ShepHyken

APRIL 11, 2022

The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. It’s the experience that drives engagement. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Survey Case Study Training 111

ShepHyken

OCTOBER 5, 2020

Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal! How to rethink customer and employee experience: 4 strategies by Donna Tuths.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Customers Rock!

MAY 5, 2011

You also need marketing that connects with your current customers. In fact, you need to consider the entire customer experience , and support it with a customer-centric culture , one that promotes an equally exceptional employee experience. And, of course, you do need outstanding customer service.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

PeopleMetrics

MARCH 2, 2015

Most of all, employees need a sense of purpose and to feel that they can trust leadership to drive the company forward. Customer-centric companies have more engaged employees than company-centric companies. It seems customer focus can help align priorities and actions, and drive engagement. Huey " by wsilver , CC BY 2.0.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Every group in Marketing is continually contributing to customer journey and persona insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Michel Falcon Experience

NOVEMBER 8, 2015

Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. Don’t wait because it will not build itself. Have you downloaded my free ebook yet?

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Michel Falcon Experience

JULY 17, 2015

Increasing customer retention rates by 5% increases profits by 25% to 95% (Harvard Business Review). A 10% rise in customer retention yields a 30% increase in the value of the company (Bain and Company). The most customer-focused entrepreneurs in the world know how to think long-term.

Industry 60

Industry eBook Employee Experience System 60