TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kustomer

JULY 22, 2021

Listen Now: Listen to “3 Key Strategies to Achieving High Growth with High Customer Satisfaction | With Sophie Vu” on Spreaker. You can also listen and subscribe to our podcast here: Full Episode Transcript: 3 Strategies to Achieve Growth with Customer Satisfaction. TRANSCRIPT. Intro Voice: (00:04).

Customer Satisfaction 98

Customer Satisfaction Strategy Omni-Channel Chatbots 98

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. There are a number of ways organizations measure customer satisfaction.

Measurement 154

Measurement Net Promoter Score Effort Score Customer Satisfaction 154

One Millimeter Mindset

FEBRUARY 25, 2019

If your organization or association equates people value with customer satisfaction scores, how do you communicate these outcomes to internal stakeholders? When customers complain about products and/or your people? Book a 45-minute strategy session with me. And then what happens? Do you only share negative findings?

Customer Focused 74

Customer Focused Communication Strategy Customers 74

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. At the same time it’s essential that your staff should find it easy to provide a good service to customers.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

ShepHyken

DECEMBER 21, 2020

(Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. That’s right, air travel got better while the world fell apart, at least according to the latest numbers from the American Customer Satisfaction Index (ACSI), a closely-watched barometer for customer service. Thank you, Dan!)

Customer Service 157

Customer Service Airlines Tips Customer Service Strategies 157

ShepHyken

NOVEMBER 30, 2016

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A good customer service experience is doing what you are supposed to do. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. That’s expected. It’s satisfactory.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 48

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. Total Customer Satisfaction. In his book, Delivering Happiness: A Path to Profits, Passion, and Purpose , Hsieh says he hires for those core values. Always Do What is Right.

Culture 112

Culture Exercises Customer Service Training Brand Values 112

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Retently

FEBRUARY 9, 2024

These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. Moreover, customer satisfaction surveys can turn satisfied and loyal customers into advocates for your brand. This data can inform future strategies to enhance overall customer satisfaction.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

OCTOBER 13, 2023

How can we use this stream of information to improve customer satisfaction , streamline operations, and increase efficiency? Prioritizing Changes: Based on customer feedback, a restaurant may prioritize menu enhancements over interior decor changes if menu dissatisfaction is a recurring issue.

Feedback 52

Feedback Examples Social Media e-support 52

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Blake Morgan

JUNE 13, 2023

It’s all in the name of trust and customer-centricity. Andres Barry, President of JetBlue Travel Products, says customers have become more selective about how they book travel and want a company they can trust if something unexpected happens. Barry and his team meet daily to discuss the previous day’s customer interactions.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

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

ShepHyken

MARCH 5, 2019

They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. In Shep’s Opening Monologue… He discusses the importance of creating a customer-focused company culture and how to go about it.

Hotels 96

Hotels Culture Customer Focused Training 96

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Customer Bliss

DECEMBER 28, 2017

Implementing a new customer experience strategy isn’t easy and there’s a lot to learn along the way. Implementing a new customer experience strategy isn't easy and there's a lot to learn along the way. Is Your Customer Service Department a Factory of Sadness? How Does a Customer-Focused CEO Make Decisions?

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

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

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Service Untitled

MARCH 26, 2010

Service Untitled The blog about customer service and the customer service experience. Everyone has a customer they want to satisfy and therefore the focus has to address needs, expectations, and behaviors. With current customers, is the company producing the products they want?

Customer Focused 42

Customer Focused Training Groups Customer Retention 42

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

NobelBiz

NOVEMBER 2, 2020

While everybody says they’re focusing on customer satisfaction and customer experience, most are actually prioritizing sales. It’s not wrong, it’s just not future-proof, and those profits you keep focusing on by ignoring vital CX aspects could cost you in the long run. There’s no room for anything else.

Call Center 52

Call Center Customer Centricity First Call Resolution How To 52

Retently

OCTOBER 18, 2022

The good news is that your business can “steal” many of these techniques to improve your own customer satisfaction ratings. They now have access to Amazon Prime TV entertainment content, and even priority booking for tickets to shows and concerts. After all, a customer-focus ethos is free to adopt.

NPS 88

NPS Self Service Ecommerce Effort Score 88

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

ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Michelli Experience

DECEMBER 23, 2015

Since so many leaders see “customer experience” enhancement as critical to business success, it logically follows that customers must be delighted by all the extra effort companies are putting behind their high-priority customer-focused initiatives, right? Well, not exactly. Actually, not at all.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

SurveySensum

NOVEMBER 3, 2023

Here’s what this trend does in action: Measuring Customer Satisfaction: Instead of just tracking call times, companies now focus on metrics like NPS and CSAT to understand how well they meet customer needs. This trend is all about keeping customers happy and, in turn, ensuring the success and growth of businesses.

Trends 52

Trends Self Service Customer Service Chatbots 52

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I always say, “Happy employees make happy customers.”

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

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

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 31, 2020

The Customer is Your Bottom Line. They discuss his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise , and strategies for hiring the right team, building the right service vision and delivering an unparalleled customer experience. Being nice to your customer doesn’t cost anything.

Hotels 65

Hotels Customer Satisfaction Loyalty Leadership 65

ShepHyken

JUNE 4, 2018

(CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. My Comment: Happier employees mean happier customers.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Beyond Philosophy

MAY 23, 2016

In addition, the merger reduces the competitive field, which is never a great thing for customers. Time Warner has performed badly on the American Customer Satisfaction Index for years, scoring just 51 out of 100, representing the worst overall rank of any industry. I am a customer of Bright House. There solution?

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

ViiBE Blog

AUGUST 27, 2021

Customer experience is broader and encompasses factors like how easy it is to complete a purchase, how good the customer service is, and how good the product or service is. When combined, these factors can give you an overview of your overall customer experience. Free Retail E-book available now! Download now. Conclusion.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52