Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. Share it with your colleagues and employees.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

ShepHyken

SEPTEMBER 21, 2022

You want employees to have a connection with leadership. . If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Leadership 73

Leadership Feedback Customer Service Training Training 73

ShepHyken

DECEMBER 22, 2021

We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Here’s a very short refresher in case you missed it.

Customer Service Training 131

Customer Service Training Leadership Video Feedback 131

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer.

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. First, create an empathetic connection.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

OCTOBER 17, 2018

Think about how big these brands are and how they have woven their way into our culture. Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. Coming in third was Amazon.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

AUGUST 6, 2018

My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. The goal is engaged employees who never want to leave.

Employee Engagement 95

Employee Engagement Leadership Customer Service Training Culture 95

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Five Ways to Humanize Customer Service by Jeff Toister. Toister Performance Solutions) Self-service is great and makes a lot of things easy.

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

ShepHyken

MARCH 4, 2020

Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.” Loyalty is an emotion.

Loyalty 164

Loyalty Customer Service Training Customers Training 164

ShepHyken

OCTOBER 7, 2019

At least for the foreseeable future, don’t ignore the importance of the human-to-human connection. 7 Tips for Creating a Customer-Centric Organization by Elizabeth Brockey. No matter what industry you are in, customers will make comments—online and off—that affect the future of your business. We’re not quite there yet.

Customer Service 113

Customer Service Infographics Customer Centricity Social Media 113

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Follow on Twitter: @Hyken.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. ” On the contrary, customer centricity starts inside of the organization. It is part of the culture.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. That’s when support must seamlessly and easily flip over to a human connection.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

APRIL 6, 2020

This article explores different ways to deliver value-added content that enhances the customer experience. Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. If you want happy customers, start with your employees. The concept is simple.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

APRIL 18, 2022

My Comment: Annette Franz is the author of Customer Understanding and the recent book, Built to Win , which is about creating a customer-centric culture that drives value. In this article, she approaches a concept from both books, which is about customer understanding being the cornerstone of customer-centricity.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Often, it’s the human and emotional connections that drive repeat business and loyalty. Artificial Intelligence (AI) is getting better and better.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 27, 2020

This list has the author’s “Top Ten” list of digital customer experience trends that will impact our businesses. I’ve written numerous times that technology has the ability to create a better experience, but can also distance a company from its human-to-human connection. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Government Hospitality Trends 83

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. It’s all about creating the right culture! How the Apple Watch will take this NYC restaurant’s customer service to the next level by Caitlyn McGarry.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ShepHyken

AUGUST 29, 2016

If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help. My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. Follow on Twitter: @Hyken .

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

AUGUST 8, 2022

I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc. That said, you’ll enjoy this author’s version of how to WOW your customers.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. As this article points out so well, a customer’s mobile device is not about the phone.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. Trust me, the effects of bad customer service are not worth it!

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. And, if you can add an emotional connection, even better. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. This is a heartwarming story of a personalized gift.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

SEPTEMBER 26, 2016

My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Now, there are multiple channels for the customer to use to connect to a company. Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. by Benjamin Noble.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

Customer Service 82

Customer Service Airlines Self Service Tips 82