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.

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Workshop Customer Service Training Customers Reference 96

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! My Comment: I’m a big fan of loyalty programs.

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Article Customer Service 2023 Loyalty Programs 59

ShepHyken

FEBRUARY 4, 2024

There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer. But in 2023, these six retailers and brands set new standards of what loyalty can be. When done well, they foster repeat business.

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2024 Article Customer Service B2B 61

ShepHyken

MARCH 4, 2024

And just as important, is to understand what customer experience is not, which Annette also shares. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” Customers/consumers expect more from the companies and brands they choose to be loyal to. Connect with Shep on LinkedIn.

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2024 E Commerce Article Customer Service 59

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

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Customer Service Training Customer Service Seminar Banking 55

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 65

Article 2023 Customer Service Loyalty Programs 65

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.

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2024 Article Customer Service Social Media 57

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

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2024 Article Customer Service Average Handle Time 61

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. Consider that most consumers look at reviews before making a purchase.

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Article Customer Service 2023 Contact Center 63

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.

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2024 Article Customer Service Contact Center 66

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.

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2024 Article Customer Service Net Promoter Score 61

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back. How to Make Loyalty a New Business Line for your Brand? And here’s another term to consider: generative loyalty.

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Article 2023 2028 Customer Service 80

ShepHyken

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty.

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Article Customer Service 2023 Contact Center 66

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

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Article Customer Service 2023 Customer Centricity 59

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.

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Management Workshop Interaction Customer Service Training 75

ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. You will love his opening story about what happened in a well-known, name-brand hotel.

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2024 Article Customer Service Workshop 59

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.

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Hotels Travel Workshop Reference 117

ShepHyken

OCTOBER 1, 2023

How to improve Customer Loyalty and win over shoppers by Patrick Overall (The Retail Bulletin) We know it might seem a bit too early to be thinking about it, but, Black Friday, Cyber Monday, and the holiday season is just around the corner. My Comment: What I’m about to write may lead you to believe I don’t like this article.

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Article Customer Service 2024 2023 65

ShepHyken

AUGUST 28, 2023

by Chip Bell (Forbes) Research shows that 75% of customers who leave a company to go with a competitor assess their experience of the company they abandoned as “satisfied” or “completely satisfied.” My Comment: I’ve always said there is a big difference between satisfied customers and loyal customers.

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2023 Article Customer Service Magazine 62

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I love repeat business.

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2024 Article Customer Service Government 80

ShepHyken

JULY 31, 2023

7 Things I’ve Learnt Since Launching the Business of Customer Love Podcast by Simeon Atkins (Mention Me) Just because I have a loyalty card for the local coffee shop, doesn’t mean I wouldn’t drop them for a new one that’s just opened up down the road which has an even more appealing offer to entice me.

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Article 2023 Customer Service Customer Centricity 62

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. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. Customer retention can also help build your brand and reputation.

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Article Customer Service Hospitality Hotels 67

ShepHyken

FEBRUARY 12, 2024

Ultra Luxury Generation Divide: Courting the Next Generation’s Loyalty by Michelle Collins (SmartBrief) It’s a period of courting for both consumers and ultra luxury brands. Both assume that their loyalty is a privilege and an earned reward, respectively. My Comment: Selling to the uber-wealthy is different than the typical customer.

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2024 Article Customer Service Social Media 66

ShepHyken

JUNE 11, 2023

Cultivating Customers: Top ‍5 Marketing Strategies for Small Business Success by Noah Miller (Tech Times) In today’s competitive business landscape, customer loyalty is more significant than ever. My Comment: Customer service and CX is marketing! Connect with Shep on LinkedIn.

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Article Customer Service B2B 2023 62

ShepHyken

MAY 15, 2023

Authenticity turns into trust, which is essential for repeat business and loyalty. Here you will find four ideas: showing humanity, keeping customers informed, creating a customer-first experience, and connecting emotionally. Can AI Deliver A Customer Experience Like A Grandmother Would? Connect with Shep on LinkedIn.

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Article Net Promoter Score Customer Service 2023 64

ShepHyken

APRIL 18, 2023

And confidence turns into trust – which can turn into repeat business and even customer loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. That is what Amazon has mastered, and it’s something you and your organization can do, too!

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Reference B2C Workshop Customer Service Training 64

ShepHyken

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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2024 Article Customer Service Customer Journey 66

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.

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Customer Retention Loyalty Loyalty Programs Social Media 60

ShepHyken

JULY 17, 2023

Is Your Organization’s Customer Experience Success Intentional? by Jeannie Walters (Experience Investigators) Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. Connect with Shep on LinkedIn.

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Article 2023 Customer Service Retail 62

Myra Golden

DECEMBER 19, 2017

She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit. Taking things personally often is a demonstration of your loyalty to the company and your insistence on things being fair and right. One of the ways I tackled this issue was through small group discussion. Caitlin Singer.

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Customer Service Representative Customer Service Workshop Customer Service Training 45

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. My Comment: Another one of my favorite topics is customer loyalty.

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2023 Article Customer Service 2009 13

ShepHyken

APRIL 24, 2023

Others are suggesting an amount much larger than what the typical customer is used to. As Inflation Bites, Loyalty Programs Are More Important Than Ever. Here’s How to Create One That’ll Stand the Test of Time by Colleen Murray (Entrepreneur Media) Chances are your loyalty program is failing.

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Article Customer Service Loyalty Programs 2023 12

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. There’s something here for every company, from small to large.

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Article Customer Service Loyalty Programs 2023 12

ShepHyken

MAY 22, 2023

Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers. Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program.

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2023 Article Customer Service Loyalty Programs 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.

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Article Customer Service 2023 Retail 15

ShepHyken

AUGUST 21, 2023

Our customer experience research finds this has become more important than ever, especially with younger customers (GenZ and Millennials). The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C. My Comment: You don’t have to b in the healthcare industry to appreciate this article.

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Article Hospitality Customer Service 2023 12

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. So, it is surprising that retailers are starting to “dissuade returns” and put customer loyalty at risk. Here are my top five picks from last week.

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