Shep Hyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 88

Customer Service Customer Retention Customer Loyalty CX 88

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

JANUARY 10, 2022

The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. My Comment: Here is an interesting article from the New York Times about the state of customer service. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Shep Hyken

SEPTEMBER 26, 2022

Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member. Forbes) In marketing, attracting new customers is only one half of the equation; businesses must also focus on how to keep those customers once they earn them. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service Customer Retention NPS Customer Loyalty 61

Shep Hyken

APRIL 5, 2022

Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. New York Times ?bestselling

Customer Satisfaction 61

Customer Satisfaction Customer Retention Customer Service Customer Experience 61

Shep Hyken

JUNE 21, 2022

Christine also shares these stats and facts about the cost of bad customer service for an organization: 89% of consumers have said that they will spend 17% more on a service if they feel that they will receive a better service experience. And Christine shares the formula businesses can use to calculate the cost of bad customer service.

Customer Retention 57

Customer Retention Customer Service Customer Survey Technology 57

Shep Hyken

AUGUST 9, 2022

The ability for customer success teams to have all of the customer’s data (marketing data, product usage, support tickets, etc.) in one place can help them understand the customer’s experience and uniqueness, empowering them to have more empathy. ” “Customer success is proactive. New York Times ?bestselling

Customer Relationship 52

Customer Relationship Customer Retention Customer Service Customer Experience 52

Shep Hyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

Shep Hyken

OCTOBER 6, 2021

Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . 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 141

Customer Service Customer Retention 141

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 125

Customer Experience AI Outlook CX 125

Intercom, Inc.

APRIL 28, 2020

New York City Transit Authority Graphics Standards Manual by Massimo Vignelli and Bob Noorda, 1970 source. Key takeaway: “Every time we build something new at Intercom we ask ourselves how we can solve the problem using the materials we already have. Reading list: Advice for customer retention.

Engineering 129

Engineering Customer Retention 129

Shep Hyken

MARCH 21, 2022

It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service Retail Customer Satisfaction AI 61

Beyond Philosophy

OCTOBER 2, 2017

The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions.

Customer Retention 133

Customer Retention Customer Feedback Customer Experience CX 133

Shep Hyken

OCTOBER 24, 2022

9 Reasons To Offer Your Customers A Subscription Service by Vincent Tricarico. Forbes) By instituting a subscription service, you can shift your focus away from customer acquisition and toward customer retention. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Shep Hyken

DECEMBER 26, 2022

Whether it’s eCommerce or a self-service customer support option, all interactions are essential to the customer being comfortable and confident about doing business with you. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 57

Customer Service Retail Touchpoint Business Growth 57

Fonolo

APRIL 17, 2019

These shiny, sprawling spaces illuminated with departure schedules are usually the prelude to a brief jaunt into somewhere exotic: a fresh start in Japan, a sojourn in Rome, a moment in a New York minute. How to Reduce Contact Center Costs AND Improve Customer Service. Shai Berger , Co-Founder and CEO, Fonolo.

Transportation 78

Transportation Contact Center Social Media Innovation 78

Shep Hyken

NOVEMBER 29, 2021

This time it is Ricardo Saltz Gulko’ s picks of the best customer experience and design books of 2021, and he included my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base. Follow on Twitter: @Hyken.

Customer Service 21

Customer Service Customer Retention Hospitality Hospitality 21

Lumoa

JANUARY 2, 2022

In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%. So, focusing on customer retention is the better option. When you put the customer first like this, people talk. You might not even realize how much you have lost until it’s too late. The problem was, the PS didn’t come.

NPS 83

NPS Net Promoter Score Social Media Customer Retention 83

Fonolo

MAY 22, 2019

Our favorite chart: Read more about keeping AI in perspective here: “New York Times Op-Ed Mentions Containment Rate”. 445 businesses were surveyed and assessed based on five performance measures: Customer retention, customer satisfaction rate (CSat), first contact resolution (FCR), agent utilization rate, and average handle time (AHT).

Contact Center 57

Contact Center AI Technology Technology 57

Hodusoft

AUGUST 16, 2023

Handling multiple customers One of the biggest challenges for many ISPs is handling multiple customers across diverse geographic locations. Let’s say an ISP, which is headquartered in Manhattan, can have a customer base in several areas in and around New York City.

Technology 52

Technology Technology Customer Retention Entertainment 52

ClientSuccess

JUNE 11, 2019

Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin.

Start-ups 40

Start-ups Gaming Customer Retention Customer Loyalty 40

ProProfs

MAY 30, 2019

And, did you know that the most read story on the New York Times website in 2013 was actually a quiz? Customers tend to trust a brand more when they realize the brand cares about their opinions & considers their expectations or pain points. It could be a customer satisfaction quiz or a customer retention quiz.

Social Media 75

Social Media Start-ups Gaming Education 75

CX Journey

APRIL 9, 2015

New York Mets (#22) 26. acquisition customer experience customer loyalty customer retention raving fans' Los Angeles Dodgers (#6) 4. Detroit Tigers (#6) 5. Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. Houston Astros (#30) 29. Arizona Diamondbacks (#21) 28. Colorado Rockies (#26) 27.

Sports 64

Sports Gaming Entertainment Customer Retention 64

Shep Hyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . He is a New York Times and Wall Street Journal bestselling author. And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Beyond Philosophy

OCTOBER 25, 2019

New York Times best-selling author and keynote speaker Joseph Michelli , Ph.D., As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers.

Hospitality 104

Hospitality Hospitality Technology Technology 104

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Shep Hyken

SEPTEMBER 12, 2022

Most companies aim to keep as many of their customers happy for as long as possible, while minimizing churn or customer turnover. Some companies may even have lofty goals like winning customers for life. But what levers can you pull to help increase your customer retention rate? Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Social Media Customer Retention CX 13

Taylor Reach Group

MAY 24, 2018

With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we’re introducing our new look as Customer Contact Week. CX NYC 2018: June 19-20, New York, NY.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Shep Hyken

SEPTEMBER 27, 2021

(Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. He is the co-author of The Ultimate Question 2.0:

CX 48

CX Social Media NPS Customer Loyalty 48

Shep Hyken

OCTOBER 17, 2022

Retention Signals Success for Subscription Businesses by Guy Marion. Total Retail) For subscription businesses, customer retention could be seen as just as important as customer acquisition, if not more. This article looks at some major changes in customer experience, specifically the digital customer experience.

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12

Comm100

MARCH 8, 2017

Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. This keynote speaker is a master of everything that has to do with customer service. He is a New York Times and Wall Street Journal best-selling author, and the content that he posts on his Twitter might give you a glimpse as to why.

Customer Service 0

Customer Service Start-ups Sports Social Media 0

Intercom, Inc.

MAY 10, 2018

He’s written more than 650 of them over the past decade and has been featured and quoted in The New York Times, Fortune, Wired and Wall Street Journal. Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth.

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Shep Hyken

OCTOBER 31, 2022

While that is what the customer support team seems to be doing, in reality, they are the people responsible for fixing complaints, problems, and issues in such a way that the customer says, “I’ll be back.” Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 10

Customer Service Social Media Retail Start-ups 10