ShepHyken

DECEMBER 16, 2020

The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. It really doesn’t matter whether you know the company well or not.

Company 151

Company Customer Service Customer Service Training Customers 151

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Take a moment to think.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. Conclusion.

Customer Focused 120

Customer Focused Chief Customer Officer How To Metrics 120

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.

Customer Service Training 103

Customer Service Training Training Customer Service B2C 103

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

ShepHyken

JUNE 23, 2021

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? Still, some companies are still struggling. And, there are companies that you think would have been impacted, but somehow they did well – and continue to do so. It doesn’t have to be exactly the same.

Company 138

Company Customer Service Training Retail Industry 138

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. I am sharing the five rules for dealing with company politics that I learned over my career. Rule #4: Focus on the customer. .

Company 148

Company Management Consulting Measurement 148

ShepHyken

NOVEMBER 1, 2017

They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. The retail salesperson was sharp.

Customer Service Training 99

Customer Service Training Training Customer Service Airlines 99

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 260

NPS Customer Centricity Automotive Tips 260

CSM Magazine

SEPTEMBER 28, 2016

Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company. Are they perfect?

Customer Focused 40

Customer Focused Company Airlines Culture 40

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. But it’s also challenging to find that balance between leading a company and fulfilling other passions. It pays to have a female leader.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Comm100

JULY 28, 2016

A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. Q: How do most organizations and companies fail their customers?

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Comm100

NOVEMBER 30, 2017

You could simply give technical training on the new system, then let your agents loose. This could mean though that agents aren’t prepared enough to adapt their existing customer service knowledge to the live chat system – which could cause negative encounters with customers through misinterpreted comments, slow chats, or grammar gaffes.

Training 102

Training Customer Service eBook Tips 102

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Not all companies have this problem though. There are nine orientation areas that we use to determine a company’s customer centricity level.

Company 160

Company Customer Centricity Leadership Consulting 160

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter.

Customer Centricity 120

Customer Centricity Culture Tips Company 120

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. “Creating fewer ruined days for customers.” Whether it’s as individuals or representing a company, we are human. They want to please their bosses, their teammates and their customers.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. In the best-run companies, the culture is contagious – for both the employees and the customers.

Culture 154

Culture Hotels Customer Service Training Training 154

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

Training 118

Training Customer Service Training Culture Brands 118

CSM Magazine

FEBRUARY 21, 2022

If you’re a trucking company, then providing excellent customer service is essential to your success. In this article, we will discuss 20 tips that will help you give your customers the best possible service. This will help them stay on schedule and meet the needs of customers. Have basic mechanical training.

Tips 52

Tips Customer Service Company Transportation 52

CSM Magazine

APRIL 12, 2022

I have often wondered what the customer believes they can ascertain through their abusive stance as often a customer service advisor, and even the department manager, cannot change what a company has in place. Delays are natural and usually outside of the customer service department’s control.

Customer Service Training 52

Customer Service Training Training Customer Service Policies 52

ShepHyken

JANUARY 4, 2017

One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. Each and every employee must be properly trained. Customer service isn’t just for the customer service department or the front line.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. What’s my secret?

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Cultural readiness for stakeholder-centricity.

Survey 111

Survey Company Leadership Study 111

ShepHyken

JULY 29, 2020

If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. Think about why you like to do business with your favorite companies.

Customer Experience 258

Customer Experience Customer Service Hospitality Customer Service Training 258

ShepHyken

SEPTEMBER 14, 2022

Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. The company can’t keep up. Follow on Twitter: @Hyken.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

ShepHyken

SEPTEMBER 26, 2018

When your customers can buy what you sell from others, that’s called competition. If they’re selling the same thing, why should I buy from one company over another? Is it the customer service? . Your customers want your product to meet their expectations. That also makes it a commodity. Is it the quality of the product?

How To 630

How To Automotive Competitive Advantage Customer Service Training 630

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.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Customer Enthusiast

MARCH 30, 2016

Whenever Cooper goes to the free throw line to shoot a critical free throw, I encourage him with these words: “Trust your training.” You see, in the absence of all the time and effort he’s put into his basketball training, he would have no assurance of making one or both free throws. Can you trust your training?

Training 40

Training Customer Satisfaction Retail Consulting 40

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. The cost of employee turnover goes beyond hiring and training. That can cause customers to leave as well. The few I’ve mentioned are easy and fun to do.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

JANUARY 15, 2020

Train everyone in your organization how to respond using this process. Training is important to ensure consistency. While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. Get the process on paper and train… and then train again.

Training 154

Training Customer Service Training Exercises Course 154

ShepHyken

NOVEMBER 30, 2022

A company changed its invoicing terms. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . The point of this is to think about changes you make that aren’t customer-focused. Many customers complained, and some even left. . They were wrong.

Policies 120

Policies Customer Focused Customer Service Training Software 120

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

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 78

Self Service Customer Service Airlines Touchpoint 78

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. So while there are many, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization. Put the customer first.

Customer Service 48

Customer Service Company Culture Customer Service Training 48

ShepHyken

SEPTEMBER 16, 2020

It’s the same for certain aspects of customer service. First, the department that is often referred to as “customer service” should not be viewed as a cost center. Done right, it is what makes your company profitable. Customer service representatives save customers that are unhappy and, in many cases, ensure customers come back.

Customer Service 167

Customer Service Customer Service Training Training Customer Service Representative 167