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 145

Article 2020 Customer Service Loyalty Programs 145

ShepHyken

NOVEMBER 2, 2016

So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. Some companies think they have a loyalty program, but it is actually a marketing program, and there’s a big difference. Follow on Twitter: @Hyken.

Loyalty 134

Loyalty Loyalty Programs Lifetime Customer Customer Service Training 134

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing.

2019 91

2019 Article Loyalty Programs Customer Service 91

ShepHyken

SEPTEMBER 9, 2019

(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Article 94

Article 2019 Customer Service Loyalty Programs 94

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 117

2020 Article Customer Service Loyalty Programs 117

ShepHyken

NOVEMBER 14, 2022

Why Reducing Customer Effort Leads To Loyalty by Dan Gingiss. Dan Gingiss) You can’t expect your customers to know everything. Yes, today’s customers are more connected and have access to more information than any other generation of customers in history, but they still can’t read minds (at least not yet).

White Paper 69

White Paper Article 2022 Customer Service 69

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

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

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. For information, contact 314-692-2200 or www.hyken.com.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

MARCH 5, 2018

We can learn a lot from good and bad service. The Six Cs of Loyalty Program Marketing by Rick Boubelik. My Comment: Want to know some sure-fire ways to create a successful customer loyalty program? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 81

Article 2018 Customer Service Loyalty Programs 81

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

FEBRUARY 26, 2018

My Comment: Customers are more demanding than ever, especially when it comes to the customer experience. They know what good service is and expect it. This, according to the article, can put a company that’s not customer focused in a “fragile” position. Why Paid Memberships Are the New Loyalty by Doug Stephens.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

DECEMBER 30, 2019

Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. Follow on Twitter: @Hyken.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

2016 78

2016 Article Customer Service Loyalty Programs 78

ShepHyken

AUGUST 8, 2016

There’s some great information here, and it’s a blast to read. Fonolo) Are voice interactions becoming a smaller part of the customer service picture? This article by Shai Berger, CEO of Fonolo and an expert in the customer support world, shares his thoughts in this thought provoking article. (And even if you’re not.)

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

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

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.”

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

JULY 15, 2019

Great Expectations: What Businesses Need To Know About Customer Service in the On-Demand Economy by Brad Birnbaum. Forbes) It’s hard to imagine a time when humans survived without Google and Amazon delivering information and products as immediately as the laws of physics allow. They are often confused and for good reason.

Article 106

Article 2019 Customer Service B2B 106

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 13, 2017

Luckily, there’s a range of technology that can be used to improve customer experience and increase loyalty. My Comment: Customer loyalty programs have come a long way. A customer no longer has to carry a card that is punched or handed to the salesperson to get their rewards points. by Vitaliy Verbenko.

2017 81

2017 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

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

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. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Article 51

Article Customer Service 2017 Loyalty Programs 51

ShepHyken

AUGUST 28, 2017

(Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Cost-effective service excellence by Jochen Wirtz & Valarie Zeithaml. There is plenty of information here to digest.

2017 79

2017 Article Customer Service Contact Center 79

ShepHyken

APRIL 6, 2020

(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. The other is more of a marketing program that rewards customers for coming back.

Article 75

Article 2020 Customer Service E Commerce 75

ShepHyken

FEBRUARY 18, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. My Comment: As long as we’re talking trends for the year, here are three trends that focus on loyalty programs. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 60

2019 Article Customer Service 2018 60

ShepHyken

MAY 4, 2020

How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Insane Growth) Shifting your focus to customer loyalty may seem complicated, but in this blog post, we’ve compiled the best resources to help you understand its importance and find ways to make your customers loyal too.

Article 95

Article 2020 Customer Service Contact Center 95

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” That said, when it comes to loyalty programs, the concept is valid. This article by customer service expert, Jeannie Walters gives us some very specific tools to help us maintain our CX momentum.

Article 71

Article 2020 Customer Service Loyalty Programs 71

ShepHyken

APRIL 17, 2017

The simplest of these programs is the famous punch card where ten purchases get you a discount or free purchase once completed. My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” That said, when it comes to loyalty programs, the concept is valid. This article by customer service expert, Jeannie Walters gives us some very specific tools to help us maintain our CX momentum.

Article 48

Article 2020 Customer Service Loyalty Programs 48

ShepHyken

AUGUST 23, 2021

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. However, there is a difference between a loyalty program and a marketing program. Just kidding!

Article 17

Article 2021 Customer Service Customer Service Training 17

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. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

2017 28

2017 Article Customer Service Loyalty Programs 28

ShepHyken

APRIL 29, 2019

And, I’ll add a tenth: Make it super easy for your customers to find your contact information. 76% of Customers Choose Loyalty Programs that Collect ONLY Name and Phone Number by Michael Guta. Small Business Trends) More businesses are adopting customer loyalty programs because it is much easier to deploy.

Article 18

Article 2019 Loyalty Programs Customer Service 18

ShepHyken

MARCH 31, 2018

Frequent and regular messaging would have given passengers information they wanted and needed. In addition, employees of the airlines would possess the information and answers to passengers’ questions and would have answered them consistently. An App Creates Interactive Engagement with the Brand: Consider developing an app.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

NOVEMBER 13, 2017

5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner . CRM Buyer) Getting customers — and keeping them — is the name of the game in e-commerce. My Comment: If you have any type of loyalty program, you will want to read this article. For information contact or www.hyken.com.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

NOVEMBER 21, 2022

The shift to digital has fundamentally changed the conversation around brand loyalty from both sides of the equation. My Comment: Loyalty programs are typically about points and perks. However, today’s customers want more than that. Companies are determining if certain customers are worth doing business with.

2022 13

2022 Article Customer Service Net Promoter Score 13