ShepHyken

MARCH 4, 2024

by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.

2024 60

2024 E Commerce Article Customer Service 60

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Article 91

Article 2021 Customer Service Retail 91

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

2022 65

2022 Article Loyalty Programs Customer Service 65

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. What Does Customer Loyalty Mean For Your Business? by Syrow Editorial Team.

Article 93

Article 2021 Customer Service Hospitality 93

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. Digital Customers Less Loyal by Tanya Gazdik. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience.

2017 81

2017 Article Customer Service Airlines 81