Blake Morgan

JULY 11, 2023

That data is then broken down by property to find trends in how customers view certain properties or hotel brands and is also broken down by type of customer. Seeing a need for more short-term housing in America, Choice Hotels invested heavily in extended-stay properties by acquiring brands and building new hotels.

Customer Focused 45

Customer Focused Strategy Data Hotels 45

ImprintCX Articles

NOVEMBER 27, 2023

Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Blake Morgan

NOVEMBER 29, 2022

Their excitement and feedback provide valuable insights to Cruise and establish those early riders as brand ambassadors—a staggering 96% of riders say they trust Cruise and want to ride again. That confidence helps establish the brand in the community as more people experience it for themselves and can vouch for the safety and experience.

Customer Focused 59

Customer Focused Employee Engagement Innovation Connections 59

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Two brand new identical buildings were built, side by side. We’ll refer to them as Company X.

Customer Focused 99

Customer Focused Self Service Touchpoint Banking 99

Blake Morgan

AUGUST 29, 2022

Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. Carrera says The Halal Guys is very involved in understanding customers’ preferences and patterns through data, largely through their app usage.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

Experience Investigators by 360Connext

APRIL 9, 2015

When beginning an initiative to improve the customer experience, referring back to the brand promise is essential. Your brand promise is a means for setting customer expectations , but is typically written from the company perspective. How do you want customers to experience your brand? Barnes & Noble.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture. A Closer Look.

Employee Engagement 529

Employee Engagement Engagement Culture Employee Experience 529

InMoment XI

JANUARY 27, 2022

Whatever they choose, I can tell you with certainty that when customers have a negative experience, they develop a negative perception of the brand. And this negative perception doesn’t stop with one person, research indicates that an individual’s negative experience with a brand is shared with at least five other people.

Airlines 529

Airlines Customer Experience Policies Financial 529

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. The strength of your organisation’s capability to listen, understand, and act upon customer feedback is crucial.

NPS 260

NPS Customer Centricity Automotive Tips 260

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ShepHyken

AUGUST 9, 2017

While good customer service training teaches the how-to’s, great customer service training goes into the mindset – and, that’s more than having a great attitude with lots of smiles and a warm personality. That’s important, but a customer-focused mindset goes beyond that. Does he or she deliver? Follow on Twitter: @Hyken.

Customer Focused 79

Customer Focused Customer Service Training Training Customers 79

ShepHyken

FEBRUARY 27, 2019

Their name is a bold statement that is not just a name, but a brand promise. So as a customer, we will expect nothing less than an incredible customer experience. And those three words, incredible customer experience (what they refer to as I.C.E.), I want to try some of what they call incredible.

Brands 113

Brands Handbook Banking Customer Service Training 113

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What are the Advantages of Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

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. That’s actually their brand promise: “The Helpful Hardware Place.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Brands 121

Brands Customer Service Self Service Advertising 121

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. There’s no such thing as the perfect brand. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector.

Brands 36

Brands Retail Culture Leadership 36

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. All customers today want fast, accurate and comprehensive service, but increasingly they require more – they want to have meaningful conversations that engage them with the brand. Published on: February 22, 2017. Monitoring VI.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

CSM Magazine

MARCH 31, 2020

Join us as we discuss: Train agents to engage and retain customers by delivering a personalised service: CS agents are the human face of your brand and their engagement with your customer counts. Learn what training and soft skills your CS agents need, to showcase your brand in the most positive light possible.

Customer Focused 52

Customer Focused Exceptional Customer Service How To Culture 52

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

JUNE 13, 2018

While it includes customer service, which is a big part of the overall experience, it is also how your offerings are packaged, your advertising and marketing messages, and more. It’s every interaction, human or otherwise, that you have with the brand. Then there is the definition of customer service. Follow on Twitter: @Hyken.

Interaction 100

Interaction Brands Advertising Customer Service Training 100

ShepHyken

SEPTEMBER 27, 2017

This was a major brand with locations throughout the US. I’m sure that any executive of this brand would cringe at the response the manager gave me… “I really shouldn’t expect the same service or quality I’m accustomed to…” Really?! The logo is the logo, and the brand is the brand! You know the answer.

Brands 86

Brands Customer Service Training Online Experience Groups 86

COPC

APRIL 6, 2018

Industry-specific (or even brand-specific) metrics are also important and should be implemented where appropriate. Furthermore, companies should strive to place these metrics within the wider context of the entire customer journey. The post Emphasizing Customer-Focused Metrics in Non-Voice Channels appeared first on COPC Inc.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

InMoment XI

OCTOBER 3, 2022

Customizing the question offers three key benefits: Better engagement. Brand experience. Use your brand voice to state the question in a way your customers have come to expect. Loyal customers who are a great source of referrals. Customers who are satisfied with the service but are susceptible to competitors.

NPS 260

NPS Net Promoter Score Feedback Social Media 260

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation. billion valuation.

Brands 99

Brands Customer Experience Retail e-support 99

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Think Customers

JANUARY 26, 2016

As one of the world's most iconic brands, McDonald's has fallen on some hard times in recent years. Part of the reason McDonald's has misfired is that it lost touch with its customers' interests. The world's largest restaurant company has suffered disappointing sales growth and declining margins. 1to1Media.com/weblog.

Customer Focused 40

Customer Focused Trends Sales Customers 40

Experience Investigators by 360Connext

JUNE 1, 2015

And when this package travels beyond Bodybuilding.com’s control and into the care of a shipping company, it’s kind of like saying “You can keep us happy by keeping our customers happy.”. Customer-focused. It’s not about being the best at what they do, it’s about the experience the customer has with the brand.

Brands 110

Brands Roadmap Retail Video 110

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Lumoa

MARCH 21, 2023

My chapter is focused on designing for moments worth experiencing from a macro level. I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

InMoment XI

MAY 24, 2022

Companies with high rates of employee advocacy, and its accompanying strong set of business outcomes, are those which have embedded commitment and customer focus into the enterprise DNA, and where the culture, operations, and processes all flow through stakeholder value creation. . How Does EX Improvement Impact Customer Behavior?

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Optimove

MARCH 10, 2022

It’s especially true when this client is a telecommunications brand. Because, as opposed to your run-of-the-mill brick-and-mortar retailer, for example, telco companies bring with them two “legacy” differences: 1) they were always offering a multichannel customer journey. And to be more precise: the customer data.

Brands 52

Brands CRM Telecommunications Call Center Solutions 52

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Are they helpful?

Automotive 123

Automotive Advertising Brands Customer Service Training 123

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. This piece was originally published by Hyken : “I’ve written about the customer service gap before.

Brands 59

Brands Leadership Voice of Customer Survey 59

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

ShepHyken

OCTOBER 26, 2022

Some may call that employee a brand ambassador or advocate for the company, but I have a new title for that individual: CEO of the Moment. . They can deliver on your brand promise – or not. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. You get the idea. .

Training 116

Training Customer Service Training Culture Brands 116