ShepHyken

AUGUST 28, 2017

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. Here are my top five picks from last week.

Customer Service 80

Customer Service Contact Center Ecommerce Loyalty Programs 80

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

ShepHyken

OCTOBER 2, 2017

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. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. My Comment: Thomas A.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

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

Circular Edge

MARCH 4, 2024

As a Platinum Partner of Quest Oracle Community, Circular Edge will showcase how Oracle JD Edwards customers have leveraged the latest tools and technologies to adopt code current and cloud strategies, improve user experiences and transform business processes during INFOCUS, which will be held August 20-22 in Denver, Colorado.

Apparel 40

Apparel e-support Innovation Conference 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 130

Customer Experience Customer Service Social Media Consulting 130

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. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. Here are my top five picks from last week.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs. Digital Customers Less Loyal by Tanya Gazdik.

Customer Service 48

Customer Service Airlines Social Media Software 48

Wired and Dangerous

APRIL 2, 2018

When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. America’s Best Colleges” 2017 Edition, published in the U.S. 1 for the most innovative regional college in the South (the second consecutive year at No. However, everything is done to model a value.

Customer Experience 87

Customer Experience Wireless Innovation Customers 87

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Here’s the slideshare for a quick refresher: Customer Guru – 10 for NOW from Customer Guru.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

Customer Bliss

JANUARY 12, 2017

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: The five-competency maturity map. Customer strategy: Commit.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Forrester

APRIL 3, 2017

Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. I recently caught up with one of our keynote speakers -- Christine Corbett, chief customer officer at Australia Post -- to discuss the importance of creating and nurturing a CX-driven culture.

Chief Customer Officer 65

Chief Customer Officer Omni-Channel Culture Innovation 65

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

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. by Roxanne Abercrombie.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. However beneath that sheen of success, we don’t get to see the thousands of hours spent in building businesses that are ready to weather any storm, withstand intense competition, and please the most exacting customer. Know your customer.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. by Roxanne Abercrombie.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Horizon CX

MAY 14, 2018

The primary reason we are at all concerned about customer experience is to determine how that might be contributing positively or negatively to business results and to act accordingly. Customer Focus (CX insights and integrated solutions). Innovation (ideas and new opportunities). Nimbleness (agility and simplification).

Leadership 100

Leadership Customer Focused Tips Management 100

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. More, customers want seamless, effortless experiences.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Here are my top five picks from last week.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

transcosmos Information Systems

NOVEMBER 6, 2018

Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Also: 4 Customer-Oriented CEOs and What We Can Learn from Them. And with that, let’s take a look at other ways Apple makes their customer service solutions better.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. Ton stressed that it takes courage and conviction for retail leaders to make changes and create processes that prioritize employees and customers, but that change is possible. Courtesy of NRF.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Innovative CX

SEPTEMBER 5, 2019

Finally, a Pew research study states, “As of 2017 – the most recent year for which data are available – 56 million Millennials (those ages 21 to 36 in 2017) were working or looking for work. What does all this have to do with improving the customer and employee experience in an organization? And now we add Generation Z.

Culture 56

Culture Strategy Examples Engagement 56

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit.

Leadership 40

Leadership Customer Success eBook Culture 40

Verint

MARCH 14, 2018

Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. Our latest customer feedback gathered by our CX team only reinforces this point. 1 DMG Consulting LLC, 2017-2018 Workforce Optimization (WFO) Product and Market Report. 2 Read more.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. 7WDATA from Yves Mulkers.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. So what can you do to become digital and customer-led by design? That costs money.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17