My Customer

NOVEMBER 22, 2022

(Reprint of an original post written with my Anthrolytics co-author Elise Horent ) Image by un-perfekt from Pixabay On hearing that Black. By Peter Dorrington Co-Founder and Chief Strategy Officer. 22nd Nov 2022.

Strategy 52

Strategy 52

My Customer

NOVEMBER 18, 2022

(Reprint of an original post written with my Anthrolytics co-author Elise Horent ) “What the human being is best at doing is interpreting. By Peter Dorrington Co-Founder and Chief Strategy Officer. 18th Nov 2022.

Strategy 52

Strategy 52

Bill Quiseng

NOVEMBER 1, 2023

Business management expert and author @Tom Peters said, “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Customers pay for their experience, not your product or service. And they pay for THEIR experience, not yours. It’s all about them, never about you.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

ShepHyken

APRIL 3, 2018

Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams , and discusses the benefits of teams that are spread across the globe but joined by one central focus. ? ? ?. . ” – Peter Ivanov. ” – Peter Ivanov. ” – Peter Ivanov. ” – Peter Ivanov.

Groups 79

Groups Consulting Metrics Communication 79

CX Centric

MARCH 29, 2023

Our panel consisted of Jonathan Daniels(Customer Experience Coach, CX-Centric), Peter Dorrington (Chief Strategy Officer, Anthrolytics), and Alex Crossley (Sr Director Strategic Accounts, Alida). Jonathan is also the author of one of the best books in CX which is the Customer Experience Playbook. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data. You know it is!

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

Andrew Mcfarland

APRIL 19, 2020

When faced with this challenge, remember the words of systems scientist and author Peter Senge, “people don’t resist change; they resist being changed.” Instituting cultural change across an organization is tough work. Or consider Samuel Rodenhizer’s description (italics mine).

Culture 62

Culture System 62

ShepHyken

NOVEMBER 6, 2023

The goal is to move as fast as possible to eliminate the anger or frustration, or as the author of this article calls it, the “mental load.” Peter Drucker is known for saying, “You can’t manage what you don’t measure.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. The author covers formulas for churn, retention, and more.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

Peter Lavers

JANUARY 15, 2020

Peter Lavers has been named as a top blogger in the realm of Customer Service. Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Omni-Channel 52

Omni-Channel Customer Service Customer Centricity Customers 52

XMplify

MAY 13, 2020

Peter Dorrington – Founder of XMplify Consulting – and Tara Halliday – international best-selling author of Unmasking – The Coach's Guide to Imposter Syndrome outline the steps you c. Do you suffer from imposter syndrome?

How To 52

How To Consulting 52

ShepHyken

MAY 15, 2023

My Comment: A lot has been written about NPS (Net Promotor Score) – and I’m one of the authors that does so. Social Listening: Keeping Your Fingers on the Pulse of Your Business Reputation, Part 1 by Keren Peters-Atkinson (Monday Mornings with Madison) According to an ancient Chinese proverb, “A good reputation is more valuable than diamonds.”

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Middlesex Consulting

MARCH 11, 2019

Learn How” by Peter Fader and Sarah E. The authors show how combining customer switching costs with CX metrics and then looking at the results on a customer-by-customer basis through the lens of customer lifetime value (CLV) will result in meaningful insights […].

Metrics 60

Metrics Customer Centricity Consulting Customers 60

ProProfs Chat

APRIL 22, 2020

”- Keven Stirtz, Author of More Loyal Customers. #11. ”- Shep Hyken, Author of the Amazement Revolution. #12. Greer, Author of Wind in your Sails. #21. ”- Michael LeBoeuf, Business Author. #22. ”- Jim Rohn, Author, Entrepreneur. #27. ”- Michael LeBoeuf, Business Author. #31.

Customer Satisfaction 112

Customer Satisfaction Advertising Consulting Loyalty 112

Retently

AUGUST 15, 2018

Ritz-Carlton employees are able to provide customers with this level of satisfaction and service mostly because most of them are independently authorized to spend up to $2,000 on improving customer satisfaction. Obviously, that was a joke, and Peter himself said he only meant it as a joke. In Morton’s case, that clearly paid off.

Examples 105

Examples Customer Service Social Media Exceptional Customer Service 105

Kustomer

APRIL 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. Peter is a professor in the Marketing Department at the Wharton University of Pennsylvania. Listen to the full podcast below.

How To 64

How To Customer Centricity Net Promoter Score Metrics 64

AWS Machine Learning

AUGUST 28, 2023

The winning teams were led by Peter Ma, Ben Welner, and Ei Coltin, who were all awarded prizes at the opening ceremony of the Data Science Conference at USF. About the Authors Neha Narwal is a Machine Learning Engineer at AWS Bedrock where she contributes to development of large language models for generative AI applications.

