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5 Most Popular Customer Experience Blog Posts of 2017

Customer Bliss

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Customer Experience Labs: Your Strategic Weapon. What will CX Look Like in 2017?

How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

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Five Ways to Create the Customer-Focus Mindset

ShepHyken

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about.

Three steps to create customer-focused change

Heart of the Customer

Customer experience (CX) is about change. They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer.

CX Journey™ Musings: Customer Focus - at What Cost?

CX Journey

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. It's all about customer focus. It's all about the customer. It's all about the customer experience. The customer.

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives.

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Customer Bliss

There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process. Prove That You’re Customer-Focused to Increase Trust.

The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Not only is the focus on one idea, but really it’s just one word. A customer’s sales journey is different than a service or support journey.

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

ijgolding

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!”

How To 570

Innovation Stems from Customer Focus

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: CIOs should be involved in customer experience. CIOs Should Be Involved in Customer Experience.

The cost of NOT focussing on Customer Experience

ijgolding

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Ultimately, customers the world over are struggling to know what to expect when they interact with businesses in most industries.

Want to Deliver the Best Customer Experience? It Takes More Than a Metric

MaritzCX

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience.

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

Building a strong customer-focused service culture

Eptica

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Therefore, make sure your training and incentives reflect the service behavior your customers are seeking. Gather insight from customers II.

Text Analytics as Future of Customer Experience? We Asked Jim Tincher.

Lumoa

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries.

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Customer Experience Mapping: How to Create Smoother, More Effortless Journeys

Comm100

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. Their focus is usually on growing the business, and that really only happens when you gain new accounts.

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Getting the Customer Experience Right in 2017

Verint

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience.

Customer Experience – that’s all just fluffy nonsense, isn’t it?

ijgolding

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

What is Customer Experience Ecosystem?

ClearAction

What is Customer Experience Ecosystem? And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. Penney’s case, its core customers appreciated getting good deals through discount sales.

Customer Experience Benchmarking: beware how you use it!

ijgolding

In fact, I am NOT a fan of benchmarking Customer Experience measurement in general. I have been quoted many times as saying that whilst many businesses measure the Customer Experience in some way, most do so rather badly.

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

ijgolding

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

10 First Steps to Improve Your Customer Experience

Comm100

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Customer-Focused Culture.

Customer strategy: Crawl, walk, run

Customer Bliss

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: Commit.

15 Ways to Conduct Successful Customer Focus Groups

CSM Magazine

Maybe you are the owner of a small business who wants to find out what your customers are thinking. Maybe you work for a business, and your boss has assigned you to get some customer feedback. There is more to a focus group than just talking with a set of people.

Is Operations Involved in Customer Experience?

ClearAction

Is Operations Involved in Customer Experience? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. De-silo customer experience management.

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

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. Thus, the term ‘customer service’ is not new.

The customer experience is your best marketing

NewVoiceMedia

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Both are part of the customer experience (CX). Is it customer service?

5 Top Customer Service Articles For the Week of November 6, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Invite the customer service team to every strategy meeting.

5 Top Customer Service Articles For the Week of May 29, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? Great service starts on the inside with employees being treated the way a customer should be treated.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

ijgolding

I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. I was so excited of how I could use my experiences and new knowledge base to shape businesses to make them more customer focused.

5 Top Customer Service Articles for the Week of September 11, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

5 Top Customer Service Articles for the Week of August 14, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. It’s simple: Care about your customers.

Customer Service & CX Leaders Make the Best Magic TOGETHER

Experience Investigators by 360Connext

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. Jeannie Walters (@jeanniecw) October 4, 2017.

5 Top Customer Service Articles for the Week of October 2, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

When Customer Service Creates Customer Validation

ShepHyken

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

5 Top Customer Service Articles For the Week of November 27, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize?

Want to Deliver the Best Customer Experience? It Takes More Than a Metric

MaritzCX

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience.

5 Top Customer Service Articles For the Week of December 11, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. In other words, they’re focused on customer success.

5 Top Customer Service Articles For the Week of January 16, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

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