Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

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2024 Article Customer Service E Commerce 78

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

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2024 Article Hotels Loyalty Programs 76

ShepHyken

FEBRUARY 20, 2024

This is my Loyalty Question , a concept I’ve shared many times over the years. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Workshop Measurement 150

Optimove

DECEMBER 5, 2019

During the very successful first day (of two), 11 Optimove experts and one innovative partner gave six especially-actionable workshops. Lucky, you can find it all here in one workshop. You’ll find them all in this workshop. Email Tales: Using Storytelling Emails to Build Relationships and Foster Brand Loyalty.

Workshop 52

Workshop Events 2019 Loyalty 52

ShepHyken

NOVEMBER 14, 2023

Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Nobody wants to work in a place that doesn’t emotionally fulfill them. This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Connect with Shep on LinkedIn.

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Workshop Insurance Employee Experience Culture 146

ShepHyken

DECEMBER 26, 2023

Consistency creates confidence, and confidence can lead to customer loyalty. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Or when a company or brand delivers a great experience, but then the next time, it’s just okay.

Customer Service 155

Customer Service Workshop Customer Service Training Connections 155

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. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

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2024 Article Customer Service B2B 60

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media 2024 260

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. They want to workshop risk-reward models with you.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Customer Experience 260

Customer Experience Workshop 2022 Events 260

ShepHyken

NOVEMBER 7, 2023

Emotional Connection: This is where loyalty is created. This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? 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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Workshop Customer Service Training Customers Reference 94

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However, without fail, I always get asked what can be done to improve customer loyalty. Connect with Shep on LinkedIn.

Article 58

Article Customer Service 2023 Loyalty Programs 58

LoyaltyPlus

NOVEMBER 10, 2020

Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed? As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. Everything.

Airlines 52

Airlines Loyalty 2007 Webinar 52

BirdEye

APRIL 25, 2023

Loyalty incentives programs 15. Host seminars and workshops 18. Loyalty incentives programs Creating a rewards system for customers is a great way to boost loyalty and repeat business. Make sure to update your loyalty program often so it remains fresh and exciting for customers. Email marketing 11.

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Seminar Social Media Advertising Workshop 98

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. You’ll have to read the article to find out more.

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2024 E Commerce Article Customer Service 58

ShepHyken

OCTOBER 29, 2023

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. My Comment: I’m a fan of rewards and loyalty programs for a reason. My Comment: True customer loyalty is a gift.

Article 63

Article 2023 Customer Service Loyalty Programs 63

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. It’s a well-known fact that crafting a standout customer experience in retail is central to building customer loyalty and fine-tuning interactions for that magnetic draw. The result?

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Retail Engagement Customer Experience Loyalty Programs 78

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 56

ShepHyken

FEBRUARY 25, 2024

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. If you have a loyalty program (or are thinking about having one, here are five ideas to consider.

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2024 Article Customer Service Average Handle Time 60

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 65

PK

JULY 25, 2019

Fostering a community with your customers is key to brand loyalty. West Elm: Fair Trade Felt Craft Workshop. During Fair Trade Month in October, a series of workshops were organized by West Elm. The post Five Ways Retailers Can Use Events to Increase Loyalty and Revenue appeared first on Lenati.

Events 49

Events Retail Loyalty Seminar 49

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Do your customers know you care about them?

Article 62

Article Customer Service 2023 Contact Center 62

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. My Comment: Lately, I seem to be attracted to articles on loyalty programs. These are companies who also have significant brand loyalty.

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2024 Article Customer Service Net Promoter Score 60

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. How to Make Loyalty a New Business Line for your Brand? In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force. Connect with Shep on LinkedIn.

Article 78

Article 2023 2028 Customer Service 78

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

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Workshop Social Media 2022 Article 130

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And the first notification of these gaps are – yup you guessed it – “uncovered” during periodic customer satisfaction, experience and loyalty surveys. Do you have a customer retention scorecard? You know what I am talking about.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

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. There are some shards of light.

Article 65

Article Customer Service 2023 Contact Center 65

CloudCherry

SEPTEMBER 23, 2019

THAT’s where you start building loyalty.’. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. Request a demo. The post Roadblocks on How to Fix Customer Retention appeared first on CloudCherry.

Customer Retention 150

Customer Retention Customer Journey Mapping Workshop Consulting 150

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience.

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Article Customer Service 2023 Customer Centricity 58

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

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.

Article 63

Article Customer Service 2024 2023 63

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 58

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Explain how to review the map and what might be most interesting or surprising for employees to learn. Share what is next as you improve the journey! Dive into dashboard details.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

ShepHyken

AUGUST 28, 2023

” So, why do too many leaders continue to focus on customer satisfaction as a measure of customer affinity, even loyalty? This short article emphasizes that with several strategies, one of which is worth highlighting, which is to understand the journey your customer takes to loyalty. Satisfactory isn’t enough.

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2023 Article Customer Service Magazine 62

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. Connect with Shep on LinkedIn.

Article 62

Article 2023 Customer Service Customer Centricity 62

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. They are the visionaries.

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Customer Journey Mapping Customer Experience Workshop Customer Journey 306