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 82

2024 Article Customer Service Government 82

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. Often, this falls into the marketing and/or sales departments. At the heart of business growth is a marketing and sales strategy.

Article 61

Article Customer Service 2023 Loyalty Programs 61

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. In addition to customers liking your products and the experience, they must trust you.

Article 65

Article Customer Service 2023 Contact Center 65

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

MARCH 22, 2021

Expert Casino Marketing Advice by Julia Carcamo. (J J Carcamo & Associates) One of our Casino Marketing Boot Camp goals has been to reach beyond the casino industry for new ideas that will help us become better marketers and connect with our stakeholders. 20 Best Customer Experience Quotes by Niyathi Rao.

2021 138

2021 Article Customer Service Employee Experience 138

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. More than ever, our customers need to feel a connection. This isn’t easy. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 142

Customer Service Training Customer Service Information Connections 142

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.

2024 61

2024 Article Customer Service Workshop 61

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Article 69

Article Customer Service 2023 Contact Center 69

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. Predictions: 10 Customer experience trends for 2021 by Rosalyn Page.

Article 143

Article 2020 Customer Service Loyalty Programs 143