Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Dante Otero.

Customer Success 77

Customer Success Meeting Lifetime Customer Consulting 77

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.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

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.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

SEPTEMBER 24, 2018

They are also known for their customer service, so when they share what is referred to as “The Hubspot Customer Code,” we should take notice. Here are ten ways that Hubspot nails customer service and CX. Three core ingredients of the perfect human-digital blend for B2B sales by Michael Viertler.

Customer Service 88

Customer Service Contact Center B2B Guest Experience 88

One Millimeter Mindset

DECEMBER 13, 2018

Lots of organizations spend a lot of money on content creation to promote the sales of their products and services. It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. is available on Amazon.com.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

ShepHyken

OCTOBER 8, 2018

My Comment: Here’s a great line: “Every customer interaction impacts customer retention.” ” Even what happens after the sale is made. This article includes nine tips for ways to manage the experience after the customer makes payment. Good common sense tips to create a customer-focused culture.

Customer Service 86

Customer Service Customer Retention Culture Tips 86

ShepHyken

JULY 2, 2018

Number one is my favorite of the three: Don’t just think about the sale. Think about what happens after the sale. Good info that everyone should consider if they want to build a stronger relationship with their customers and give them a better experience. 5 Tips for IT to Better Manage the Customer Experience by BizReport.

Customer Service 75

Customer Service Infographics B2C Tips 75

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. Customer Success teams should align with their customer’s goals to continuously drive value and keep them happy.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. And guess what?

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

JUNE 25, 2018

(Forbes) According to the Center for Retail Management at Northwestern University, up to 15% of a business’s most loyal customers account for 55% to 70% of a company’s total sales. For this reason alone, it is imperative that you make your first impression with a customer count. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

JANUARY 15, 2018

Richard Branson’s Virgin Unite has won the hearts (and dollars) of tens of thousands of customers because they like being a part of that “bigger cause.” ” This article points out the importance of making philanthropy a part of the customer experience. ” Today it’s not the “new marketing.”

Customer Service 0

Customer Service Survey Infographics Tips 0

Retently

MAY 24, 2018

The answer may seem quite obvious: your content should be as customer-focused as possible. What customer-focused strategy is. Simply put, customer-focused strategy means putting your customer at the core of your business. As of 2018, it’s the #6 most visited site in the world.

Customer Focused 60

Customer Focused Strategy How To e-support 60

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together. Price becomes less relevant with GREAT customer experience. So, think about it.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. After a while, my role developed more down the sales route, looking after relationships with retailers. What happened next?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Dante Otero.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

ShepHyken

APRIL 16, 2018

Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. 16Best) We all know how marketing can enhance sales. 5 Customer Experience Trends to Watch by Dom Nicastro. Or does it? Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Infographics Retail Tips 48

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

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!)

Self Service 54

Self Service Customer Service Hospitality Survey 54

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

TechSee

APRIL 10, 2019

BT – Customer-centric culture. A company-wide customer-centric culture essentially places the customer at the heart of the organization, ensuring a positive experience both pre-sale and post-sale. Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

Case Study 82

Case Study ROI B2B Study 82

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. The good news is that you've embarked on a customer experience transformation journey. We need all hands on deck, focusing on drumming up new business." Suddenly, all of your customer experience transformation resources are shifted to business development and sales efforts.

Leadership 137

Leadership Culture Resources ROI 137

ShepHyken

MARCH 28, 2018

The sales & marketing departments may get customers in the door. Shep Hyken (@Hyken) March 17, 2018. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)? Shep Hyken (@Hyken) March 17, 2018.

Customer Experience 61

Customer Experience Loyalty Exceptional Customer Service Communication 61

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CSM Practice

JULY 6, 2020

There are some who think that it is good to target the general audience without any specification as it would drive to more traffic and sales, but this is totally a red flag if you really want to achieve success. With the right customers who are aligned with your product and services can lead to excellent value.

Tips 105

Tips Customer Success Customers Strategy 105

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JUNE 13, 2022

It was originally established in London as a way to expand newspaper sales. This grew to 29% by 2018. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ShepHyken

DECEMBER 4, 2017

You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” ” Priorities For Marketers In 2018: Refining The Customer Experience by Eric Cosway . They have to ensure customers’ online experiences run smoothly. For information contact or www.hyken.com.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

CSM Practice

JULY 6, 2020

There are some who think that it is good to target the general audience without any specification as it would drive to more traffic and sales, but this is totally a red flag if you really want to achieve success. With the right customers who are aligned with your product and services can lead to excellent value.

Tips 80

Tips Customer Success Customers Communication 80

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. The good news is that you've embarked on a customer experience transformation journey. We need all hands on deck, focusing on drumming up new business." Suddenly, all of your customer experience transformation resources are shifted to business development and sales efforts.

Leadership 80

Leadership Culture Resources ROI 80

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Truthlab

APRIL 17, 2019

While defining customer experience can be tricky, there’s no denying that it is important. Improved customer experience can lead to increased revenue and repurchasing behavior (Experience Matters, 2018). Just a small improvement in customer experience can lead to an average of $775M increased revenue over three years.

Customer Experience 54

Customer Experience Customer Journeys Touchpoint Interaction 54

One Millimeter Mindset

NOVEMBER 28, 2018

Now through November 27, 2018. And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Yet everyone will tell you they are working on behalf of the customer.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

ShepHyken

OCTOBER 22, 2018

G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. No doubt there is a connection between sales and service.

Customer Service 15

Customer Service B2C Retail Infographics 15