ShepHyken

MARCH 18, 2024

Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. And beyond loyalty is a brand fan. My Comment: If you’ve been following me, you know one of my favorite topics to write about is how the employee experience (EX) positively impacts the customer experience (CX).

2024 79

2024 Article Customer Service Government 79

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CMSWire) ECM and content services, while related, are not the same.

2021 135

2021 Article Customer Service Employee Experience 135

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Hospitality Net) Why do so many hotel loyalty programs fail? Enough said!

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. First, I disagree that these programs create true loyalty. There are plenty of great ideas.

2021 79

2021 Article Rewards Programs Customer Service 79

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 69

2022 Article Customer Service Loyalty 69

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

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Article 64

Article 2023 Customer Service Loyalty Programs 64

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

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 102

Article 2021 Customer Service Contact Center 102

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 125

2021 Article Customer Service B2B 125

ShepHyken

OCTOBER 22, 2021

Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty.

Customer Experience 144

Customer Experience Management Return on Investment Banking 144

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

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 76

Article 2021 Customer Service Competitive Advantage 76

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 75

Article 2020 Customer Service E Commerce 75

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

Integrity Solutions

OCTOBER 27, 2021

It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand. After all, if it were, everyone would be doing it.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

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

Bill Quiseng

JANUARY 10, 2022

This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business. When we create a great experience for people as much as we do for customers, we will earn the loyalty of both.

Leadership 167

Leadership Culture Loyalty Engagement 167

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 83

2021 Article Customer Service Retail 83

ShepHyken

JUNE 10, 2019

My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding.

Article 110

Article 2019 Customer Service Customer Service Training 110

CSM Magazine

AUGUST 23, 2022

Providing a remarkable customer experience regardless of the industry will provide future growth opportunities for your business. The ROI Value In Better Customer Service. Create an emotional connection with your customers by creating special offers and promotions, turning repeat customers into avid fans.

Customer Service 52

Customer Service Management Rewards Programs Reference 52

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

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. My Comment: Another one of my favorite topics is customer loyalty.

2023 13

2023 Article Customer Service 2009 13

ShepHyken

JUNE 5, 2023

Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. This article goes straight to the idea that is perfectly said in the title: Customer support is an investment, not an expense. Connect with Shep on LinkedIn.

Article 14

Article Customer Service 2023 Retail 14

ShepHyken

APRIL 16, 2023

A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities. Loyalty and trust will always be important factors in the average customer’s buying decisions. This is a powerful concept!

Article 9

Article 2023 Customer Service Magazine 9

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 13

Article 2022 Customer Service Magazine 13

Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.

Loyalty 75

Loyalty Competitive Advantage Customer Centricity Culture 75

ShepHyken

AUGUST 14, 2023

Here’s Everything You Need To Know About Customer Retention by Aryan Jakhar (Inc42) Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Article 12

Article Customer Service 2023 Customer Retention 12

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

OCTOBER 16, 2023

Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. How Do Your Customers Experience Your Company Culture? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 12

Article Customer Service 2023 Customer Centricity 12

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 149

Article 2021 Customer Service Customer Service Training 149

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Article 147

Article 2021 Customer Service Loyalty Programs 147

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