ShepHyken

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. Anything you do to get a customer to start to do business with you – and gets them to return – could fall under the concept of a marketing strategy.

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Customer Service Training 90

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 146

Customer Experience Management Return on Investment Banking 146

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Reference Loyalty 67

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Article 78

Article Customer Service 2024 Net Promoter Score 78

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

2024 70

2024 E Commerce Article Loyalty Programs 70

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. Loyalty Programs Should Encourage Competition.

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2024 Net Promoter Score Article Loyalty Programs 73

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Customer service is what you do for your customers.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 630

Automotive Competitive Advantage Customer Service Training Customer Service 630

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

ShepHyken

MAY 28, 2024

The result was a deepened sense of loyalty and sharing the story with others—in this case, thousands of readers of Chip’s Forbes article. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 91

Hotels Workshop Customer Service Training Article 91

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. My Comment: Here is an excellent and robust article on loyalty programs.

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2024 Article Hotels Loyalty Programs 78

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.

Article 73

Article 2024 Customer Service Loyalty Programs 73

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Does the Customer Come Back?

Metrics 153

Metrics Customer Service Workshop Measurement 153

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

2024 80

2024 Article Customer Service E Commerce 80

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. Customers want an experience they can count on.

Loyalty 109

Loyalty 2019 Customers 2018 109

Bill Quiseng

NOVEMBER 22, 2023

And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. Let’s be revolutionary to improve the customer experience. For starters, customer experience or CX is about the customers’ emotional value of their experiences.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.

2021 135

2021 Article Customer Service Loyalty Programs 135

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If you want to create a powerful and positive customer experience, work on the employee experience.

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Workshop Insurance Employee Experience Culture 149

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Or when a company or brand delivers a great experience, but then the next time, it’s just okay.

Customer Service 158

Customer Service Workshop Customer Service Training Connections 158

ShepHyken

OCTOBER 19, 2016

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Customer Loyalty Lessons from Mama Louise appeared first on Shep Hyken.

Loyalty 134

Loyalty Customer Service Training Customers Customer Service 134

Bill Quiseng

NOVEMBER 1, 2023

Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. QUI TAKEAWAY: Customer service is what you do for your customers. Why only three?

Customer Journey Mapping 97

Customer Journey Mapping Sports Customer Service Training Customer Care 97

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 Let’s learn from some of the best!

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2024 Article Customer Service B2B 62

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. Customer Service Training by ALISON.

Customer Service Training 60

Customer Service Training Customer Service Seminar Banking 60

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 60

Article Customer Service 2023 Loyalty Programs 60

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Loyalty is more than points.

Article 146

Article 2021 Customer Service 2026 146

ShepHyken

NOVEMBER 7, 2023

So, here is the Customer Hierarchy of Needs : Products that Work: We start at the base of the pyramid with a basic need: whatever the customer buys from you must do what it’s supposed to do. Even if you deliver an amazing customer experience, if the product fails, your customers will find someone else to do business with.

Workshop 97

Workshop Customer Service Training Customers Reference 97

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Article 151

Article 2021 Customer Service B2C 151

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 65

Article 2023 Customer Service Loyalty Programs 65

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!)

2024 60

2024 E Commerce Article Customer Service 60

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

2021 155

2021 Article Customer Service Net Promoter Score 155

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. by Erin Ollila.

2021 155

2021 Article Customer Service Customer Retention 155

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. Whatever drives repeat business – and ideally, customer loyalty – is a good program. Here are my top five picks from last week.

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2024 Article Customer Service Contact Center 67

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

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2024 Article Customer Service Average Handle Time 62

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past.

2024 62

2024 Article Customer Service Net Promoter Score 62

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.”

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2024 Article Customer Service Social Media 58