Blake Morgan

JANUARY 20, 2022

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

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

NOVEMBER 22, 2021

(Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? My Comment: John DiJulius is one of the leading customer experience experts in the world. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Retail Competitive Advantage Tips 85

ShepHyken

MARCH 29, 2021

There is no doubt that automation is playing a key role in the customer experience, but it is far from eliminating the need for human-to-human interaction. The transition to more digital experiences aren’t just for your customers, but also for employees. I enjoyed this article on the struggle between humans and robots in retail.

Customer Service 78

Customer Service Competitive Advantage Retail Employee Experience 78

ShepHyken

APRIL 25, 2022

(Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

APRIL 22, 2019

Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

JANUARY 8, 2018

(Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists. Upgrade the experience for your employees and you upgrade the experience for your customers.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

MARCH 16, 2020

Why Customer Experience Is Now Job No. Knowledge@Wharton) The best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions. The decision to deliver a “compelling” customer experience starts at the top. 1 for CEOs by Wharton.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90