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

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” This is how it’s done!

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

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

Michel Falcon Experience

JANUARY 3, 2020

As leaders of our businesses we need to do the following habitually in order to improve our customer experiences: Make improving customer experience a priority, instead of a thought or idea. Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Customer Service Skill #2.

Customer Service 99

Customer Service Strategy Culture Call Center 99

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 67

Customer Service Loyalty Programs Hotels Loyalty 67

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

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

APRIL 8, 2019

A good service opportunity went bad. Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. but it’s worth it.

Customer Service 100

Customer Service Hotels Hospitality Government 100

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? Will I have a poor brand? Customer Experience. Could they be trained more frequently? Yes, you do!

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. It’s all about creating the right culture! It’s snappier, yet still reflective of a colorful Southwest.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. Align to the core values of your brand.

Customer Service 120

Customer Service Airlines Transportation Travel 120

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Government Hospitality Trends 80

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

Michel Falcon Experience

OCTOBER 21, 2019

To put it another way, their engineering, business development, and brand teams are much larger than their customer service or HR teams and receive a larger piece of their operating budget. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company. Utility Sector.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Talk about delivering customer amazement!

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

Kustomer

FEBRUARY 25, 2021

Hiring is one of the earliest engagement touchpoints in which an organization can set clear and specific expectations for interviewees and incoming customer experience agents. Creating a Culture of Learning by Habit. And same thing with effectiveness and applicable training. Helping Employees Identify Their Purpose.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company. Utility Sector.

Call Center 52

Call Center Company Telecommunications Banking 52

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. How do you collect this data? .

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

FEBRUARY 5, 2023

Why Customer Loyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 64

Customer Service Government Loyalty Customer Satisfaction 64

ShepHyken

FEBRUARY 5, 2023

Why Customer Loyalty is So Important in 2023 by Adam Jeffs (CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62