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. I agree with the title.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better. Thank you, Replicant, for this honor!

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

Horizon CX

APRIL 1, 2024

Organizations that were positioned in the higher half of the CX maturity scale were experiencing remarkable results – three times higher revenues and three times higher customer retention rates. Empower them to deliver a positive customer experience by providing them with the training and resources they need.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

SmartKarrot

FEBRUARY 9, 2024

Sunil emphasized the importance of delivering value right from the onboarding phase, aligning with industry best practices. This strategic focus on the initial stages of customer engagement sets the foundation for a successful long-term relationship.

Best practices 10

Best practices industry standards Customer retention Accountability 10

Kayako

APRIL 1, 2022

The border between online and brick-and-mortar is merging, as click-and-collect purchases (where customers purchase online and pick up the item in person) will reach $140.96 billion in sales by 2024. Best practices for integrating automation into eCommerce customer service include: Use automation to reach out to struggling customers.

Sales 90

Sales Personalization Upselling Chatbots 90

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Personalization 117

Personalization Customer Service Government Customer effort 117

Netomi

MARCH 7, 2022

A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean? Why is delivering quality customer service so essential, and how can companies begin doing so? Why is customer support essential for businesses? Final thoughts.

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52