ShepHyken

OCTOBER 2, 2017

My Comment: The author shares some customer service and CX “conventional wisdom” and then shares commentary on why we should question it. Conventional wisdom thwarts progress and innovation – in everything, including customer service! Great concepts here. What you believe to be true may be holding you back.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. Who is listening to them and encouraging them to innovate around service?

Customer Service 181

Customer Service Social Media Innovation NPS 181

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. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. Digital Customers Less Loyal by Tanya Gazdik. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Customer Service 48

Customer Service Airlines Social Media Software 48

Blake Morgan

MARCH 13, 2023

The incredible innovation, paired with empathy and strong relationships, has shown the value of Guild Education and made the company worth more than $4 billion. Her focus on customers and innovation. Guild partners with companies to create benefits programs that enable employees to get college degrees for free. The reason?

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

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 62

Chief Customer Officer Omni-Channel Culture Innovation 62

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Wired and Dangerous

APRIL 2, 2018

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. Students get a birthday card with a free Starbucks card inside (Caring). News & World Report, ranks High Point University No. 1) and No.

Customer Experience 87

Customer Experience Wireless Innovation Customers 87

ShepHyken

JULY 17, 2017

Office of American Innovation Targets Federal Customer Service by Frank Konkel . Nextgov) The White House Office of American Innovation has its crosshairs set on improving federal customer service, a major challenge because of the government’s “near monopoly ” in providing poor service delivery.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. But, it’s a great start.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

Horizon CX

MAY 14, 2018

Further investigating change management for a curriculum I’m developing, I ran into an interesting article in the November-December 2017 issue of Harvard Business Review written by N. Customer Focus (CX insights and integrated solutions). Innovation (ideas and new opportunities). Nimbleness (agility and simplification).

Leadership 100

Leadership Customer Focused Tips Management 100

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. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. But, it’s a great start.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. For some seasoned executives who think more about product, price, and process, this customer focus is scary. Is your customer strategy for 2017 ready and scalable? ” That customer strategy gets you disrupted.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

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? Align Behaviors. Include Everyone.

Culture 56

Culture Strategy Examples Engagement 56

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.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

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. Your customers want issues resolved with as little effort as possible.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

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. Thanks to Nadia Cameron for a great interview! That costs money.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

ShepHyken

DECEMBER 26, 2016

It is filled with nuggets of wisdom about how Disney designed their customer journey – and much more. Brian Solis: 2017 is the Year of Customer Experience (CX) Derek Handova. He’s too busy looking for the next opportunity to engage customers, employees and potential stakeholders. Follow on Twitter: @Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

ShepHyken

NOVEMBER 13, 2017

5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner . CRM Buyer) Getting customers — and keeping them — is the name of the game in e-commerce. 4 Essentials for Building a Well Mannered Customer-Service Chatbot by Clemont Tussiot. Benioff had some important ideas. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Verint

MARCH 14, 2018

As an indicator that our innovative approach is working, customers who have adopted our newest offerings rank the highest when it comes to overall satisfaction. Looking closer at DMG’s report, for example, Verint is cited for having: The highest customer satisfaction score among all vendors evaluated for current product.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

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 transformation and customer experience. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

ShepHyken

JUNE 26, 2017

These five words make up one of the most powerful questions you can ask a customer or colleague at work. Innovation expert Josh Linkner calls this question a “difference maker” – a question that could boost your company and career. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 15

Customer Service Retail Loyalty Ecommerce 15

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson. Rick Adams.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Leadership 40

Leadership Customer Success eBook Culture 40

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. It’s safe to say that aside from innovation, a bulk of their trillion-dollar stocks is all thanks to buyers who want the Apple Experience. Resist proxies.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Verint

NOVEMBER 16, 2017

New technology was available all the time, and you really couldn’t keep up with all the emerging innovations. The speed of innovation is exponentially higher today, but one thing remains constant—you, as a customer engagement professional, can still help shape the customer experience your organization delivers.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

ProProfs Chat

DECEMBER 23, 2019

The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. Even though brands will continue to drive product innovation, but the customer will sit at the head of the table. Rely on customer feedback. Now, wouldn’t you call this a customer centric strategy ?

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Circular Edge

JANUARY 24, 2018

It is this genuine care for one another that serves as our mission: to remain a positive, happy and flexible work environment made up of brilliant resources who strive to develop new skills while always delivering quality results and innovative solutions to our customers. INNOVATION. We are known for customer success.

Resources 40

Resources Innovation Customer Success Customers 40

Circular Edge

JANUARY 24, 2018

It is this genuine care for one another that serves as our mission: to remain a positive, happy and flexible work environment made up of brilliant resources who strive to develop new skills while always delivering quality results and innovative solutions to our customers. INNOVATION. We are known for customer success.

Resources 40

Resources Innovation Customer Success Customers 40

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. CX is a tough business.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

OCTOBER 2, 2017

Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Sitecore Symposium 2017. October 16-19; Las Vegas, Nevada.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

West Monroe

DECEMBER 21, 2021

Only then can they turn inconsistent, uncoordinated and transactional experiences into a purposefully designed, well-orchestrated, and customer-focused one. In 2017, these agencies paid more than $232 billion to MCOs. Some key actions include: Be digital. Procurement capabilities.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52