ShepHyken

APRIL 30, 2024

For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience.

2009 90

2009 Entertainment Sports Workshop 90

ShepHyken

OCTOBER 31, 2023

But some brilliant marketers must think the public won’t know the difference. It’s in the price you pay. I’m okay with that, and it’s actually a pretty good marketing strategy that works. It markets the heck out of Two Bags Fly Free®. It’s not free if you have to pay $99 for it! It’s not really free. Either way, I’m happy.

Airlines 133

Airlines Workshop Customer Service Training Marketing 133

ShepHyken

JULY 5, 2017

I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. Word-of-mouth is the strongest marketing there is.

Marketing 98

Marketing Customer Relationship Management Customer Service Training Customer Relationships 98

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? My Comment: Influencer Marketing is part of the customer experience. My Comment: Influencer Marketing is part of the customer experience.

Article 77

Article 2024 Customer Service Government 77

ShepHyken

MAY 30, 2023

Not only was he correct in diagnosing the problem, but he also found a remedy: he hired Jeff Slutsky, a business expert known for his street fighter marketing tactics. In between the song segments, Slutsky takes on the role of DJ and introduces the songs mixed in with marketing messages about foot and ankle clinics.

Workshop 154

Workshop Customer Service Training Customer Service Customer Experience 154

ShepHyken

MARCH 31, 2024

If you’re into understanding customer behavior through measurement, this article is for you. For legacy industries, influencer marketing is key to evolving the customer journey by Greg Scavuzzo (Sprout Social) Influencer marketing has the power to reroute the customer journey in some of the most traditional spaces.

Article 82

Article 2024 Customer Service Government 82

ShepHyken

FEBRUARY 14, 2023

We often look at market share as one of the success criteria. If we’re losing market share to a competitor, we analyze why. Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 150

Customer Service Training Online Experience Customer Service Information 150

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. 10 Ways to Nurture Customer Confidence by Katie Navarra (The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers.

2024 70

2024 E Commerce Article Loyalty Programs 70

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Think about that! Thank you MattsenKumar!).

2021 134

2021 Article Customer Service Loyalty Programs 134

ShepHyken

MAY 16, 2023

They entice you with marketing messages, advertising, and anything else that could tip the scale to move a customer from thinking about buying to actually making the purchase. Marketing messages and advertising campaigns create credibility. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Workshop 2022 121

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Article 123

Article 2022 Customer Service Customer Service Training 123

ShepHyken

JULY 29, 2020

The bottom line is this: our customers may not know it, but they love boring. They love monotony—at least, as it applies to the customer experience. So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Follow on Twitter: @Hyken.

Customer Service 257

Customer Service Hospitality Customer Service Training Customers 257

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 31

Customer Success ROI Customer Service Training Sales 31

ShepHyken

JUNE 27, 2023

He also included a description of its marketing plan. According to Beck, the marketing plan is simple: Cook the best BBQ in Texas. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. My comment: Always do your best. Connect with Shep on LinkedIn.

Workshop 121

Workshop Customer Service Training Touchpoint Customer Service 121

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

2024 59

2024 E Commerce Article Customer Service 59

ShepHyken

FEBRUARY 4, 2024

How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. My Comment: Most loyalty programs are marketing programs. But in 2023, these six retailers and brands set new standards of what loyalty can be. Find your audience.

2024 61

2024 Article Customer Service B2B 61

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. If you want to build better customer relationships, read this article!

Article 65

Article 2023 Customer Service Loyalty Programs 65

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. Often, this falls into the marketing and/or sales departments. At the heart of business growth is a marketing and sales strategy.

Article 59

Article Customer Service 2023 Loyalty Programs 59

ShepHyken

DECEMBER 12, 2023

Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Most of the audience expects to learn a new sales technique or tactic; instead, I teach customer service and experience techniques and tactics. Connect with Shep on LinkedIn.

