Lumoa

FEBRUARY 7, 2023

With a well-designed VoC program in place, businesses can gain a competitive edge by focusing their efforts on the areas that matter most to their customers, ultimately driving customer satisfaction, loyalty, and growth. Examples of VoC There are so many different ways customers can share information about what they want.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

NOVEMBER 10, 2021

Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. Customer loyalty requires creating confidence, not perfection. By the way, here’s a reminder of my loyalty formula: . Great Customer Service + Confidence = Potential Customer Loyalty .

Loyalty 148

Loyalty Customer Service Training Customer Service Information 148

ShepHyken

JULY 22, 2019

My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. If you’re not already strong in the area of social customer care, this article will help you get started. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

2019 117

2019 Article Social Media Customer Service 117

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Reference Loyalty 67

ShepHyken

DECEMBER 28, 2022

Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” I refer to these as loyalty killers. . Customers love working with empowered employees. . Be customer focused. That means that every decision you make keeps the customer in mind. Follow on Twitter: @Hyken.

2023 132

2023 Fashion Customer Service Training Reference 132

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Here’s Why.

2020 156

2020 Article Customer Service Airlines 156

ShepHyken

OCTOBER 12, 2022

Gen-Z and Millennials are the catalysts for digital customer support channels. . Rob Siefker, Zappos.com’s former senior director of customer loyalty, shared his take on social media channels in a recent Inc. When asked why Zappos uses social media, his answer was, “Zappos customers use it. Follow on Twitter: @Hyken.

Social Media 159

Social Media Customer Service Customer Care Customer Service Training 159

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Follow on Twitter: @Hyken.

Article 67

Article 2022 Customer Service E Commerce 67

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world.

Article 94

Article 2020 Customer Service Customer Retention 94

ShepHyken

JANUARY 4, 2023

Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Trust is an emotional connection that drives repeat business and loyalty. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. . Follow on Twitter: @Hyken.

2023 137

2023 Customer Service Customer Experience B2C 137

ShepHyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Service Training 132

Customer Service Training Customers Information Loyalty 132

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

JUNE 28, 2021

It’s important to have conversations like these to keep service and experience front of mind. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) and loyalty. Follow on Twitter: @Hyken.

2021 143

2021 Article Customer Service Government 143

ShepHyken

DECEMBER 15, 2021

Unfortunately, I don’t have the perfect answer, but I do have an idea to avoid a big part of the problem, which is how the customer experience is being impacted. . I’m seeing that customer loyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.

B2C 126

B2C Customer Service Training B2B Definition 126

ShepHyken

FEBRUARY 7, 2018

But, how do you think a customer, such as myself, feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? Isn’t my loyalty worth something? For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Travel 113

Travel Advertising Loyalty Customer Service Training 113

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Article 81

Article 2018 Customer Service Loyalty Programs 81

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

2016 124

2016 Article Customer Service Loyalty 124

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. And confidence turns into trust – which can turn into repeat business and even customer loyalty.

Reference 65

Reference B2C Workshop Customer Service Training 65

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 110

Customer Service Training Customer Service Contact Center Culture 110

ProProfs Chat

JUNE 30, 2020

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. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. The post How Much Do You Trust Your Customers?

Customer Service Training 139

Customer Service Training B2B Customers Retail 139

ShepHyken

FEBRUARY 14, 2023

Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Customer Service Training 151

Customer Service Training Online Experience Customer Service Information 151

ShepHyken

JANUARY 9, 2017

The best companies know what data helps them get the answers and info they need to help their customers. Building Long Term Customer Loyalty in Disposable Times by Deborah Shane. My Comment: Loyalty is about long term relationships. It starts with getting the customer to come back next time.

2017 80

2017 Article Customer Service Loyalty 80

ShepHyken

AUGUST 15, 2018

And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

CSM Magazine

JULY 12, 2020

When businesses use Analytics and organisational tools to track their user’s journeys and schedule multiple ads, they are investing in their customers and improving their responses through effective digital marketing. The notion of “immediate” and social media are both factors that influence a modern business’ approach to its strategy.

Customer Service 52

Customer Service Marketing Social Media Culture 52

ShepHyken

SEPTEMBER 22, 2021

A summary of the seven principles that will help your organization become even more customer-focused. And, have your customers saying, “I’ll be back!” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Culture 109

Culture Customer Centricity Sports Definition 109

ShepHyken

AUGUST 24, 2022

Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

2022 131

2022 Customer Service Training Customers Customer Service 131

ShepHyken

JUNE 1, 2020

These days, there are three things I focus on when it comes to customer service. My Comment: We start this week’s roundup with a very short article (two-minute read) about three simple ideas to increase loyalty; keep customers informed, no surprises and good follow-up. Sounds like common sense, doesn’t it?

Article 68

Article 2020 Customer Service Call Center 68

ShepHyken

MARCH 16, 2022

So, manage for the reaction – not the opposite reaction – that you want to happen, which is to get the customer to say, “ I’ll be back.” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Service 121

Customer Service Customer Service Training Definition Customers 121

ShepHyken

APRIL 20, 2022

It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . 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.

Customer Service Training 129

Customer Service Training Reference Customers Customer Service 129

ShepHyken

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

2021 67

2021 Article Customer Service 2022 67

ShepHyken

JUNE 17, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Magazine 155

Magazine Customer Service Training Customer Service Information 155