ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Article 64

Article 2023 Customer Service Loyalty Programs 64

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. Here are my top five picks from last week.

2024 66

2024 Article Customer Service Contact Center 66

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Absolutely!

Article 133

Article 2021 Customer Service Loyalty Programs 133

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

2021 155

2021 Article Customer Service Guest Experience 155

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Article 59

Article Customer Service 2023 Loyalty Programs 59

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Connect with Shep on LinkedIn.

2024 60

2024 Article Customer Service B2B 60

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

2022 64

2022 Article Loyalty Programs Customer Service 64

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. How to Make Loyalty a New Business Line for your Brand?

Article 79

Article 2023 2028 Customer Service 79

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. The exchange is straightforward: customers get benefits; the brand gets loyal customers. So, imagine if you combined the two: a good loyalty/ incentive program (points, perks, etc.)

Article 59

Article Customer Service 2023 Customer Centricity 59

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week.

2024 59

2024 Article Customer Service Workshop 59

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The opening line of this article grabbed me: “It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected.” Connect with Shep on LinkedIn.

Article 64

Article Customer Service 2024 2023 64

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. It’s a video.

White Paper 69

White Paper Article 2022 Customer Service 69

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. 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.

2021 79

2021 Article Rewards Programs Customer Service 79

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer.

2019 91

2019 Article Loyalty Programs Customer Service 91

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Article 69

Article 2022 Customer Service Loyalty Programs 69

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.

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. 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. Follow on Twitter: @Hyken.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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.

Article 64

Article 2020 Loyalty Programs Customer Service 64

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. After all, loyalty is an emotion.

2017 81

2017 Article Customer Service Loyalty Programs 81

ShepHyken

NOVEMBER 2, 2016

It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. Loyalty is an emotion. Satisfactory is a rating.

Loyalty 134

Loyalty Loyalty Programs Lifetime Customer Customer Service Training 134

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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.

Article 75

Article 2020 Customer Service E Commerce 75

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

APRIL 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Recent breakthroughs in artificial intelligence have dazzled C-suite executives seeking to personalize marketing, juice sales, anticipate customer needs and identify unseen risks. Here are my top five picks from last week.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. My Comment: I love the concept of loyalty programs. It’s about customer service training.

Article 17

Article 2021 Customer Service Customer Service Training 17

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

ShepHyken

MAY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Connect with Shep on LinkedIn.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. by Andrew Reid.

Article 12

Article 2022 Customer Service Customer Centricity 12

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. These stories can also become the foundation of your customer service training.

2023 13

2023 Article Customer Service 2009 13

Comm100

OCTOBER 8, 2016

Give customers one-on-one attention. If your company has the resources, sometimes offering customers one-on-one attention with an agent can help establish a strong connection that might inspire a customer to stick around. Make customer service channels easy to reach and use. Loyalty Programs.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

2020 117

2020 Article Customer Service Loyalty Programs 117

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 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. Build trust.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Fonolo) Are voice interactions becoming a smaller part of the customer service picture?

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. My Comment: Here’s a great article on creating a knowledgebase for your customers. It should pay.

Article 99

Article 2021 Customer Service Retail 99