Sales 92

Sales Customer Experience Workshop Customer Service Training 92

ShepHyken

MARCH 8, 2023

This an “all-inclusive” resort where everything is included in the daily rate. Every Wednesday, the resort has a “Seafood Market” lunch where they grill fresh seafood for the guests. Then, he offered to set up a private Seafood Market experience the next day, just for Bill and his wife. First, he gave them menus to order lunch.

Customer Service Training 118

Customer Service Training Customer Service Marketing Customer Focused 118

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure.

Article 145

Article 2021 Customer Service 2026 145

ShepHyken

MAY 3, 2021

Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. My Comment: Here’s an expression that is several years old, but still has relevance: Customer experience is the new marketing. This is as much a customer service and CX article as it is a marketing article.

Article 109

Article E Commerce 2021 Customer Service 109

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

MAY 10, 2023

It is important to draw that line, which is the boundary that employees aren’t allowed to cross, but at the same time, teach them what they can do to get right up to the line. For example, I have a client in the luxury automobile market. Members of this team believe in the power of saying “Yes” instead of “No.”

Customer Service Training 64

Customer Service Training Workshop Travel Retail 64

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

2024 80

2024 Article Customer Service Government 80

ShepHyken

SEPTEMBER 13, 2023

All of this takes customer experience from the customer service department to the marketing department. Customer service is still as important as ever. However, it is no longer the sole focus of the customer experience. Sometimes comments from Twitter, Facebook, etc., Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Customer Experience Workshop Social Media 70

ShepHyken

APRIL 25, 2023

During the meeting, an executive asked, “How much market share do you think you can get?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. He liked what he tasted and reached out to the Frito-Lay CEO to set up a meeting. Connect with Shep on LinkedIn.

2011 103

2011 Workshop Insurance Customer Service Training 103

ShepHyken

OCTOBER 19, 2022

The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . But it wasn’t long before the hype that came from the marketing and advertising fell short. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Automotive 123

Automotive Reference Advertising Brands 123

ShepHyken

MARCH 22, 2021

Expert Casino Marketing Advice by Julia Carcamo. (J J Carcamo & Associates) One of our Casino Marketing Boot Camp goals has been to reach beyond the casino industry for new ideas that will help us become better marketers and connect with our stakeholders. My Comment: My friend Julia Carcamo is an expert in casino marketing.

2021 136

2021 Article Customer Service Employee Experience 136

ShepHyken

MARCH 24, 2021

As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). Both give you an idea of how happy the customer is. When you ask marketing and customer service experts what they monitor, you’ll likely hear about similar satisfaction or happiness measurements.

Measurement 152

Measurement Net Promoter Score Customer Satisfaction Books 152

ShepHyken

JUNE 6, 2023

But it’s still not free – at least not to the company’s paying customers who, whether they realize it or not, are covering the cost of the marketing program that gives away a month’s worth of product while the prospect decides whether they will buy or not. This article is an example of free. Connect with Shep on LinkedIn.

Workshop 86

Workshop Advertising Customer Service Training Consumers 86

ShepHyken

JANUARY 27, 2021

This is the ability to move on and put anything negative that happened in the most recent interaction with a customer behind you – especially if it was negative or contentious. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This isn’t easy. Follow on Twitter: @Hyken.

Customer Service Training 139

Customer Service Training Customer Service Information Connections 139

ShepHyken

JANUARY 4, 2023

More Companies and Brands Will Stand for Something Important – Forty-five percent of your customers believe it’s important that a company supports a social cause. That’s almost half of your customers, and that number will grow. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

2023 136

2023 Customer Service Customer Experience B2C 136

ShepHyken

FEBRUARY 12, 2024

Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers. Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications.

2024 66

2024 Article Customer Service Social Media 66

ShepHyken

JANUARY 1, 2024

This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.” Let’s dive into the holiday spirit and unwrap some marketing wisdom from Jolly Old St.

2024 57

2024 Article Customer Service Social Media 57

ShepHyken

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 59

2024 Article Customer Service Workshop 59

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251