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

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

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

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

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

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

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

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

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

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

Oracle

MARCH 26, 2018

It’s easy to lose sight of ‘human experience’ (HX) and ‘customer experience’ (CX) when you’re dedicating so much of your business’s time and resources to product development. Always keep your customers at the center of every decision that you make as a business. I hope to see you there!

How To 64

How To Customer Journeys Conference Groups 64

Oracle

MARCH 21, 2018

Despite overwhelming confidence in understanding what customers want, most CX professionals believe their companies won’t be able to support the execution of experiences that keep up with their competitors’ innovation and customer-focus.

Customer Experience 101

Customer Experience Customer Expectations Report Connections 101

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. She has spent over 20 years building and scaling world-class customer success organizations and operations.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ShepHyken

JULY 28, 2017

Online sales are expected to grow to more than $400 billion by 2018. However, when it comes to the customer experience, consumers are constantly looking for newer, better, faster, cheaper or easier ways of doing things. Ted Janusz is a master facilitator with Shepard Presentations and The Customer Focus.

Retail 79

Retail Social Media Travel Consumers 79

ShepHyken

SEPTEMBER 10, 2018

And, if you manage a support center that is guilty of any one (or more) of these five “customer service fails,” you’ll be just as upset. Personalize Customer Service To Boost Sales Opportunities by Michael Mink. Investor’s Business Daily) According to Dialog Direct’s Customer Rage study, the No.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

Second to None

MARCH 21, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Entrepreneur on March 15, 2018: “The up-and-coming generation of younger B2B procurement professionals is once again bucking prior generations’ preferences, and companies that don’t keep up aren’t likely to win contracts.

B2B 59

B2B B2C Transportation Voice of Customer 59

ProProfs Chat

MAY 6, 2020

Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. She originally joined TapInfleunce as Vice President of Sales and oversaw annual SaaS revenue growth of 204%.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Beyond Philosophy

NOVEMBER 22, 2017

And, we have also seen employee ambivalence and negativism in organizations that are more top-down autocratic, are operations-, sales-, or product-obsessed, and are less focused on stakeholder experience and value delivery (like Bank of America: [link] ). 7 Upcoming E-commerce Web Design Trends to Adopt in 2018.

e-support 89

e-support Banking Culture Consulting 89

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Sales also followed a similar pattern. In organizations where sales increased, 69% of employees were engaged, compared to 57% in organizations where sales decreased.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Gainsight

APRIL 23, 2019

You’ve got the product shortfalls to address from Sales and customers, the fixes that will help improve customer’s support, partners who seek to better serve their customers with improvements, etc. One of the tenants of a true customer-focused product teams is to incorporate customer feedback.

Tips 49

Tips Management Roadmap Conference 49

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

CSM Magazine

AUGUST 10, 2017

The customer relationship management (CRM) market, for instance, reached $26.3 billion in market value by 2018. One motivation for adopting these technologies is the data they provide—data that, companies hope, will help them strengthen their relationship with customers. billion in 2015 —up 12 percent from the previous year.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

LiveChat

OCTOBER 16, 2018

Though price and product have their significance, what excellent customer support can do to your business is irreplaceable. Several companies are recognizing this crucial fact, and as per a recent study, by 2018 about 50% of organizations will make necessary changes in their business models to become customer-focused.

Net Promoter Score 50

Net Promoter Score Social Media e-support Customer Satisfaction 50