Shep Hyken

AUGUST 11, 2021

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. . I like to refer to repeat customers as gold and loyal customers as sacred. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Loyalty 145

Customer Loyalty Retail Customer Service 145

Shep Hyken

NOVEMBER 10, 2021

Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. 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 .

Customer Loyalty 132

Customer Loyalty Customer Service 132

Shep Hyken

OCTOBER 25, 2021

Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program. Thank you CH Consulting Group!).

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

The DiJulius Group

AUGUST 3, 2022

John Ruhlin is the world’s leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc, and New York Times. However, during his early years, John found himself selling knives.

Customer Loyalty 52

Customer Loyalty 52

Shep Hyken

OCTOBER 12, 2022

Gen-Z and Millennials are the catalysts for digital customer support channels. . Rob Siefker, Zappos.com’s former senior director of customer loyalty, shared his take on social media channels in a recent Inc. When asked why Zappos uses social media, his answer was, “Zappos customers use it. Follow on Twitter: @Hyken.

Social Media 138

Social Media Customer Service Customer Loyalty 138

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. All-round customer experience guru Seth Godin is one of the best speakers and thinkers in all things marketing and customer.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing. What is Important in 2020?

Customer Loyalty 127

Customer Loyalty Customer Retention Customer Experience 127

Shep Hyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Education 119

Education Customer Loyalty Customer Service Sales 119

Shep Hyken

AUGUST 2, 2021

It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers. What Does Customer Loyalty Mean For Your Business? Syrow) Customer satisfaction is about how your customers feel about your brand or offerings.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty?

E-commerce 57

E-commerce Customer Service Customer Loyalty Touchpoint 57

Shep Hyken

DECEMBER 15, 2021

Unfortunately, I don’t have the perfect answer, but I do have an idea to avoid a big part of the problem, which is how the customer experience is being impacted. . I’m seeing that customer loyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.

B2C 112

B2C B2B Start-ups Customer Loyalty 112

Shep Hyken

AUGUST 29, 2022

Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue. My Comment: This week, customer loyalty seemed to be the big topic. My Comment: Here are six more ways to create coveted customer loyalty.

Customer Service 57

Customer Service Customer Retention Customer Loyalty Retail 57

Shep Hyken

FEBRUARY 14, 2022

The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Shep Hyken

JUNE 6, 2022

The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons. Fred Auzenne- 14 Steps to Creating a Customer Loyalty Program That Works by Anna Duke. I’m always careful when using the term “loyalty program.”

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty.

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Tisch Center for Hospitality and Tourism at New York University. If you liked this article, you might also want to read these: Revolutionary Thinking on Customer Loyalty. hotels are expected to add on $2.55

Hospitality 167

Hospitality Hospitality Social Media Customer Expectations 167

Shep Hyken

JANUARY 3, 2023

Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Social Media 57

Social Media Customer Loyalty Customer Service Customer Satisfaction 57

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Shep Hyken

APRIL 25, 2022

While there are some serious stats and facts in the article, the article closes with a fun one, which is that 27% identified Darth Vader as a fictional character most likely to provide the worst customer experience. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. You want customers that keep coming back.

Customer Service 57

Customer Service Retail Customer Loyalty Start-ups 57

Shep Hyken

APRIL 11, 2022

Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld by Liam Burns. Medallia) In his new book, Winning on Purpose, Reichheld demonstrates that the primary purpose of a business should be to enrich the lives of its customers. And here are four short customer loyalty lessons you can’t ignore.

Customer Service 57

Customer Service NPS Customer Loyalty Start-ups 57

Beyond Philosophy

NOVEMBER 30, 2016

One car rental company seems to have taken this to a new level. According to the New York Times , Payless Car Rental has a pattern of “pointlessly antagonizing its customers.”. In one case, a Payless customer returned a car and found she had been charged for personal liability insurance that she had repeatedly declined.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

Shep Hyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Shep Hyken

SEPTEMBER 26, 2022

Whether you believe the customer is King (or Queen) doesn’t matter. All customers deserve to be treated with respect and dignity. How Amazon, Costco, Home Depot and Intuit Build Customer Loyalty by Prasad Sangameshwaran. (ET Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 61

Customer Service Customer Retention NPS Customer Loyalty 61

Shep Hyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Customers Weigh in: Loyalty is Conditioned on a Personalized Experience by John Nash. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service E-commerce Customer Loyalty Engineering 61

Shep Hyken

AUGUST 24, 2022

Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

Shep Hyken

SEPTEMBER 6, 2022

It means that everything is going so well that customers don’t need to contact the companies they are doing business with. For the business, it means the contact rate goes down, and the Net Promoter Score and customer loyalty go up. Your Customer Rules! Shep Hyken is a customer service and experience expert,?

Net Promoter Score 57

Net Promoter Score Customer Loyalty Customer Service AI 57

Shep Hyken

NOVEMBER 30, 2021

In today’s episode of Amazing Business Radio, Fred and I discuss how you can use the Net Promoter Score to invest in customer loyalty, which pays big dividends! practice, and the author of five books including his latest Winning on Purpose: The Unbeatable Strategy of Loving Customers. New York Times ?bestselling

Net Promoter Score 65

Net Promoter Score NPS Customer Loyalty Customer Service 65

Shep Hyken

NOVEMBER 15, 2021

Ace Hardware is known as “The Helpful Hardware Place,” and they continue to help and connect with their customers, this time with their “Thanksgrilling” cooking demonstrations that ensure their customers enjoy a magnificent turkey for Thanksgiving. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell.

Customer Service 69

Customer Service Social Media Retail Customer Loyalty 69

Shep Hyken

SEPTEMBER 8, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. I believe these, and other reasons in the book, fall into the category of common sense.

Social Media 141

Social Media Customer Service Sales Customer Loyalty 141

Shep Hyken

JANUARY 31, 2022

Digital Trends to Influence Better Customer Experiences by Dakota Murphey. TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. How Do You Solve a Problem Like… Eroding Customer Loyalty? by Sam Bradley.

Customer Service 57

Customer Service Contact Center Artificial Intelligence Customer Loyalty 57

Shep Hyken

DECEMBER 29, 2021

If you can’t trust your customers, you can’t expect them to trust you. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Invoicing 126

Invoicing B2B Retail Customer Service 126

Shep Hyken

DECEMBER 13, 2021

(Business IT) As we gear up for 2022, here are three ways you can leverage social media to take your CX to the next level and build customer loyalty for your business: My Comment: This is a short article, but a good one. Three simple ideas on how to use social media to better engage and create customer loyalty.

Social Media 74

Social Media Customer Service VOC Retail 74

Shep Hyken

DECEMBER 26, 2022

My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 57

Customer Service Retail Touchpoint Business Growth 57

Shep Hyken

FEBRUARY 28, 2022

How to Enhance Customer Loyalty: 6 Tips to Make Loyalty Great Again by Julia Morrissey. My Comment: If customer loyalty is important to you and your business – and you know it is – then you will enjoy this article. Here are six tips that can drive more loyalty. Big meetings don’t have to be done in person.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Phygital has many benefits for a business, such as: Boosting Net Promoter Scores® (NPS) : Customers feel more satisfied due to the hyper-personalized experience. This resulted in a 97.1

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Shep Hyken

APRIL 20, 2022

It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Manufacturing 116

Manufacturing Customer Service Technology Technology 116

Shep Hyken

MARCH 16, 2022

So, manage for the reaction – not the opposite reaction – that you want to happen, which is to get the customer to say, “ I’ll be back.” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104