ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Ensuring A Positive Employee Experience by Brian Berns. Bots are about to get better at customer support than humans by Michael Sikorsky and Rita Gunther McGrath. For information contact or www.hyken.com.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! Growth happens. Weak signals become strong signals.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Russel Lolacher

MARCH 2, 2022

Quite frankly, if the organization is not rooted in all ten of the foundational principles, I’m afraid it’s quite challenging to be customer-centric. Every organization says it wants to be focused on the customer but what gets in the way of words meeting reality? . People (employees, customers, vendors, partners, etc.)

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Customer Retention 154

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D.,

Brands 60

Brands Company Customer Experience Banking 60

ShepHyken

JULY 18, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. But change isn’t always bad. Follow on Twitter: @Hyken.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

Wootric CX Blog

FEBRUARY 14, 2019

At Wootric, Lisa works with our phenomenal team to build a modern approach to enterprise customer feedback management. She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software. Maxie Schmidt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132