2018 Customer Care Customer Focused Sales 
ShepHyken
JANUARY 8, 2018
Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.
Totango
SEPTEMBER 12, 2018
The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.
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ShepHyken
FEBRUARY 19, 2018
My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. When Customer Service Automation Goes Off the Rails by Don Fluckinger.
ShepHyken
APRIL 2, 2018
My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. My Comment: Do you want more sales? Yes and yes!)
CSM Practice
JULY 6, 2020
Here are three strategies to better grasp how to preserve the balance of your customers’ value: Strategies for Preserving the Balance. Choose your target customers carefully to achieve mutual success. The value you provide can be different from the perception in the head of the customer. Know the value you provide.
CSM Practice
JULY 6, 2020
Here are three strategies to better grasp how to preserve the balance of your customers’ value: Strategies for Preserving the Balance. Choose your target customers carefully to achieve mutual success. The value you provide can be different from the perception in the head of the customer. Know the value you provide.
ShepHyken
SEPTEMBER 10, 2018
Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.
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