CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.

Customer Service Training 40

Customer Service Training Customer Service E-support Metrics 40

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. It’s the price of admission.

Article 128

Article 2021 Customer Service Customer Service Training 128

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Article 67

Article Customer Service Hospitality Hotels 67

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

ShepHyken

MAY 24, 2021

Too many times we focus on being competitive with our competition, versus being competitive for the customer. Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. My Comment: Want to keep your customers coming back? Follow on Twitter: @Hyken.

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2021 Article Customer Service Customer Retention 153

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference. Follow on Twitter: @Hyken.

Article 149

Article 2021 Customer Service B2C 149

ShepHyken

JULY 26, 2021

What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.

Article 102

Article 2021 Customer Service Contact Center 102

ShepHyken

AUGUST 29, 2022

(Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers. Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue.

2022 64

2022 Article Customer Service Customer Retention 64

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Connect with Shep on LinkedIn.

2024 93

2024 Customer Service Workshop Customer Service Training 93

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Think about that!

2021 134

2021 Article Customer Service Loyalty Programs 134

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

JANUARY 4, 2023

If you’ve been following me, you know I’m a fan of referring to customer support as the Revenue Generation Department or the Customer Retention Center. Done right, customer support makes you money. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

2023 135

2023 Customer Service Customer Experience B2C 135

ShepHyken

SEPTEMBER 26, 2022

Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member. Forbes) In marketing, attracting new customers is only one half of the equation; businesses must also focus on how to keep those customers once they earn them. Follow on Twitter: @Hyken.

Article 67

Article 2022 Customer Service Customer Retention 67

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers.

2021 79

2021 Article Customer Service Customer Retention 79

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention? Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

ShepHyken

FEBRUARY 21, 2023

You can’t afford not to deliver a strong customer service experience. Seventy-four percent of customers would switch to a business that provides better customer service. A good customer service experience leads to higher customer retention and customer lifetime value (CLV).

Customer Experience 67

Customer Experience Customer Service Training Reference Loyalty 67

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. These are what McKinsey refers to as the “Zero Consumer.”

Article 79

Article 2023 2028 Customer Service 79

ShepHyken

MAY 25, 2020

How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. How to calculate your customer retention rate.

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Article 2020 Contact Center Customer Service 61

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. That includes B2C, B2B, and G2C (Government to Citizen). Connect with Shep on LinkedIn.

Article 62

Article 2023 Customer Service Magazine 62

Michel Falcon Experience

JANUARY 16, 2020

If you want to earn more customers quickly you could launch a Facebook ad campaign tomorrow, send people to a landing page and begin converting some of them into customers (not as easy as that but fairly close). To create your customer experience strategy you could do a number of things (three of which are listed later in this post).

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

ShepHyken

JUNE 14, 2021

That’s how you create the kind of loyalty that gets customers to come back again and again. Ways Proactive Customer Service Can Lead to Customer Retention and Growth by Ashwini Dave. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2021 93

2021 Article Customer Service Retail 93

ShepHyken

MARCH 3, 2019

5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Fourth Source) Fortunately, you can improve customer retention and improve customer relationships with email marketing. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 94

2019 Article Customer Service Omnichannel 94

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 69

Article 2022 Customer Service 2005 69

ShepHyken

OCTOBER 29, 2023

Keeping your customers close is all about it, like a favorite coat that you just can’t give up. My Comment: There’s a lot to this article about customer retention and loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 64

Article 2023 Customer Service Loyalty Programs 64

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. Follow on Twitter: @Hyken.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

FEBRUARY 25, 2024

How Customer Experience Drives Business Growth by Impact Networking (Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line. Connect with Shep on LinkedIn.

2024 60

2024 Article Customer Service Average Handle Time 60

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Follow on Twitter: @Hyken.

Article 85

Article 2018 Customer Service Customer Retention 85

ShepHyken

DECEMBER 5, 2016

40 Customer Retention Statistics You Need to Know by Chris Boeckelman. GetFeedback) Here are 40 stats on customer retention that reinforce the growing need for customer experience management. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 122

2016 Article Customer Service Travel 122

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

2024 60

2024 Article Customer Service Net Promoter Score 60

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Connect with Shep on LinkedIn.

2024 66

2024 Article Customer Service Social Media 66

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Consider these results from companies in the top quartile of the CX index. CX doesn’t cost.

2024 66

2024 Article Customer Service Customer Journey 66

ShepHyken

OCTOBER 24, 2022

Depending on the course, it’s not just for the frontline or the people designing a user/customer experience. Some training courses are designed for all employees. That’s been my philosophy as we designed our popular customer service training programs. Then read this article. Follow on Twitter: @Hyken.

Article 51

Article 2022 Customer Service Retail 51

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

2024 66

2024 Article Customer Service Contact Center 66

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Keep this article nearby and refer to it often.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

MARCH 21, 2022

It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Follow on Twitter: @Hyken.

2022 67

2022 Article Customer Service Magazine 67