ShepHyken

FEBRUARY 20, 2024

Even with high scores on Time to Happiness , Time Well Spent, or any of the more typical and popular ways companies measure customer satisfaction, such as NPS, CSAT, and others, perhaps what may be the most important metric is if the customer comes back. This is my Loyalty Question , a concept I’ve shared many times over the years.

Metrics 150

Metrics Customer Service Workshop Measurement 150

ShepHyken

NOVEMBER 14, 2023

This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Nobody wants to work in a place that doesn’t emotionally fulfill them. Connect with Shep on LinkedIn.

Workshop 147

Workshop Insurance Employee Experience Culture 147

ShepHyken

DECEMBER 26, 2023

Consistency creates confidence, and confidence can lead to customer loyalty. Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more. Today’s customers will reach out to you in the most convenient way. Connect with Shep on LinkedIn.

Customer Service 156

Customer Service Workshop Customer Service Training Connections 156

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Article 64

Article Customer Service 2024 2023 64

ShepHyken

NOVEMBER 7, 2023

Emotional Connection: This is where loyalty is created. Customers know your products work, trust you, align with your beliefs and what you stand for, and feel appreciated. This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Maintain that feeling and build on it.

Workshop 95

Workshop Customer Service Training Customers Reference 95

ShepHyken

AUGUST 1, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 117

Hotels Travel Workshop Reference 117

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 74

Management Workshop Interaction Customer Service Training 74