ShepHyken

MAY 3, 2021

Tip number three is all about customer service. In the end, it’s all about a better CX, starting with the moment the customer even thinks they want to buy whatever it is that you sell. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Follow on Twitter: @Hyken.

Customer Service 107

Customer Service Entertainment ROI Retail 107

ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. These 6 Customer Retention Strategies Actually Work by Hal Koss.

Customer Service 92

Customer Service Customer Retention Loyalty Strategy 92

ShepHyken

AUGUST 15, 2018

And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

Beyond Philosophy

OCTOBER 5, 2017

Once you accept that, you can pick the specific emotions you want customers to feel during your experience. For example, banks provide customers pens—on chains. Banks put the pens there to help customers, but the chain tells the customer’s’ subconscious, “We don’t trust you.”

Customer Journeys 143

Customer Journeys Banking Customer Centricity Customer Experience 143

Thematic

DECEMBER 12, 2023

Understanding the customer as an individual with unique needs contributes to this increased empathetic approach to product & customer experience improvement. Focus Groups Some businesses organize focus groups to gather in-depth insights from a selected group of customers.

Analysis 62

Analysis Examples Feedback Social Media 62

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My Comment: I’m often asked how to deliver customer service in challenging times.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ShepHyken

MAY 3, 2021

Tip number three is all about customer service. In the end, it’s all about a better CX, starting with the moment the customer even thinks they want to buy whatever it is that you sell. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. Follow on Twitter: @Hyken.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Beyond Philosophy

NOVEMBER 22, 2017

Professional development frequently involves additional training and/or exposure. About fifteen years ago, my colleague Jill Griffin and I identified nine best ‘people first’ employee experience practices for our co-authored book, Customer Winback. You Also Might Like… 6 Key Statements to Propel Your Customer Experience Program.

e-support 90

e-support Banking Culture Consulting 90

Michelli Experience

DECEMBER 2, 2015

When it comes to employees and customers, disciplined listening highlights wants, needs, and desires and allows you to begin to think of innovative solutions to meet those needs. At Mercedes-Benz USA, extensive training on active listening and empathizing was offered enterprise-wide early and repetitively along their journey.

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Experience Investigators by 360Connext

MARCH 16, 2015

More special events this month: Customer Experience Summit Chicago. Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. . Need a customer-focused speaker for your next event?

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

ShepHyken

AUGUST 20, 2018

My new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , can guide you and help you come up with ideas to create more convenience for your customers. Are they designed to be convenient for your customers – or for you? I can teach you.

Self Service 80

Self Service Industry Banking Video 80

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

NobelBiz

JULY 4, 2023

It involves choosing the right technology, integrating it with existing systems, and training staff to use it effectively. By distilling critical information from conversations, they empower agents to make informed decisions, drive operational efficiency, and exceed customer expectations.

Interaction 52

Interaction Call Center Engagement Contact Center 52

ShepHyken

JANUARY 30, 2023

Why Customers Are Switching Brands More Often by Dan Gingiss (Dan Gingiss) Driven by cultural shifts that were heightened by the COVID-19 pandemic, more American consumers are switching brands than ever. The trend has reached the point where some observers are calling it “the death of brand loyalty.” It didn’t used to be this way.

Customer Service 23

Customer Service Banking Effort Score Tips 23

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Focusing on the customer often results in conflicting emotions and discomfort for midlevel management teams.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Forrester's Customer Insights

AUGUST 11, 2015

My name is Brandon Purcell and I am the new Senior Analyst serving Customer Insights professionals at Forrester. A few highlights from my former life: I helped develop a best in class Voice of the Customer program at one of the country's largest banks.

Analytics 20

Analytics Banking Consulting System 20

ShepHyken

MARCH 20, 2023

We’ll here from an executive in the customer support industry. Did ATMs replace bank tellers? (No Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen (The Washington Post) It shouldn’t be this hard to speak to a human. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Up Your Service

OCTOBER 19, 2015

Customer service reps, bank branch employees, retail salespeople, call center staff and distribution and delivery functions all benefit from clear standards for service. at the end of a call, can offer support to the company-wide brand value of “Customer Focus.”. Let’s consider the importance of each, and the difference.

Guidelines 40

Guidelines Call Center Tips Banking 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 1, 2017

So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. Repeat business is not built on a foundation of customer loyalty. For information contact or www.hyken.com.

Customer Service 82

Customer Service Social Media Retail Transportation 82

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SuiteCX

JANUARY 19, 2015

Look at all customer communicaDons in the aggregate across lines of business to ensure the cadence makes sense. ©2014 suitecx – ConfidenDal Create integrated data warehouse for 28+ owned firms including auto dealerships, retail, banking, telcom, etc.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

SurveySparrow

SEPTEMBER 20, 2022

Customers love organizations that care about them. How your team is trained to handle your customer complaints says a lot about your organization. We look at some of the best customer success quotes from business legends and seasoned entrepreneurs in this article. 30 customer success quotes for inspiration: 1.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

ShepHyken

JANUARY 15, 2018

My Comment: I just love a good story that makes an important point – and in this case, it’s a point about customer service. He was walking out of his bank, ready to do business elsewhere, when an employee asked a powerful question. It was a true human-to-human interaction. It made him want to come back. Great info!

Customer Service 0

Customer Service Survey Infographics Tips 0

Michel Falcon Experience

JULY 17, 2015

When you go to the grocery store and pay for your bananas and milk, the person at the till is giving you customer service. When you file your insurance papers for your car, you are receiving customer service. When you visit the bank, and the teller helps you pay your bills… customer service.

Industry 60

Industry eBook Employee Experience System 60

ShepHyken

JULY 23, 2018

It’s called geolocation, and businesses are using it to give their customers personalized offers. Why reducing customer friction is the new customer loyalty by Jeremy Goldman. (TNW) TNW) The marketplaces that are winning loyalty from today’s consumers are doing it by focusing on reducing customer friction points.

Customer Service 69

Customer Service Banking Chatbots Loyalty 69

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? As a solution, many large banks are collaborating with FinTech firms.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40