ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article looks at three ways COVID-190 changed CX, as the title suggests, forever. The CFO can enhance a B2B’s CX.

Customer Service 82

Customer Service Airlines Feedback Social Media 82

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. Here are my top five picks from last week.

Customer Service 66

Customer Service Omni-Channel Call Center Retail 66

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. But not all customer experience (CX) strategies are created equal. Here are my top five picks from last week.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

Zeisler Consulting

AUGUST 17, 2020

This is part three of a four-part series of posts about the components of a world-class CX function. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles where I’ll emphasize what you do to improve your CX.

Resources 72

Resources ROI Customer Centricity NPS 72

ShepHyken

OCTOBER 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s “Top Five” articles recap with a focus on bad customer service. by Katerina Sinitskaia.

Net Promoter Score 103

Net Promoter Score Customer Service NPS Customer Satisfaction 103

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article caught my attention. Read the article to find out the other three.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is a short article that shares five insights into how Starbucks innovates CX. Here are my top five picks from last week.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. In This Article: Preliminary Steps 1. Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. How does the map look like?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ijgolding

APRIL 4, 2016

In reality, I think I must have been born with a passion for CX! my very makeup, my evolution into the CX Specialist that I am now started at the end of the 90s. Confusion between Customer Service, Customer Experience and Customer Centricity – they are not the same thing! Apart from it being in my genes….

Data 120

Data Customer Experience Effort Score Measurement 120

Customer Bliss

APRIL 11, 2017

He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. The Intuit guys weren’t fans of market research: you overpaid for it, no one really used it, and it was easy to cross-tab your way out of bad data. They had to test/trial it for about three months.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article had me a the title: “Kick Ass Customer Service.” This article presents a perspective on what happens when AI meets messaging.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Kustomer

NOVEMBER 25, 2021

The reason Kustomer and Matt believe that data is essential to CX is that it offers customers a one-stop-shop kind of experience where they can quickly and efficiently get the necessary information and answers they need. It’s expensive because it takes up agent time, company resources, and possible product replacements.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The top five things you hate most about customer service by Sarah Ingrams . No doubt that CX is a very, very high priority!

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

Oracle

DECEMBER 17, 2020

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. The survey also found that the top three initiatives for city officials in 2021 will be: Cybersecurity (which has been #1 on the list for six years). Check out this article in the Economist. Budget and cost control.

Government 52

Government Banking e-support Technology 52

Kustomer

JUNE 18, 2020

Journey mapping is a CX principle that used to be unique, but has become a necessary and common practice for all companies. Most of the time, CX experts focus on fixing the problem at hand instead of honing in on designing a future experience for customers. Listen to the full episode below. And you know, that’s fine.

Customer Journeys 72

Customer Journeys How To Customer Centricity Exercises 72

Peter Lavers

NOVEMBER 16, 2017

eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a lot longer than the internet (see Kelly Phillips Erb’s article in Forbes ). And things are still changing fast! The explosion of all things “digital” illustrates this assertion.

Multi-Channel 73

Multi-Channel Omni-Channel Customer Centricity Culture 73

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are three of their success strategies. And what are your own favorite Top Gun Effect CX stories out there? How do they do it?

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. Read the article and see if you agree.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ChurnZero

FEBRUARY 2, 2021

It’s this nihilistic view that pushes Phil to the brink of insanity (and you know what they say about insanity: it’s doing the same thing over and over again and expecting different results). Resources: David Gasca’s Silent Meeting Manifesto (there’s also a condensed three-minute read ). T he “Pile-On” Meeting.

Meeting 40

Meeting Customer Success Resources Strategy 40

Kustomer

NOVEMBER 5, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Vikas Bhambri, Rob Young, and Jamie Whited to discuss different tactics to make CX teams successful during challenging times. Navigating CX. Three Methods to Drive CX Success. The first is optimism.

Training 52

Training Innovation Leadership Customer Service 52

Kustomer

NOVEMBER 5, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Vikas Bhambri, Rob Young, and Jamie Whited to discuss different tactics to make CX teams successful during challenging times. Navigating CX. Three Methods to Drive CX Success. The first is optimism.

Training 52

Training Innovation Leadership Customer Service 52

Kustomer

JUNE 18, 2020

Journey mapping is a CX principle that used to be unique, but has become a necessary and common practice for all companies. Most of the time, CX experts focus on fixing the problem at hand instead of honing in on designing a future experience for customers. Listen to the full episode below. And you know, that’s fine.

Customer Journeys 52

Customer Journeys How To Customer Centricity Exercises 52

ShepHyken

JULY 18, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ClearAction

OCTOBER 4, 2015

Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. As a determinant of corporate strategy, think of CX insights as part of a trilogy including financial and people stewardship. What exists already that is congruent with CX excellence truths? 2) Tap into Strengths.

Strategy 48

Strategy Customer Experience How To ROI 48

Oracle

JANUARY 11, 2021

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Today’s episode is about how sales can best support the customer experience (CX) and how organizations can best support their sellers, in particular inside or digital sales reps. Burnout comes in three parts: Chronic exhaustion.

CRM 55

CRM Sales System Competitive Advantage 55

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Enhancing CX with Automation. Technology’s ever-improving, so why shouldn’t CX do the same?

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

SurveySensum

AUGUST 18, 2023

According to PwC’s report, The Future of Customer Experience , 73% of customers stated that their experience with a company matters the most – so much that 59% of the customers reported that they will walk away from a brand after bad experiences and 17% after just one bad experience. Why Is Customer Effort Score Important?

Effort Score 52

Effort Score Self Service Customer Experience Loyalty 52

Russel Lolacher

JUNE 13, 2022

A few reasons they are awesome – Keith is the Principal CX Advisor for Medallia where he works with clients and employees to improve customer experience programs. So, I don’t always think it’s an intentional thing [to create silos], but it is that lack of communication and lack of collaboration.”. Russel Lolacher.

Culture 59

Culture Communication Employee Experience Connections 59

Oracle

NOVEMBER 10, 2020

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. In fact, the article notes, weekly customer-service chatbot sessions for retailers and consumer-goods brands increased nearly fourfold since the pandemic began. Episode air date: 10/21/20. Research of the week: The impact of service.

Customer Care 78

Customer Care Customer Experience Retail Brands 78

Beyond Philosophy

FEBRUARY 17, 2022

If there are too many people talking about the same thing, your consultancy has the danger of becoming just an echo chamber. It’s your business, and you have limited resources. You are essentially financing their business, and as a small business, you don’t have the resources. In other words, got to find your niche.

Company 88

Company Tips Consulting Conference 88

Russel Lolacher

OCTOBER 10, 2022

Forbes article. BBC article. She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. So like I said, out of bad comes good and out of good comes other opportunities. Sometimes, a bad experience is circumstantial. WORKING FROM HOME.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Kustomer

SEPTEMBER 23, 2021

Kenny’s a CX expert and is on a mission to help leaders simplify their CX in complex situations. The art of excellent CX starts with hiring the right talent. Agents can then train each other on the things they do best, making for a well-rounded and efficient team. Listen to the full podcast to learn more.

Customer Experience 105

Customer Experience Customers Leadership Technology 105

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.

ROI 98

ROI Effort Score Metrics e-support 98

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts! fixing errors).

Call Center 52

Call Center Management Contact Center Gamification 52

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. Repeatedly named on top CX expert lists over the years, including ICMI and others. CX Accelerator. PLAY AND SUBSCRIBE.

Employee Experience 52

Employee Experience Connections Leadership Groups 52