ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Our customers’ time is precious, and we must respect it.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Map your customers’ “fishing nets.”

Management 140

Management Customer Experience Design Customers Connections 140

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. Read the rest here. »

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

Forrester

OCTOBER 14, 2014

It''s a case study on Drop , an iPad-connected kitchen scale and recipe app, which was developed by a small team based in Ireland and is currently in pre-order. The Drop product that emerged out of their iterative design process is a simple, attractive, easy to use product that sets the stage for more connected kitchen products to come.

Connections 77

Connections Innovation Case Study Customer Experience Design 77

Storyminers

JUNE 2, 2015

The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Mike Wittenstein. Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is […].

Innovation 100

Innovation Connections Consumers Retail 100

Myra Golden

DECEMBER 5, 2018

Over the last fortnight, I’ve watched Eli and Kodjovi from Togo, Africa, and Kimberly from Claremore, Oklahoma, all nurse technicians, serve my dad with personal connection and enthusiasm. This team is surprising and delighting me with one of the best customer experiences I’ve ever had. People Over Tasks.

Connections 69

Connections Travel Hospitality Tips 69

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Beyond Philosophy

MAY 27, 2023

Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Connect with Colin on LinkedIn HERE.

Customer Experience Design 78

Customer Experience Design Customer Experience Data Connections 78

Beyond Philosophy

MAY 31, 2019

Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. We don’t choose between experiences; we choose between the memories of experiences.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 88

Customer Experience How To Consulting Conference 88

ijgolding

DECEMBER 5, 2016

So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience? The more companies seem to talk about Customer Experience and Customer Centricity, the more random our experiences as customers become. Allow me to explain… Bob and friends!

Customer Experience 120

Customer Experience Customer Journeys Resources Customers 120

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Groups 162

Groups Customers Consulting Examples 162

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Your customer service agents rely on audio daily as they support customers!

Training 105

Training Customer Service Contact Center How To 105

CX Journey

NOVEMBER 24, 2015

Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. Did you feel like you connected with the rep who answered the phone? I know how painful it can be to call customer service. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Myra Golden

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Is she eating healthy?

Customer Service 101

Customer Service Course Policies Retail 101

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service. Continue reading to learn more. .

Customer Service 65

Customer Service Hotels Social Media Hospitality 65

Strativity

JANUARY 5, 2018

Customer relevance is a moving target, and as a result, Customer Experience Design has gone through an evolution. The post The Evolution of Customer Experience From Consistency to Purpose appeared first on Strativity.

Customer Experience 40

Customer Experience Customer Experience Design Connections Customers 40

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend. Graphics/Sound.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Myra Golden

MAY 7, 2020

They’re likely seeing a rise in customer frustration. They need to connect with one another. Connect with your team in video meetings, and make the get-together fun. They need contact, connection, and communication – and the break from serving customers. They need to exhale. They need to laugh.

Customer Service 71

Customer Service Tips Meeting Video 71

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times.

Social Media 113

Social Media Customer Service Consulting Study 113

Myra Golden

MAY 7, 2021

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. ” SMART question! Sign-up.

Video 75

Video Connections Interaction Customers 75

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. 116 years, 8 of them with an emphasis on customer experience.

Brands 350

Brands Healthcare Roadmap Exercises 350

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times.

Social Media 100

Social Media Customer Service Consulting Study 100

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. And, it’s the same with customers. Now I didn’t always do this.

Training 93

Training Course Meeting How To 93

Customer Guru

FEBRUARY 23, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Groups 112

Groups Marketing Customer Experience Financial 112

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Listen to your customers and engage with them.

Data 131

Data CEM Loyalty Consulting 131

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Myra Golden

NOVEMBER 30, 2018

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.

Course 84

Course Training Interaction Connections 84

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. It helps potential customers warm up to a product.

Video 100

Video Entertainment Customer Service Social Media 100

Michelli Experience

AUGUST 15, 2017

Your Customer Experience Defined. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you. As a customer experience consultant, I disagree. is a professional speaker and chief experience officer at The Michelli Experience.

Social Media 113

Social Media Consulting Brands Customers 113

Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. In essence, they are the things you and your customers call your own.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100