CX Journey

SEPTEMBER 19, 2014

Source: Genesys 80% of big companies described themselves as delivering “superior” service, but only 8% of customers say they’ve experienced “superior” service from these companies. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. Simon Sinek.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ShepHyken

APRIL 11, 2022

With the average American consumer spending more than $2,000 a year on coffee, this sounded like an incredible deal for coffee drinkers — begging the question, how could Panera possibly justify such generosity? Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. How do I hire right?

Handbook 69

Handbook Culture Innovation Consulting 69

ProProfs Chat

MARCH 1, 2019

The classic example of customer-centric behavior is Jeff Bezos representing the customer in his e-staff meetings using an empty chair as the symbol. To be customer-centric, businesses must make a culture shift, a mindset shift, and a behavioral shift. They should decide to do things with the customer in mind always.

Customer Experience 98

Customer Experience Customer Journeys Customer Centricity e-support 98

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MARCH 29, 2021

(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 79

Customer Service Competitive Advantage Retail Employee Experience 79

Beyond Philosophy

NOVEMBER 22, 2017

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. The stage includes ensuring that the employee has access to any applications and systems that are required for his job. Michael Lowenstein, Ph.D.,

e-support 89

e-support Banking Culture Consulting 89

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. This article highlights a recent J.D.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Equipped with AI-driven insights, employees can make data-backed decisions, leading to improved customer interactions and job satisfaction.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

ShepHyken

MAY 14, 2018

While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. This short article covers a clever promotion that is a win/win for the customer and the charity.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ProProfs Chat

MARCH 1, 2019

The classic example of customer-centric behavior is Jeff Bezos representing the customer in his e-staff meetings using an empty chair as the symbol. To be customer-centric, businesses must make a culture shift, a mindset shift, and a behavioral shift. They should decide to do things with the customer in mind always.

Customer Service 40

Customer Service Customer Journeys Customer Centricity e-support 40

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). This is closely related to one of the key perceptual gaps identified in the ServQual Model, i.e. between employees and customers.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

ShepHyken

JULY 25, 2022

Purposeful work can lead to employee fulfillment, which leads to long-term employment. AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. However, when done right, it can be an effective communication tool to gain new clients and customers.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

Beyond Philosophy

SEPTEMBER 17, 2015

About how we wanted his partners (retail employees) to treat Customers he said: “ Today’s financial market volatility, combined with great political uncertainty both at home and abroad, will undoubtedly have an effect on consumer confidence and perhaps even our customers’ attitudes and behavior.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

ShepHyken

JANUARY 30, 2023

How to Improve the CX in 5 Charts by Arielle Feger (Insider Intelligence) Providing a good customer experience (CX) isn’t just about getting positive reviews online—it’s about creating a relationship with your customer. It’s also about a better bottom line, which is harder to achieve these days as consumer spend slows.

Customer Service 23

Customer Service Banking Effort Score Tips 23

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

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. His diversified experience includes significant client-side, consulting-side, and agency-side tenures.

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. His diversified experience includes significant client-side, consulting-side, and agency-side tenures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. It’s about customers having trouble logging into a website. Follow on Twitter: @Hyken.

Customer Service 150

Customer Service Loyalty Programs Hotels Infographics 150

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

Customer Bliss

SEPTEMBER 14, 2017

This is experience + data + conversations. Those areas will get more exposed at 100,000 customers. Third up: tie this to employee experience. This involves customer survey results, training, and interactions between leadership and employees. Second up: put the journey together. Where are you not as good?

Communication 152

Communication Customer Experience Customer Journeys Government 152