ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels.

Customer Service 362

Customer Service Chatbots B2C Consulting 362

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 1570

Automotive Customer Service Customer Experience Management 1570

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. Here are my top five picks from last week.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 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. Imagine that!)

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

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. For a customer service initiative to work, it has to keep going.

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Airlines 156

Airlines Marketing Customer Experience Personalization 156

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. 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? And here’s another term to consider: generative loyalty.

Customer Service 200

Customer Service B2C Customer retention B2B 200

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 In short, if you provide bad service, be prepared to lose sales/money. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Read the title again!

Customer Service 153

Customer Service B2B B2C Engineering 153

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. That’s a basic goal of a good program.

Customer Service 392

Customer Service Customer Experience Marketing Management 392

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.

Customer Service 162

Customer Service Marketing Customer retention Customer Experience 162

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. My comment: You know I love stats and facts about anything related to customer service and CX. One of the main points is that customer service is becoming the face of a brand. Here are my top five picks from last week.

Customer Service 337

Customer Service First call resolution Contact Center Engineering 337

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. My Comment: Want to build repeat business and customer loyalty?

Customer Service 365

Customer Service Self service Consulting Consulting 365

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. and amazing customer service.

Customer Service 149

Customer Service Customer centricity Customer Experience Feedback 149

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Loyalty and repeat customers are up for grabs. Why Reducing Customer Effort Leads To Loyalty by Dan Gingiss. Why There’s Much More to Loyalty Schemes Than Just Bribing Customers by Hannah Bowler.

Customer Service 175

Customer Service Banking Customer effort Marketing 175

ShepHyken

AUGUST 11, 2021

They were, but that loyalty was to location and price, not to your business. . If it’s something other than an emotional connection that can drive loyalty to your business, work to move that customer from just being a repeat customer to loyalty. . And you thought they were loyal? Follow on Twitter: @Hyken.

Customer Service 433

Customer Service 433

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Just as it takes more than just good customer service to keep a customer coming back, a bad customer experience may not cause you to lose customers, either. Here are my top five picks from last week.

Customer Service 230

Customer Service Chatbots Customer retention Marketing 230

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. My Comment: Reward programs are a great way to drive repeat business. Do Your Rewards Rock?

Customer Service 200

Customer Service Marketing Personalization Customer Experience 200

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu. by Janelle Estes.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

ShepHyken

MARCH 14, 2023

I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. You can learn more at www.CustomerLoyaltyMonth.com. So, back to the Loyalty Gap.

Customer Service 255

Customer Service 255

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. And when an expert at John’s level shares commentary on one of the most iconic brands in the service and CX world, we have to pay attention.

Customer Service 168

Customer Service Best practices Customer Experience Sales 168

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more.

Customer Service 352

Customer Service B2B Customer Experience Marketing 352

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Entrepreneur) Customer loyalty is an essential source of revenue for any business.

Customer Service 162

Customer Service Customer Experience Sales Management 162

CCNG

SEPTEMBER 29, 2022

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. Strategies from customer programs to staying anonymous when reviewing a company are helpful to them in many ways. Granted, we have to subscribe for the service.

Self service 195

Self service CCNG Chatbots B2B 195

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I love customer service statistics , and this short article has several. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. Customer Loyalty.

Customer Service 162

Customer Service B2B Surveys Best practices 162

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Here is an interesting article from the New York Times about the state of customer service. Customer Service Is the New Upsell by David Wagoner. Keep in mind that a loyalty program is as much about marketing.

Customer Service 188

Customer Service Upselling Sales Customer retention 188

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is. Ask Wells Fargo.

Airlines 434

Airlines Banking Accountability Customer centricity 434

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. “I hate my job. If they don’t care, why should I?” One would promise a customer something that the other couldn’t deliver.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

ShepHyken

NOVEMBER 10, 2021

Customer loyalty requires creating confidence, not perfection. By the way, here’s a reminder of my loyalty formula: . Great Customer Service + Confidence = Potential Customer Loyalty . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Then don’t be late!

Customer Support 367

Customer Support Customer Service Personalization 367

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.

Customer Service 376

Customer Service B2C B2B Customer retention 376

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty. Here are my top five picks from last week.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Personalization 433

Personalization Airlines Customer Experience Surveys 433

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. My Comment: Here are three ideas that will help drive customer loyalty, starting with one of my favorite concepts, convenience.

Customer Service 385

Customer Service Customer retention Contact Center Sales 385

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. Most people think customer loyalty is about a lifetime. As you ask yourself the loyalty question, think about the next time every time. Amazon Go is a convenience store chain that has automated or self-service checkout.

Self service 351

Self service Customer Experience Customer Service Technology 351

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Here are my top five picks from last week.

Customer Service 162

Customer Service Self service Customer Experience Personalization 162