ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. I call them customer loyalty killers.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Determine What Your Customers Value and What Makes Them Happy. Take on the responsibility to talk to customers and provide them with a sense of trust.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. The reason?

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. I call this one-company leadership.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. During this time he really made a science of understanding the customers and looking at the data from multiple angles. One-Company Leadership. About Robert.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. So what have these ramblings got to do with Customer Experience? When considering what this has to do with Customer Experience, try to identify where ‘customer’ comes on that agenda?

Meeting 120

Meeting Financial Leadership Customers 120

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

Customer Experience 60

Customer Experience Study Insurance Leadership 60

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” Growth is really about the customer. Growth is really about the customer. The central challenge of managerial decision-making for customer-driven growth.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Most said they had to wait 30 minutes or longer for an agent when placing a customer service call.

Customer Service 67

Customer Service How To Handbook Chatbots 67

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

ijgolding

NOVEMBER 29, 2016

So what on earth has this got to do with the subject of Customer Experience?! If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking.

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. The advice essentially covers four key areas: 1.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. In many respects, then, the employee life cycle is similar to the customer life cycle. This is rather analogous to Suspect and Prospect stages of the customer life cycle. And, again like customers, organizations need methods of mitigating or eliminating risk.

e-support 90

e-support Banking Culture Consulting 90

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. For the employees left behind to fix the mess leadership left for them, it can be demoralizing.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Peter Lavers

AUGUST 5, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced.

Customer Centricity 40

Customer Centricity Tools CRM System 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Vonage

SEPTEMBER 16, 2016

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus.

Customer Focused 120

Customer Focused Company Infographics Policies 120

ShepHyken

JUNE 6, 2016

Each week I read a number of customer service articles from various online resources. 4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.). Here are my top five picks from last week.

Customer Service 48

Customer Service Infographics Innovation Customer Service Training 48

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. Customers worldwide shopping on the Amazon App increased nearly 70% this holiday season. Most of those purchases will occur in traditional stores as customers initiate returns. Chupacabra.

Retail 138

Retail Consulting Sales Technology 138

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. Customers worldwide shopping on the Amazon App increased nearly 70% this holiday season. Most of those purchases will occur in traditional stores as customers initiate returns. Chupacabra.

Retail 100

Retail Consulting Sales Technology 100

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. The result: happy, loyal customers. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. With smart phone subscriptions expected to surpass basic phone subscriptions this year, companies are clearly struggling—and already predicting that they will continue to struggle—to keep up with their customers’ digital needs and expectations, starting with true mobility.

Contact Center 40

Contact Center Retail Omni-Channel Customers 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40