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.

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?

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. It's all customer experience.

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.

Planning for Crisis Management with a Customer Focus

Wired and Dangerous

Crisis management for a service issue requires customer logic. When organizations only apply financial, operational or public relations logic to hiccups involving customers, it invariably yields responses that fix the problem but leave customers unsatisfied and distrustful.

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.

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.

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

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.

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.

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 Focused CIOs Should Avoid Bimodal IT

Quadient

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems.

Verint Speakers: Changing the Game through Customer Focus and Insights for Stronger Loyalty

Verint

CX Sydney 2017. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. May 9; Sydney, Australia.

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.

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 18, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. The focus is on both the acquisition of a new customer as well as the retention of that customer.

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? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions.

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.

How to Embed a Customer Experience Framework 

ijgolding

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 my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

How To 261

Customers Convene in Orlando for Engage 2017 Global Customer Conference

Verint

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong!

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 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?

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.

5 Top Customer Service Articles for the Week of September 18, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences.

5 Top Customer Service Articles For the Week of March 13, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. 47 Social Media Statistics to Bookmark for 2017 by Alex York. My Comment: It has been said that customer service is the new marketing.

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.

NPS 294

Emphasizing Customer-Focused Metrics in Non-Voice Channels

COPC

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

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.

5 Top Customer Service Articles for the Week of October 23, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features?

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.

B2C 97

5 Top Customer Service Articles for the Week of October 16, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. They can tell you what delights customers and what frustrates them and, perhaps more importantly, they can tell you “why.” Key Takeaways from Zendesk’s Customer Experience Council by Elyse Simek.

5 Top Customer Service Articles For the Week of May 22, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive.

5 Top Customer Service Articles for the Week of August 28, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Artificial Intelligence: The Customer Experience Imperative by Bob Hayes.

5 Top Customer Service Articles For the Week of May 8, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction.

Highlights from This Week’s Engage 2017 Verint Global Customer Conference in Orlando, Florida

Verint

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

5 Top Customer Service Articles For the Week of April 10, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Improving Customer Experience Through Customer Data by Daniel Newman. My Comment: This short article showcases the growing trend of personalizing a customer’s experience.

eBook 90

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

ShepHyken

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. AI-augmented customer service promises attractive efficiency gains, and have generated widespread attention.