ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. Welcome to Sage Book Club! If there was a book to add to the list, I would suggest Jay’s book Talk Triggers.

Customer Journeys 71

Customer Journeys Customer Service Loyalty Programs Loyalty 71

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies.

Customer Service 71

Customer Service Hospitality Contact Center Loyalty 71

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business.

How To 135

How To Retail Advertising Customer Service Training 135

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another?

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

MARCH 9, 2020

In a consumer context, reducing those bumps to make consumers’ journeys smooth, quick and enjoyable is the idea behind “frictionless” transactions. I even wrote an entire book about it, The Convenience Revolution , about the subject.) 100 Best Customer Service Books of All Time by BookAuthority.

Customer Service 127

Customer Service Chatbots Customer Service Training NPS 127

ShepHyken

AUGUST 9, 2021

10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. I even wrote an entire book devoted to this topic, The Convenience Revolution. Customers hate friction, and they will seek out the places that are easiest to do business with.

Customer Service 147

Customer Service Social Media Report Culture 147

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave.

Customer Service 76

Customer Service Loyalty Programs Loyalty Sales 76

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. My Comment: Even though the title indicates these books are “retail reads,” many are appropriate for any type of business.

Customer Service 71

Customer Service Customer Centricity Retail Customers 71

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. The author refers to these as projects to help refresh your customer service strategy.

Customer Service 93

Customer Service Social Media Tips Multi-Channel 93

ShepHyken

MARCH 9, 2020

In a consumer context, reducing those bumps to make consumers’ journeys smooth, quick and enjoyable is the idea behind “frictionless” transactions. I even wrote an entire book about it, The Convenience Revolution , about the subject.) 100 Best Customer Service Books of All Time by BookAuthority.

Customer Service 62

Customer Service Chatbots Customer Service Training NPS 62

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? 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. Navigate the trends: Customer-centric through a customer experience strategy.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Blake Morgan

APRIL 12, 2022

Harding says companies need to offer consumer-grade experiences to their agents so that agents can run their whole day from their mobile phones if needed. . Investing in self-service and knowledge management systems also reduces much of the burden on agents and allows customers to help themselves quickly.

Self Service 59

Self Service How To Contact Center B2B 59

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. The results?

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Course 127

ShepHyken

FEBRUARY 14, 2022

74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. But, are you asking the questions the right way?

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ShepHyken

NOVEMBER 22, 2021

Hiring customers isn’t new. I wrote about this in my book The Amazement Revolution almost ten years ago when I featured The Container Store and how they hire some of its best customers. Maybe one (or some) of your best customers might want to work for you? So, we surveyed 1,000+ US consumers to learn what they thought.

Customer Service 86

Customer Service Retail Competitive Advantage Tips 86

ShepHyken

DECEMBER 31, 2018

Consumers Are Willing To Pay More For Better Customer Service. Retail TouchPoints) Every day, consumers across the U.S. Retail TouchPoints) Every day, consumers across the U.S. My Comment: The title of this article begs the question: Should consumers have to pay more for customer service?

Customer Service 99

Customer Service Touchpoint Customer Centricity Customer Service Training 99

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Heart of the Customer

APRIL 25, 2019

We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. appeared first on Heart of the Customer. Next week we’ll kick off the fun […].

Customer Journeys 84

Customer Journeys Customer Focused Conference Resources 84

ShepHyken

SEPTEMBER 3, 2018

I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. 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.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

AUGUST 6, 2018

(Acquire.io) The secret to acquiring new customers, offering top notch customer service, and wooing your existing customers to stick to your brand is as simple as understanding consumer behaviors. The author examines some of the psychological triggers to creating a better customer service experience.

Customer Service 67

Customer Service Social Media Culture Tips 67

ThriveableBiz

NOVEMBER 13, 2023

In Jack Trout & Steve Rivkin’s classic book “ Differentiate Or Die ” they say … “In order to reinvent the idea of a unique selling proposition (or USP) and differentiate their products from competitors’, companies must move away from differentiation based solely on product, and engage consumers in ways that truly reach them.”

Innovation 52

Innovation Entertainment Customers Customer Focused 52

Service Untitled

APRIL 2, 2010

Service Untitled The blog about customer service and the customer service experience. The stores were all designed and recreated using the feedback of customers and customer focus groups that had been developed. So what did customers say they wanted? The customer focus group wanted wide and clutter free aisles.

Customer Focused 40

Customer Focused Self Service Groups Customer Satisfaction 40

Beyond Philosophy

FEBRUARY 19, 2019

Her new book, The Shopping Revolution: How successful retailers win customers in an era of endless disruption , details her experience as Director of the Patty and Jay H. However, she noticed the respondents in these conversations were not talking about customers. Then, she reviewed her marketing books.

Retail 142

Retail Competitive Advantage Leadership Examples 142

ShepHyken

MAY 16, 2022

How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess. ClientSucces) When a new customer joins your book of business, there are some things that are known right out of the gate. What makes a consumer tick? Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

BirdEye

NOVEMBER 8, 2023

eCommerce review sites allow consumers to share feedback and experiences about products, services, and businesses they interact with online. For your business, being listed substantiates your online reputation , influencing consumer trust and purchase decisions. What are eCommerce review sites?

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

ShepHyken

MAY 30, 2018

As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem. Not for the foodservice people, but for consumers. If all they wanted was information, they would buy everyone a book. Why do my clients want a speaker?

Transportation 95

Transportation Conference Sports Customer Service Training 95

ShepHyken

MAY 17, 2021

(destinationCRM) When you add together a year that turned marketing on its head, a rise in consumer expectations for how brands engage with them, and growing angst and regulation around data privacy, there’s no denying that brands must prioritize customer retention efforts in 2021. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Customer Retention Tips Brands 81

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: alancleaver_2000 Possibly Related Posts: It’s all in your attitude At the local grocery store yesterday, a consumer was having. Customer focus development Customer focus is more than just adding directions to your.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

ShepHyken

APRIL 11, 2022

With the average American consumer spending more than $2,000 a year on coffee, this sounded like an incredible deal for coffee drinkers — begging the question, how could Panera possibly justify such generosity? Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld by Liam Burns. For just $8.99

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

CSM Magazine

FEBRUARY 13, 2020

The training should include your company’s philosophy and make clear your customer service vision and mission. Disney is a good example of customer focused employee on-boarding. That way you’ll gain the customer’s respect and your company’s reputation will remain intact. Encourage customer complaints.

Customer Service 80

Customer Service Social Media Ecommerce Culture 80