ShepHyken

MAY 1, 2019

Just opening the box of an Apple product is an incredible customer experience. This is one of America’s most iconic brands. First, they deliver amazing service. More than the typical friendly service that’s expected, they provide helpful service. That’s actually their brand promise: “The Helpful Hardware Place.”

Brands 124

Brands Customer Service Self Service Advertising 124

ShepHyken

DECEMBER 17, 2023

It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. and amazing customer service. Eliminate friction!

Customer Service 61

Customer Service Customer Centricity Loyalty Programs Culture 61

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

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 73

Company Fashion Customer Service Training Comparison 73

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. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? So what’s a fearless CX champion like you to do?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 147

Customer Service Social Media Report Culture 147

ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Employees enjoy their coworkers. This one could be at the top of the list. .

Culture 68

Culture Employee Experience Customer Service Training Training 68

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. It’s baked into the culture.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

OCTOBER 11, 2017

In the past, I’ve written about the concept of how changing vocabulary can help shift an attitude and even a company’s culture. Southwest’s use of the two words, transparency and fare, align with their brand promise and is part of their customer experience. It’s a brand promise. Yes to low fares with nothing to hide.

Airlines 160

Airlines Travel Advertising Customer Service Training 160

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. Increase Brand Value. Total Customer Satisfaction. Is this the culture that you want to be a part of? As I was reading it, I came across a concept worth sharing.

Culture 112

Culture Exercises Customer Service Training Brand Values 112

ShepHyken

NOVEMBER 25, 2019

(Outsystems) CX refers to the ongoing relationship between a customer and your company. Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. How To Build A Winning Customer Service Culture In Your Company by Krishna Charan.

Customer Service 117

Customer Service Culture Trends Touchpoint 117

ShepHyken

AUGUST 19, 2019

ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Follow on Twitter: @Hyken.

Customer Service 119

Customer Service Leadership Ecommerce Culture 119

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

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

OCTOBER 17, 2018

The reason I bring this up is that I was reading an article about the top global brands. Interbrand just released their Interbrand Best Global Brands list, and it won’t surprise you to find out which companies are at the top of the list. Think about how big these brands are and how they have woven their way into our culture.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 305

Strategy Customer Experience How To Customer Journeys 305

ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. by Syrow Editorial Team.

Customer Service 95

Customer Service Hospitality Ecommerce Loyalty 95

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. What Makes Good Customer Service? This is one of the keys to their success.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 90

Customer Service Contact Center Customer Centricity B2B 90

ShepHyken

NOVEMBER 9, 2022

Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Follow on Twitter: @Hyken.

Competitive Advantage 71

Competitive Advantage Customer Focused Customer Service Training Meeting 71

Vonage

MARCH 6, 2017

Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

Customer Service 87

Customer Service Customer Retention Culture Tips 87

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Retail Interaction Hospitality 93

ShepHyken

JUNE 28, 2021

Consider listing the companies/brands that closely resemble your organization. Can Disney’s Customer Service Model Work in Government? Governing) In the public sector, customer service can easily devolve to “our way or the highway.” It’s interesting how the scores determine the ranking. Follow on Twitter: @Hyken.

Customer Service 145

Customer Service Government Customer Service Training Loyalty 145

ShepHyken

JUNE 17, 2019

While you can’t always say “yes” to a customer, you don’t have to say “no” either. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through.

Customer Service 111

Customer Service Call Center Feedback Culture 111

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

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

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

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 71

Customer Service Customer Centricity Retail Customers 71

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Customer Experience in the Age of AI by David C.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

AUGUST 10, 2020

And, even if the focus is on the customer support/care center, most of these are good ideas for anyone who has customers – both internal and external. 7 Strategies for Offering Free Products or Services (Without ‘Buying’ Loyalty) by Ad Age Collective Expert Panel. (Ad My Comment: This article falls into building a CX culture.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104