Conference 68

Conference Data Analysis Culture 68

ShepHyken

AUGUST 28, 2023

My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

AWS Machine Learning

SEPTEMBER 12, 2022

Speakers: David Randle, Global Head of GTM for Spatial Computing, AWS; Veronica Yip, Product Manager and Product Marketing Manager, NVIDIA; Balaji Raghavachari, Executive Director, Tech Strategy, Verizon; and Peter Linder, Head of 5G Marketing, North America, Ericsson. About the author. Speaker: Da Zheng, Senior Applied Scientist, AWS.

Conference 79

Conference Training Travel Meeting 79

Kerry Bodine

JANUARY 17, 2017

My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook.

Customer Experience 84

Customer Experience eBook Customer Journeys Customers 84

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Apart from being an author, Kerry is also a renowned speaker and an insightful coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

OCTOBER 25, 2016

Peter Shankman Shares Tips on How to Create Loyal Customers – and Much More! Shep Hyken speaks with best-selling author, blogger, speaker, and podcaster, Peter Shankman. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans. “I

Exceptional Customer Service 48

Exceptional Customer Service Tips Loyalty Customer Service 48

ShepHyken

NOVEMBER 30, 2020

According to this author they can. A B2B company reworks its ‘clunky’ digital user experience by Peter Lucas. What intrigued me about this article is that the author didn’t predict anything new, but emphasized that some trends that have been going on for several years will continue and even accelerate in the new year.

Customer Service 82

Customer Service Ecommerce B2C B2B 82

Think Customers

MARCH 3, 2019

Liz Glagowski sat down with Peter Fader, professor of marketing at The Wharton School of Business and co-author of The Customer Centricity Playbook to go back to school on the good, the bad, and the ugly of customer centricity in today’s marketplace.

Customer Centricity 49

Customer Centricity Customers Marketing 49

Horizon CX

JUNE 2, 2020

Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” For more information about Multiplying Leaders, here’s a brief audio clip from author Liz Wiseman: CLICK HERE. This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

MARCH 9, 2020

But, what I do agree with author’s view about the three ways chatbots are making the customer experience better. My Comment: Peter Drucker (and others) have said, “You can’t manage what you don’t measure.” The author showcases several ways to measure the success of customer service and experience.

Customer Service 122

Customer Service Chatbots Customer Service Training NPS 122

AWS Machine Learning

JULY 25, 2023

About the Author Peter Hallinan leads initiatives in the science and practice of Responsible AI at AWS AI, alongside a team of responsible AI experts. Together, we will build trust among customers and the broader public, as we harness this transformative new technology as a force for good.

Innovation 52

Innovation Technology Consulting Groups 52

ProProfs Chat

JUNE 30, 2020

Author: Peggy Klaus. Author: Simon Sinek. Author: Jean Greaves and Travis Bradberry. Author: Dale Carnegie. Author: Robert J. Author: Jeff Toister. The Hard Truth About Soft Skills. Goodreads Rating: 3.5/5. This is a perfect read for people across all professional stages. Goodreads Rating: 4.1/5.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ECXO

AUGUST 2, 2023

He is also one of the most published authors and Forbes contributors. He is a New York Times and Wall Street Journal bestselling author and researcher and has been inducted into the American National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

ShepHyken

OCTOBER 21, 2016

Let’s put this model into action with Peter, a Parrot salesperson. Peter is upbeat, engaging, optimistic and charismatic. Peter is about to meet with a new prospect and he is filled with excitement. Peter shakes Orla’s hand and she doesn’t show much emotion. To his surprise, Peter did not close the deal with Orla.

How To 48

How To Customer relationships Training Sales 48

CSM Magazine

APRIL 23, 2020

About the Author. Peter Hobor is Chief Technical Officer at Geomant. Graduating in computer science, Peter has 20+ years’ experience of CRM, Computer Telephony Integration (CTI) and contact centre software development.

Self Service 52

Self Service Return on Investment CRM Software 52

Peter Lavers

JULY 11, 2016

Peter Lavers has been recognised by IBM as a Futurist and top influencer in the field of Customer Experience. Peter’s home page on the site can be found at https://www.ibm.com/think/marketing/author/peter-lavers/. The post IBM recognises Peter Lavers as a Futurist appeared first on Think CX. Tweet to @PeterLavers.

Retail 40

Retail Leadership User Experience Groups 40

Gainsight

AUGUST 26, 2022

Geoffrey Moore , author and consultant, explained that SaaS companies have matured beyond simply developing product features to developing product experiences. During author and investor Nir Eyal’s session, the Product professionals in attendance learned a huge lesson in how to use customer feedback to create sticky features.

Self Service 52

Self Service Customer Journeys Customer Success Roadmap 52

Kayako

APRIL 15, 2019

In addition to being a customer service and experience expert Shep is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. If you can’t measure it you can’t improve it” – Peter Drucker.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Forcivity Salesforce

MARCH 5, 2018

Famed business consultant, educator, and author Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service industry when insight into metrics positively impact the Customer Experience (“CX”) It’s no longer viable to base business decisions.

Metrics 40

Metrics Measurement Customer Experience Consulting 40