Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? Exceptional customer service is a guiding light, capturing attention amidst many options. The goal is for customers to see your business as excellent and become passionate advocates.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

InMoment XI

MAY 4, 2023

Offer unique services on top of products that service the customer’s greater overall need Remove junk / nuisance fees from the equation Understand the emotions of your customers and build responses in kind Inspire Your Teams Invest in a culture that empowers teams to continuously improve and work toward a common purpose.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

C3Centricity

MAY 12, 2024

Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan. It’s about creating an unforgettable positive experience that fosters loyalty and word-of-mouth promotion. Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 62

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 62

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. Or, do they?

Article 65

Article 2022 Customer Service Customer Service Training 65

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Same for CX.

2021 73

2021 Article Customer Service Hospitality 73

CSM Magazine

JANUARY 24, 2022

Salon customer service is one of the most important parts of running a successful business. It’s an important factor customers pay attention to when assessing your salon. Customer service in the salon starts from the moment the customer sets foot at your doorstep. Why is Salon Customer Service Important?

Customer Service 52

Customer Service Loyalty Programs Books Reference 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey. and refer to pronouns as “they.”

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

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.

2022 70

2022 Article Customer Service Hospitality 70

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 80

2021 Article Rewards Programs Customer Service 80

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? CIOs need to focus on customer experience now by Zavalaeus Kerr.

2017 76

2017 Article Customer Service Loyalty Programs 76

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. And this is about more than just customer service. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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. It is part of the culture.

Article 111

Article 2019 Customer Service Social Media 111

CSM Magazine

MAY 17, 2023

Understanding the psychology of customer service can help businesses create customer experiences that not only meet expectations but also exceed them. This, in turn, fosters customer loyalty and positive word-of-mouth recommendations, ultimately driving profitability.

Customer Service 52

Customer Service Net Promoter Score Customer Service Representative Customer Satisfaction 52

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? It’s baked in the culture.

2021 67

2021 Article Customer Service 2022 67

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

AUGUST 30, 2019

Sustain Your Customer Lifetime Value Through Exceptional Customer Service. How do you get your customers to keep coming back? The answer is to simply provide outstanding customer service. As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty.

Blog 106

Blog Loyalty Programs Loyalty Lifetime Customer 106

Stella Connect

SEPTEMBER 14, 2021

How the Customer Service Experience Can Make or Break Your Business. Having such different customer experiences in quick succession reminded me of a fundamental truth that is easy to overlook: whoever handles a customer call represents your entire company. They are not just providing customer service.

Customer Service 52

Customer Service Sports Loyalty Programs Customers 52

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 76

Article 2020 Customer Service E Commerce 76

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses can adopt similar algorithms to offer personalized experiences to their customers. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. This not only boosts customer retention but also fosters a sense of belonging.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

2016 78

2016 Article Customer Service Loyalty Programs 78

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Books 71

Books Customer Service Culture E-support 71

ShepHyken

SEPTEMBER 3, 2019

They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture. The Interview with Peter Fader & Sarah Toms: A key term is CLV, which stands for “customer lifetime value.”

Customer Centricity 95

Customer Centricity Loyalty Programs Loyalty Metrics 95

SurveySensum

JULY 26, 2023

Leveraging Technology to Tailor Personalized Experiences Nike , the sportswear giant has invested heavily in leveraging technology and data analytics to deliver personalized experiences to their customers. One of their standout personalized initiatives is the NikePlus Membership program.

Customer Retention 52

Customer Retention Retail Social Media Loyalty Programs 52

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. Here are my top five picks from last week.

2023 13

2023 Article Customer Service Loyalty Programs 13

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. What is Customer Service Psychology? Help Your Customers Identify With Your Brand, Values, and Culture.

Customer Service 82

Customer Service Social Media Customers Communication 82

ShepHyken

APRIL 16, 2019

They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

Loyalty 98

Loyalty Loyalty Programs Books Culture 98

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar?

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How do you serve customers in a way that’s conducive to the present and future, while also integrating the human-element?

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Championing a customer-centered mindset within the company.

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. If you want to focus on CX and improve your image with your customers, here are 11 key steps.

Customer Experience 94

Customer Experience Social Media Loyalty Programs Brands 94

SurveySparrow

NOVEMBER 2, 2023

Understanding the diverse needs of different customer groups fosters empathy. Businesses can develop products and services that genuinely address these needs, creating a positive customer experience. Cultural differences influence purchasing decisions. A representative sample helps businesses recognize these differences.

Marketing 52

Marketing Culture Insights Loyalty Programs 52