ShepHyken

APRIL 12, 2021

When you read it, consider how little breakthroughs can enhance the customer experience. How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell. So it stands to reason that the experience, for even our most loyal customers, may have changed. Interesting idea. Follow on Twitter: @Hyken.

Competitive Advantage 81

Competitive Advantage Customer Service Tips Culture 81

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. 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. The headline is a fun one.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Retail Competitive Advantage Tips 86

ShepHyken

APRIL 22, 2019

My Comment: Innovation in customer service and CX is increasing as companies recognize the competitive advantage it gives them. Here is a list of how ten companies are using innovation to be competitive, and in some cases (potentially) disrupting their industries. Here are five ways to drive better response rates.

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

ShepHyken

AUGUST 17, 2020

(Retail Customer Experience) This article shares four customer experience practices that can frame short-term responses, build resilience, and prepare retailers for success in the days after COVID-19. My Comment: In the recent Consumer Sentiment survey conducted by McKinsey & Company, only a third of U.S.

Customer Service 93

Customer Service Retail Competitive Advantage Loyalty 93

ShepHyken

MAY 30, 2016

Study: What CEOs Really Think About Customer Experience by Tom Hoffman. My Comment: One of the sentences in the first paragraph of this excellent article read: “…a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.”

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72