ShepHyken

FEBRUARY 28, 2022

As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Consider how “warm” you are with your customers. can be summed up with the idea of you and your customers warming up to each other. Then along came the employee experience (EX). My Comment: Here’s a new idea.

2022 70

2022 Article Customer Service Loyalty 70

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? First, a great customer experience starts with the employee experience.

2021 126

2021 Article Customer Service B2B 126

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Sixty-four percent of U.S.

Article 103

Article 2021 Customer Service Contact Center 103

ShepHyken

MARCH 29, 2021

(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Article 77

Article 2021 Customer Service Competitive Advantage 77

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!7 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

2020 65

2020 Article Customer Service Hospitality 65

ShepHyken

APRIL 6, 2020

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. My Comment: I’ve always preached that there are two types of loyalty programs.

Article 76

Article 2020 Customer Service E Commerce 76

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

MAY 14, 2018

While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. My Comment: Charity is part of the customer experience. It is amazing!

2018 76

2018 Article Customer Service Employee Experience 76

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Article 111

Article 2019 Customer Service Customer Service Training 111

ShepHyken

NOVEMBER 29, 2021

The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”. Well, that’s a good question.

2021 84

2021 Article Customer Service Retail 84

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. My Comment: Loyalty programs can be powerful.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. That’s where it starts.

Article 84

Article 2020 Customer Service Contact Center 84

ShepHyken

APRIL 10, 2023

This article includes ways to spot customer service burnout, how to avoid it from happening on your team, and more. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% for their products and services.

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

JULY 25, 2022

Straight from HBR, we learn three ways to make our employees work more purposeful. Purposeful work can lead to employee fulfillment, which leads to long-term employment. 11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. They also need to think about employees.

Article 14

Article 2022 Customer Service Magazine 14

ShepHyken

JANUARY 30, 2023

Why Customers Are Switching Brands More Often by Dan Gingiss (Dan Gingiss) Driven by cultural shifts that were heightened by the COVID-19 pandemic, more American consumers are switching brands than ever. The trend has reached the point where some observers are calling it “the death of brand loyalty.” It didn’t used to be this way.

2023 23

2023 Article Customer Service Banking 23

ShepHyken

SEPTEMBER 27, 2021

Our research shows that a personalized experience will bring a customer back. Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Read the article and see if you agree. You’ll be glad that you did!

Article 19

Article 2021 Customer Service E Commerce 19

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. How to design and run a customer loyalty program for small businesses by Raúl Galera.

Article 148

Article 2021 Customer Service Loyalty Programs 148

ShepHyken

APRIL 19, 2021

10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training by Veronica Krieg. Sharpen) Here are 10 statistics to inspire your customer service training, along with actionable tips to take back your time and put it toward high-value work, like coaching your team.

Article 150

Article 2021 Customer Service Customer Service Training 150

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JANUARY 15, 2018

A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service. He was walking out of his bank, ready to do business elsewhere, when an employee asked a powerful question.

Article 0

Article 2018 Customer Service Banking 0