ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

ShepHyken

APRIL 18, 2022

Now ask one of their customers, and they’ll probably give a different answer – a lower one too. This is the ‘customer experience gap.’ Trinity McQueen’s Mike Cooper, head of customer experience, considers the cause of this difference and how to work around it. After all, who are you in business for?

Customer Service 71

Customer Service Customer Centricity Retail Customers 71

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. That said, you’ll enjoy this author’s version of how to WOW your customers. Here are my top five picks from last week.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” How to Improve Employee Retention by Zoe Leibling.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

JULY 11, 2022

A good first impression is a good place to start, and the author shares how to take that first impression to the next level. Then, think about this customer well into the future. My Comment: Over the years, I’ve shared many articles about culture and “internal customers” (employees and co-workers).

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Playvox

APRIL 4, 2023

Gartner found that disengaged agents actually make getting support harder for your customers by not resolving issues quickly, by forcing them to repeat information, and by failing to help them resolve their issues in fewer steps. That culture starts at the top. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

ShepHyken

MAY 30, 2022

My Comment: Who doesn’t want customers to come back? Customer retention happens for many different reasons from a great product, good prices, amazing service, and more. Here are five good reminders of how to get your customers to return. I’m partial to number four… Provide Exceptional Customer Service.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. As a member: Participate in ECXO Tea Sessions As sponsor or guest: Join our ECXO sessions We are changing the ECXO for a better 2022. How to earn buy-in for change by switching heroes 3.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Lincoln Murphy is one of the most important influencers in customer experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

OCTOBER 10, 2022

The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness. The Experience Advantage: How to Supercharge Your Brand’s Growt h by Peter Aitken. Is it a loyal customer, or is it a devoted customer?

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

Kustomer

JULY 28, 2022

In this complete guide, we explore what customer experience is, its benefits, how to implement it, and key differences between customer service and customer experience, as well as the best methods for making the essential transition from CS to CX. The Benefits of Customer Experience Explained. TABLE OF CONTENTS.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

ShepHyken

JANUARY 30, 2023

Start your thinking about how this technology will impact customer support and CX by reading this article. The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally.

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

MAY 2, 2022

In this guide, we’ll explore the true costs of bad customer experience management. My Comment: What will bad customer experience management cost you? Brittany Hodak, the expert on how to create a “Super Fan,” shares the consequences of mismanaging CX. My Comment: Content marketing is part of the customer experience.

Customer Service 71

Customer Service Social Media NPS Customer Experience Management 71

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Service Culture Book. Personalization’s relationship to culture fit. First customer I served, it was a service failure.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

ShepHyken

JANUARY 24, 2022

Learn how to ensure customer satisfaction despite supply chain disruptions. In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Customer Centricity Policies Retail 68

ShepHyken

SEPTEMBER 19, 2022

The author shares a few ideas and examples on how to deliver on all four of these foundational loyalty strategies. The ‘invisible’ Future of Customer Experiences by Elliot Maras. My Comment: This is a great list if you’re looking to read some amazing books on customer experience. Build trust. Personalize the experience.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

West Monroe

JUNE 20, 2022

2022 Outlook: The Future of Healthcare & Life Sciences. These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. Featured Content. CURES Act—EVV). Operating model impacts.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

West Monroe

JUNE 20, 2022

Featured Content 2022 Outlook: The Future of Healthcare & Life Sciences Read More By contrast, de novo expansions deliver greater operational oversight and have the advantage of less “integration debt” for net-new platforms. These historically paper-based industries are facing a significant shift in culture and processes.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

2022 Outlook: The Future of Healthcare & Life Sciences. These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. Featured Content. CURES Act—EVV). Operating model impacts.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

ShepHyken

FEBRUARY 5, 2023

The first on this list is: “Stop calling it customer experience!” There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do. on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. Creating customer loyalty is a bit more challenging. Now that’s intriguing.

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

FEBRUARY 5, 2023

The first on this list is: “Stop calling it customer experience!” There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do. on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. Creating customer loyalty is a bit more challenging. Now that’s intriguing.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62