Customer Service Customer Service Training Employee Experience Loyalty Programs 
ShepHyken
JUNE 7, 2021
Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.
ShepHyken
DECEMBER 3, 2023
Each week, I read many customer service and customer experience articles from various resources. 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.
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ShepHyken
APRIL 11, 2022
Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they?
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!
ShepHyken
OCTOBER 1, 2023
Each week, I read many customer service and customer experience articles from various resources. Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other.
ShepHyken
OCTOBER 29, 2023
Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.
ShepHyken
JUNE 21, 2021
Each week I read many customer service and customer experience articles from various resources. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. Is Simpler Better For Rewards Programs? Do Your Rewards Rock? by Tom Ryan.
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