ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: Zendesk recently had a Customer Experience Council event. Customer Lifecycle Marketing: A Simple Yet Powerful Concept by Lindsay Tjepkema.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. Fire the employee?

e-support 90

e-support Customer Service Loyalty Data 90

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Survicate

SEPTEMBER 13, 2018

But because Logojoy’s customers are often side-hustle entrepreneurs or fresh companies, many of them use the logo as an inspiration to plan their business. “ It sparked a content initiative that includes case studies and articles about launching a new business , reviewing types of logos , and choosing a great name for the company.

ROI 61

ROI Case Study Survey Feedback 61

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. More customer support teams are focused on driving growth and proving significant worth to the business.

ROI 40

ROI Self Service Software Return on Investment 40

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? For more details on this announcement I suggest you read the Forbes article. It makes both business sense AND customer sense.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Here are my top five picks from last week.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Thematic

NOVEMBER 28, 2019

They are also non-surprisingly mentioning customer-focused culture of their organizations. But the greatest difference between the two segments is the focus on ROI for the organization: So, how does one prove the ROI of CX ? – 3x as likely to list customer focused company & culture.

Report 100

Report Survey ROI Net Promoter Score 100

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales.

Case Study 82

Case Study ROI B2B Study 82

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Guide to Boosting Customer Loyalty.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

Seaton CX

MAY 16, 2024

To demystify the process of creating a customer journey map, I created the DARMA method. “DARMA” is simply an acronym for the five steps in the customer journey mapping process: Define, Analyze, Research, Map, and Act. Work with the core team to develop business cases that show a forecasted return-on-investment (ROI).

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. Don’t just attract new customers.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26

Thematic

NOVEMBER 28, 2019

They are also non-surprisingly mentioning customer-focused culture of their organizations. But the greatest difference between the two segments is the focus on ROI for the organization: So, how does one prove the ROI of CX ? – 3x as likely to list customer focused company & culture.

Report 62

Report Survey ROI Net Promoter Score 62

Horizon CX

MARCH 19, 2022

A recent article from TechTarget states; “Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. Small wonder then that the ROI of AI is only being reported by 10% of businesses. As a CX professional, one might have hoped that was science fiction, but it’s unfortunately not.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

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. Your assessment scores can range from 0 to 200. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

APRIL 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Loyalty! For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Loyalty Programs 18

Loyalty Programs Customer Service Abandon Rate Loyalty 18

CloudCherry

JANUARY 21, 2020

Every company needs multiple approaches to gathering feedback from customers. According to a Harvard Business Review article, you may consider social media comments, mystery shopper feedback, review sites, and first-hand observation from frontline employees. Customer support emails and calls are valuable sources of VoC insight as well.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Gainsight

OCTOBER 30, 2018

That means for every customer you allow to churn, you’re not just sacrificing the potential revenue they could bring in, but also the money you already invested to get them as customers. Focus on clearly demonstrating the ROI that your service has delivered and you can avoid significant losses when it comes time for renewals. #2:

ROI 61

ROI Customer Retention Social Media Roadmap 61

ClearAction

NOVEMBER 12, 2017

See how SunTrust’s C-team focused on putting clients 1st as their guiding principle, emphasizing client voice in their decision-making processes: Customer First Drives Business Performance. Story-telling about customers’ realities at every opportunity is essential. Conveying humility to adapt to customers’ priorities is a must.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ClearAction

NOVEMBER 3, 2015

Companies that make customers' well-being a guiding light for the inner workings of the entire enterprise will rise above the pack in the future. This article is the third in a series of articles about Customer Experience for the Future. Creating World-Class Customer Experience Teams.

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

ClearAction

APRIL 3, 2015

HR can make a difference in the company’s CX results by seeing their work within the bigger picture of external customers’ needs, and by helping executives establish a customer-focused big picture in strategy and culture. With people at the center of customer experience, HR is a critical cog in the wheel of CX management.

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Amity

AUGUST 5, 2017

If not, it’s likely that the entire organization is not as customer obsessed as your team is, which presents challenges if the customer is not at the heart of company decisions. A customer focused value statement is not enough. It is common for there to be a mismatch between written values and observed behaviors.

Culture 63

Culture Company Leadership Study 63

Amity

AUGUST 5, 2017

If not, it’s likely that the entire organization is not as customer obsessed as your team is, which presents challenges if the customer is not at the heart of company decisions. A customer focused value statement is not enough. It is common for there to be a mismatch between written values and observed behaviors.

Culture 60

Culture Company Leadership Study 60

SmartKarrot

JANUARY 13, 2023

You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Becoming a product expert – you know the organization, players, and their influence on success, and you can communicate ROI to various customer stakeholders. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Verint

JANUARY 17, 2018

For a quick benchmark on the adoption and investment in AI technology by industry segment, check out Exhibit 1 in the recent McKinsey and Company article What AI Can and Can’t Do (Yet) for Your Business. Charter has been able to better serve customers by helping them use self-service for password reset and other routine tasks.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

ClearAction

JUNE 8, 2015

As such, some companies have established a chief customer officer or a central CX team at the corporate and/or business unit level to facilitate customer focus and CX improvement across the organization. Related articles: Breaking Down Silos for Customer Experience Management. Customers First, or Employees First ?

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Leveraging financial and customer data that is now readily available, companies can better correlate and predict ROI and customer (lifetime) value. Will we see something new in CX or will it be more of the same?

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Software 115

Software Strategy Company Customer Experience 115

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

VDS

MAY 6, 2020

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Key questions: How can you cultivate a customer-focused culture within your company?

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52