ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. My Comment: If you think that customer loyalty programs are about discounts and points, think again.

2022 64

2022 Article Loyalty Programs Customer Service 64

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.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Consumers may turn to Lyft.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

FEBRUARY 4, 2024

In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. But in 2023, these six retailers and brands set new standards of what loyalty can be.

2024 60

2024 Article Customer Service B2B 60

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. For just $8.99

Article 64

Article 2022 Customer Service Customer Service Training 64

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

2024 58

2024 Article Customer Service Workshop 58

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. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Article 63

Article 2023 Customer Service Loyalty Programs 63

ShepHyken

JANUARY 20, 2020

How to Run a Customer Loyalty Program by ThriveHive. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. Loyalty Trends in 2020: How Will This Year Be Different?

2020 116

2020 Article Customer Service Loyalty Programs 116

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

2021 137

2021 Article Customer Service Rewards Programs 137

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 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Article 144

Article 2020 Customer Service Loyalty Programs 144

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Article 73

Article 2022 Customer Service Loyalty Programs 73

ShepHyken

JANUARY 2, 2023

Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? This is where a customer is surprised about the price.

Article 64

Article 2023 E Commerce Customer Service 64

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

MAY 28, 2018

My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. Power survey that says 67% of consumers have used social media to resolve customer service issues. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

NOVEMBER 27, 2017

Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos. 3 Ways to Make Your Loyalty Program More Social for the Holidays by Barry Kirk. Maritz Motivation) Most consumers join loyalty programs with self-serving motives. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.

Net Promoter Score 88

Net Promoter Score Article 2018 Customer Service 88

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. My Comment: I often write about the difference between a loyalty program and a marketing/promotional program.

Article 105

Article 2019 Customer Service B2B 105

CSM Magazine

OCTOBER 25, 2023

Online stores give consumers an almost limitless choice of shops to purchase from, along with the convenience of home deliveries and often competitive pricing. As a result, physical retailers must offer something truly special to entice and retain customers. Feedback Collection : Using CRM to gather and act on customer feedback.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

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

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

ShepHyken

FEBRUARY 13, 2017

This article has a number of concepts to help integrate an effective customer success program. 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. For information contact or www.hyken.com.

2017 81

2017 Article Customer Service Loyalty Programs 81

ShepHyken

FEBRUARY 24, 2020

(Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience? Follow on Twitter: @Hyken.

2020 105

2020 Article Customer Service Exceptional Customer Service 105

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. There are some interesting stats and facts that prove how important some of these programs are.

2021 71

2021 Article Customer Service Hospitality 71

ShepHyken

JULY 24, 2017

(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. How do you make being a member of your loyalty program worthwhile?

Article 51

Article Customer Service 2017 Loyalty Programs 51

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

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. 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. My Comment: I love the concept of loyalty programs. Just know the difference.

Article 17

Article 2021 Customer Service Customer Service Training 17

ShepHyken

JUNE 20, 2022

(CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. At first, coffee was cheap and plentiful — though options for consuming it were limited. Consumers Embracing Premium Loyalty Programs by Retail Customer Experience.

2022 12

2022 Article Customer Service Loyalty Programs 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.

2023 13

2023 Article Customer Service Loyalty Programs 13

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. Done right, it endears the brand to the customer.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

JULY 24, 2017

(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help. How do you make being a member of your loyalty program worthwhile?

2017 28

2017 Article Customer Service Loyalty Programs 28

ShepHyken

OCTOBER 10, 2022

The Secret to Building Brand Devotion is Not a Loyalty Program. Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. My Comment: I’ve always preached that there is a difference between a repeat customer and a loyal customer.

Article 12

Article 2022 Customer Service Customer Centricity 12

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

2023 13

2023 Article Customer Service 2009 13

ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. My Comment: Do you want to increase your Customer Lifetime Value? That’s a rhetorical question. Who doesn’t?

Article 13

Article 2023 Customer Service E Commerce 13

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

2023 13

2023 Article Customer Service Contact Center 13