CloudCherry

AUGUST 27, 2019

And, when asked about an experience with a brand that completely blew him away? Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. 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.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

JANUARY 28, 2020

What would it cost to lose 10% of your customers? What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand? That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization. Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Create business cases and situations. Identify gaps in the current CX strategy.

Strategy 305

Strategy Customer Experience How To Customer Journeys 305

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 90

Customer Service Contact Center Customer Centricity B2B 90

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. by Annette Franz. (CX

Customer Service 71

Customer Service Customer Centricity Retail Customers 71

ShepHyken

DECEMBER 30, 2019

the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief. SmartBrief) This article shares five ways to get your employees excited and involved in creating a customer-centric experience. It is part of the culture. Be it Alexa, Google, Siri, etc.,

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

SEPTEMBER 18, 2017

Finding A Company You Love Regardless Of Product: Lessons In Customer Service by Murph Krajewski. Forbes) As I pass through an organization, there are hundreds of touch points where a brand can either solidify our relationship or prove to me that I’m not important to them beyond the transaction. This is how it’s done!

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

OCTOBER 28, 2019

Four Brands Getting Customer Experience Right by Ryan Hollenbeck. Chief Marketer) Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never been more important. Here are four examples from four brands on how they are delivering a great customer service experience.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Fast Company) Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line.

Customer Service 71

Customer Service Hospitality e-support eBook 71

ShepHyken

AUGUST 10, 2020

The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. CustomerThink) If you claim to be customer-centric are you sure you’re truly walking the talk and not just talking about customer service excellence? My Comment: This article falls into building a CX culture.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

APRIL 8, 2019

(CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. but it’s worth it.

Customer Service 103

Customer Service Hotels Hospitality Government 103

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. by Kushal Dev. Great article! Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

OCTOBER 16, 2023

Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed (Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. 1 digital priority among today’s brands? A fun way to share some important concepts.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

Talkdesk

JULY 20, 2016

In this post, we’ll explore the three most common customer service mistakes businesses make in their effort to reshape themselves into customer-centric companies and we’ll review what can be done to turn these mistakes into lessons on the path to success. Customer service representatives serve as the face of your brand.

Customer Service 40

Customer Service How To Customer Centricity Call Center 40

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Integrity Solutions

JULY 9, 2019

By understanding customer needs, delivering value based on those needs and helping customers achieve their goals, they consistently create deep, trust-based relationships that make their organization and brand stand apart from the rest of the field. Four Steps to Enhance Your Relationship Impact.

Loyalty 53

Loyalty Sales Customer Centricity B2B 53

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Put things in context.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

DECEMBER 11, 2017

However, many people I talk to don’t quite understand exactly what it means and how it differs from customer service or satisfaction. This “guide” is a great resource as it gives a clear picture of what customer success is along with ten ways brands are using the concept to their advantage. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. by Andrew Reid.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ProProfs Chat

MAY 21, 2020

Discuss the Work-Culture & What Candidates Can Expect. Create a Customer Service Job Description Template in Three Simple Steps. The reason why customer service jobs are becoming more popular these days is because they end up leaving an impact on the sales of an organization – a positive one.

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

JULY 10, 2023

For many, the cycle of recruiting, hiring, onboarding, and training amounts to a revolving door. At that rate, it’s especially challenging to cultivate a culture that prioritizes customer experience excellence that consistently delivers memorable wow moments. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Tips Social Media Consumers 12

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 13, 2017

Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ECXO

DECEMBER 26, 2023

The Digital-First Customer Experience: Seven Design Strategies from the World’s Leading Brands by Joe Wheeler. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. messaging, social media, live chat, video chat, online reviews). Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Integrity Solutions

SEPTEMBER 2, 2021

To understand how they can do this, you first have to understand the different types of customers. 3 Different Types of Customers. Dissatisfied Customers. After all, part of what makes salespeople successful is the degree to which they have confidence in their company’s ability to deliver on the promises being made to customers.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74