Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: Great customer service isn’t rocket science. Here are my top five picks from last week.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. In another one of my books, I cover six “Convenience Principles.”

Customer Service 151

Customer Service B2C B2B Customer Retention 151

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

APRIL 5, 2021

Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. That’s just too soon. Start listening today!

Customer Service 124

Customer Service Self Service Contact Center Tips 124

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. Therefore, make sure your training and incentives reflect the service behavior your customers are seeking.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

ShepHyken

MAY 17, 2021

How to handle customer complaints? 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. The sixth tip, which features specific verbiage to use, is very tactical. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. The customer experience really starts on the inside of an organization with the employee experience. Here are my top five picks from last week.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. Below are their tried-and-true tips to get customers interested and hold their attention.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Kayako

APRIL 13, 2017

This is not the same as expectations , which describe how your customers feel about you, your products, and your support. To anticipate your customers’ wants and expectations is a boon for business—creating loyal brand advocates, reducing churn and increasing revenues. Exceeding customer needs can be your competitive advantage.

Loyalty 181

Loyalty Tips Meeting Software 181

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. Measure Outcomes, Not Indicators by Mike Cooper.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. He defines CX as building long-term relationships with customers. That’s a full chapter in my latest book, I’ll Be Back. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD.

Customer Service 110

Customer Service Entertainment ROI Retail 110

ShepHyken

NOVEMBER 14, 2022

If you find the right vendor, one who is focused on you and your organization’s success, you’ll quickly realize that it’s more of a partnership. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. So why do many companies create situations where customers need to figure things out for themselves?

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

Kustomer

NOVEMBER 1, 2021

A treasure trove of retail, brand, and customer service information is ready and waiting for your ears. With such a vast landscape to navigate, we’ve put together a robust list of the podcasts that provide the best, most current information on best-practice customer service ideas, strategies, and solutions.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. My Comment: Delivering excellent customer service starts on the inside.

Customer Service 86

Customer Service Customer Retention Culture Tips 86

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words. Follow on Twitter: @Hyken.

Customer Service 73

Customer Service Metrics Social Media Retail 73

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Customer Success Leader.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ShepHyken

OCTOBER 15, 2018

(Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Meanwhile, countless brands toil away in obscurity hoping someone will notice them. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review.

Customer Service 88

Customer Service Automotive Tips Feedback 88

BirdEye

NOVEMBER 8, 2023

41 best eCommerce review sites most used in the USA 7 benefits of getting customer reviews on these eCommerce review sites 3 ways to showcase customer reviews on your website Do eCommerce review sites influence SEO? Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. . An average car shopper visits 4.2

Strategy 98

Strategy Customer Experience eBook Tips 98

ShepHyken

AUGUST 6, 2018

8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Then this is an article you will enjoy.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. He defines CX as building long-term relationships with customers. That’s a full chapter in my latest book, I’ll Be Back. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD.

Customer Service 62

Customer Service Entertainment ROI Retail 62

SurveySparrow

OCTOBER 13, 2023

Prioritizing Changes: Based on customer feedback, a restaurant may prioritize menu enhancements over interior decor changes if menu dissatisfaction is a recurring issue. Iterative Nature: After upgrading its booking system, a hotel chain continuously refines the system based on user feedback, ensuring ongoing enhancement.

Feedback 52

Feedback Examples Social Media e-support 52

ShepHyken

SEPTEMBER 12, 2016

internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand. People, especially our customers, want to know they are appreciated. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. by Len Markidan. Happy Reading!

Customer Service 48

Customer Service Tips Loyalty Customer Service Training 48

ShepHyken

NOVEMBER 7, 2016

The author has some excellent examples of why customers are loyal to one brand over another. The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. It’s actually a short “play book.” Good tips and tactics to turn an angry customer’s rant into a rave.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

ShepHyken

MARCH 27, 2017

Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. Which-50 ) Now is perhaps a good time to look back and consider how Sears’ struggles are similar to those of other famed brands that failed, such as Borders, Kodak and Circuit City. My Comment: This is a HUGE list of 100 tips.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

APRIL 20, 2020

This is how you want your people to treat their customers; with a consultative approach, that enhances their customer experience. Give Customers What They Want: 11 Tips On How To Listen Effectively by Young Entrepreneur Council. Forbes) Today’s consumers demand transparency and honesty from brands they buy from.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Customer focus development Customer focus is more than just adding directions to your. Is customer service commensurate with price in real estate sales? Untitled gives tips for helping customer focus with the right attitude.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

ShepHyken

MARCH 23, 2020

7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand.

Customer Service 71

Customer Service Loyalty Programs Customer Service Training Tips 71

ShepHyken

MARCH 23, 2020

7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand.

Customer Service 48

Customer Service Loyalty Programs Customer Service Training Tips 48

Qualtrics

MAY 30, 2019

In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at as consumers switch brands every day because of poor customer experiences.

Customer Journeys 52

Customer Journeys Customer Experience Customer Centricity Survey 52

Beyond Philosophy

DECEMBER 8, 2015

In other words, there is much vocal punditry, and even whole books, on this subject, but little substantive proof. Powerful new research has produced results which allow companies to identify current levels of employee commitment and provides actionable direction on how to help them become more committed and active brand ambassadors.

Customer Experience 60

Customer Experience Study Insurance Leadership 60

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 31, 2022

3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. You don’t want to scare your customers away. But that is exactly what some companies and brands do. You don’t want scary CX, do you?

Customer Service 12

Customer Service Social Media Advertising Retail 12

SmartKarrot

FEBRUARY 15, 2022

He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Toporek also authored the book “Be Your Customer’s Hero”, and co-hosts the podcast ‘Crack The Customer Code’ along with Jeannie Walters.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10