ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support. They want to get information quickly and easily.

Competitive Advantage 130

Competitive Advantage Customer Focused Customer Service Training Video 130

ImprintCX Articles

NOVEMBER 27, 2023

You can never truly be customer-centric if you focus on customer experience without a well-defined brand promise that your customers and employees believe in. Aligning your customer experience with your brand promise leads to customer advocacy and competitive advantage.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

CSM Magazine

JANUARY 13, 2016

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage: 1. Make customer service a key priority.

Customer Focused 40

Customer Focused Culture Competitive Advantage Guidelines 40

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. These organizations prioritize understanding and meeting customer needs, leading to increased customer satisfaction and loyalty.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ShepHyken

JULY 20, 2022

It might give you a competitive advantage, and more importantly, it will set you apart from others. And if what makes you different is important to your customers, they will want to be a part of your world. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 140

Competitive Advantage Banking Fashion Contact Center 140

ShepHyken

NOVEMBER 9, 2022

Bezos was so focused on customer service that he wanted everyone to keep the customer in mind, and having a chair at the table to represent the customer was his way of doing so. That’s truly customer-focused! . Even though Price eventually left Amazon, he continued to focus on the customer experience.

Competitive Advantage 71

Competitive Advantage Customer Focused Customer Service Training Meeting 71

ShepHyken

SEPTEMBER 11, 2019

When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Competitive Advantage 132

Competitive Advantage Conference Customer Service Training Course 132

ShepHyken

APRIL 12, 2021

When you read it, consider how little breakthroughs can enhance the customer experience. How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell. So it stands to reason that the experience, for even our most loyal customers, may have changed. Interesting idea. Follow on Twitter: @Hyken.

Competitive Advantage 81

Competitive Advantage Customer Service Tips Culture 81

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Kayako

SEPTEMBER 14, 2018

If there’s one thing that drives customer loyalty and retention above any other, it’s a feeling of reciprocity. Customers want to feel like their loyalty is mutual. Truly customer-focused businesses are driven by one thing above all: customer feedback. Live Chat is Your Competitive Advantage.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Alida

JUNE 23, 2017

Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation. To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. What grocery players and other retailers can do to fight back.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands.

ROI 256

ROI Financial CEM Metrics 256

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? Customer Experience is an ever-changing art and science.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs). Download the free 22-page white paper by clicking the image.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands.

ROI 225

ROI Financial CEM Metrics 225

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs). Download the free 22-page white paper by clicking the image.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

ijgolding

MAY 17, 2017

An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage. If you don’t have a competitive advantage, don’t compete. If you’re competitor-focused, you have to wait until there is a competitor doing something.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

Lumoa

NOVEMBER 10, 2021

By making customer-centric decisions for everything from products and services to public statements and advertising campaigns, a company can optimize the customer journey through transformative customer experiences, thereby creating a more loyal and enriching customer-brand relationship.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact. Strategic impact means you’re creating competitive advantages for your enterprise.

Sports 71

Sports Customer Experience Handbook Case Study 71

ShepHyken

MARCH 29, 2021

The transition to more digital experiences aren’t just for your customers, but also for employees. The line that drew me in was this: “Designing for EX (Employee Experience) is the next competitive advantage.”. Consumers set a high customer service bar, but not every brand can deliver by Maria Monteros.

Customer Service 79

Customer Service Competitive Advantage Retail Employee Experience 79

ShepHyken

DECEMBER 28, 2020

I’ll modify it just a bit: CX has been, is and will continue to be the new competitive advantage. 20 important statistics about the B2B customer experience by Mark Bowen. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. And there are nine more after that!

Customer Service 142

Customer Service Loyalty Programs B2B Competitive Advantage 142

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

Beyond Philosophy

FEBRUARY 19, 2019

It also explains how retailers can use Customer Experience to their success. It is built on two fundamental principles: Retail Proposition: You must provide customers with something they value. Superior Competitive Advantage: What you offer must be more valuable than what the competition delivers.

Retail 142

Retail Competitive Advantage Leadership Examples 142

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Retail Competitive Advantage Tips 86

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Crack the Customer Code.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Meeting 183

Meeting How To Airlines Virtual Agent 183

ShepHyken

SEPTEMBER 10, 2021

Personalized customer experiences drive up customer loyalty. It also enables businesses to differentiate themselves and gain a sustainable competitive advantage. . The following five-step plan will help you build a personalized customer experience: . Create a customer-focused vision statement. .

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! Growth happens. Weak signals become strong signals.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. The Best Call Center Cost Reduction Strategies.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

ShepHyken

APRIL 25, 2022

Instead of treating customer service like an afterthought or an overhead cost, your company has an opportunity to turn customer service into a revenue generator and a strategy to create a long-lasting competitive advantage. When a customer takes the time to download an app, it’s a commitment.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

AUGUST 17, 2020

How to create a great customer experience strategy in 6 steps by Albert McKeon. Tech Target) In today’s business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here’s how to deliver a great customer experience, plus a template.

Customer Service 93

Customer Service Retail Competitive Advantage Loyalty 93

ShepHyken

APRIL 22, 2019

(Forbes) Here are 10 fresh examples of CX innovation from brands that aren’t afraid to think outside the box to serve customers. My Comment: Innovation in customer service and CX is increasing as companies recognize the competitive advantage it gives them. Follow on Twitter: @Hyken.

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

ShepHyken

MAY 30, 2016

Study: What CEOs Really Think About Customer Experience by Tom Hoffman. My Comment: One of the sentences in the first paragraph of this excellent article read: “…a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.”

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. My Comment: This article is about the importance of a customer-centric culture. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82