ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways. Bold words, yes, and I stand by them.)

Airlines 312

Airlines Customer Service Customer retention Education 312

CSM Magazine

JANUARY 24, 2025

However, the right payment solution offers much more than security to businesses in high-risk industries. It is crucial for all general marketing purposes, including client retention. The speed of such resolutions is key as it eliminates (or minimizes) the clients frustration and retains them as future customers.

Customer retention 52

Customer retention Personalization Marketing 52

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 5, 2015

So three things that are going better in the Airline industry before. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

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.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

ShepHyken

MARCH 15, 2021

My Comment: And here is another one of my favorite customer experience experts, Steven van Belleghem, sharing a dozen excellent tips to deliver a better CX. They all make sense and many of them are relevant for almost all businesses in any industry. How to Calculate Your Customer Retention Rate by Max Freedman.

Customer Service 260

Customer Service Customer retention Customer Experience Technology 260

Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

ShepHyken

DECEMBER 9, 2022

Some examples of brand expectations include providing excellent customer service, having a well-designed website, and offering high-quality products or services. It’s important to note that brand expectations can vary depending on your industry, your customer base, and other factors. . Reduced customer churn .

Sales 314

Sales CRM Contact Center Customer retention 314

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Predict customer needs using data-driven insights. Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Customer churn is inevitable.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

TeleDirect

JANUARY 7, 2025

This demand for constant availability has made 24/7/365 secure call center services a cornerstone of exceptional customer service. Beyond just being available around the clock, businesses also need to prioritize security to protect sensitive customer information and comply with industry regulations.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 224

Customer retention Surveys Sales Customer Service 224

Beyond Philosophy

MARCH 31, 2015

One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. The post At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed? Blogs Customer Retention'

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

DECEMBER 20, 2019

I have been in the Customer Experience industry since before there was such a thing. When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. Then, things changed, and over the next decade, it changed from no one talking about Customer Experience to everyone talking about it.

Coaching 317

Coaching Customer retention Consulting Consulting 317

ShepHyken

MARCH 3, 2019

The future is here, and the customer experience is better because of it. Smarter CX) Take a look at how 4 brands are mastering omnichannel customer experiences across different industries. 5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. My Comment: Is email marketing dead?

Customer Service 247

Customer Service Customer retention Customer Experience Marketing 247

ShepHyken

FEBRUARY 10, 2020

5 ways to increase customer retention in 2020 by Michael Barnard. CustomerThink) We have outlined 5 simple steps for you to increase your customer retention in 2020 and ultimately grow your revenue today and into the future. My Comment: How do you increase customer retention? by Lipi Khandelwal.

Customer Service 212

Customer Service B2B Customer retention B2C 212

Beyond Philosophy

FEBRUARY 3, 2015

Blogs Subconscious Experience CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer (..)

Consulting 304

Consulting Consulting Customer emotions Morale 304

ShepHyken

JUNE 30, 2024

How you’ve “always done it” may not meet the modern customer’s expectations. My Comment: While this may seem like an article about convenience stores, a more open-minded view would be to view this article by Dan Gingiss, a fellow CX expert, as giving us an inside look at how an industry we’re all familiar with is reinventing itself.

Customer Service 206

Customer Service Customer retention Morale Customer Experience 206

Beyond Philosophy

FEBRUARY 24, 2015

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos. Your industry has a unique set of subconscious clues; you just have to recognize them.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

FEBRUARY 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers?

Marketing 198

Marketing Customer Experience Sales Customer Service 198

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. My Comment: Here is a list of five powerful trends impacting customer experience.

Customer Service 224

Customer Service Customer retention B2C Contact Center 224

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. Finally, he presents the concept of “customer Service as an Experience.” It’s if the customer comes back.

Customer Service 174

Customer Service Customer retention SaaS Best practices 174

ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. It is not a slogan.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

ShepHyken

MARCH 27, 2018

Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. A former criminal defense attorney, Joey has offered counsel and advice to small start-ups and Fortune 500 companies alike, and he’s an expert on developing customer retention strategies.

Customer retention 216

Customer retention Accountability Feedback Sales 216

TeleDirect

MARCH 15, 2025

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. A US-based call center ensures: More authentic and engaging customer interactions.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

ShepHyken

OCTOBER 4, 2019

By engaging existing customers, businesses aim to retain them. Acquiring a new customer is about five to 25 times more expensive than retaining an existing one. Increasing customer retention rates by 5 percent increases profits by 25-95 percent. It makes business sense to value and retain the right customers.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

DECEMBER 3, 2018

(The DiJulius Group) Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These four strategies will help you negotiate with even the most unreasonable customer.

Customer Service 261

Customer Service Airlines Customer retention Customer Experience 261

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

Beyond Philosophy

AUGUST 10, 2016

From the Philippines: 86% of Filipinos would rather use digital channels to interact with other industries (not Telecom), which was higher than the global average of 74%. What I see in the numbers here is that while the survey was based on the Telecom industry, its trends are echoing throughout other industries as well.

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. This is information that can help any business in any industry.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

Outsource Consultants

DECEMBER 14, 2020

What surprised you the most about how the call center industry responded to uncertainty in 2020? I was absolutely blown away by how quickly the industry adapted to the changes forced upon it by the pandemic. An industry that has traditionally been wary of change ended up being one that rapidly adopted new strategies and technologies.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Irina Kirnos is a Product Marketing Manager at RingCentral in EMEA.

Chatbots 299

Chatbots Customer Experience Cloud contact Contact Center 299

ShepHyken

JANUARY 3, 2024

TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. The employee experience (EX) drives a better customer experience (CX). Companies from all industries recognize the power of giving back and supporting causes like sustainability, poverty, and more.

Customer Service 250

Customer Service Customer retention Customer Experience 250