ShepHyken

MAY 4, 2022

Of course, I thanked her and I found my seat, just a few rows from the front of the plane. To share compliments like Bailee, you have to be engaged and present for each and every customer. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. No faking it.

Airlines 130

Airlines Customer Service Training Course Engagement 130

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. For example, ours at Shepard Presentations is “Always Be Amazing.” Have a contest to see who can deliver the best experience to an external or internal customer. Of course, you should share the best of the best.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

JUNE 28, 2021

(Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. Are You Using these Customer Experience Power Phrases? Of course, you do! and loyalty.

Customer Service 145

Customer Service Government Customer Service Training Loyalty 145

Customer Bliss

JANUARY 17, 2019

After taking a course led by James Heskett and Earl Sasser who wrote The Ownership Quotient , Lisa was excited to come back to Netspend with a business case that supported creating customer experience at Netspend. I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Company How To Chief Customer Officer 190

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. Head of Customer Experience Trait No.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

CloudCherry

JANUARY 21, 2020

Identifying essential CX metrics and tracking them regularly can help programs stay on course. And you’ll have more formalized processes for taking action on customer feedback and sharing insights with your leadership and frontline teams. Employees at every level expect to listen to and learn from customers often.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Industry 100

Industry Culture Metrics Customer Centricity 100

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

AUGUST 30, 2017

Ted Janusz is one of our amazing trainers at Shepard Presentations. He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Of course, Ted was flattered and very appreciative of the kind words.

Customer Service Training 113

Customer Service Training Course Customer Service Training 113

NobelBiz

NOVEMBER 9, 2021

To begin, let’s define two phrases that are frequently used interchangeably: “customer-centric” and “customer-oriented.” What defines a Customer-focused company? Its goal must no longer be to sell items, but to give a service to the customer: a monumental task! Then what does it mean to be customer-centric?

Customer Centricity 52

Customer Centricity Strategy Contact Center How To 52

SaleMove

MARCH 12, 2021

Bob Dylan’s protest anthem The Times They Are a Changing was a clarion call to action for the youth of the 60s that had profound effects on our culture and politics. Of course, new leaders often rise and replace the former frontrunners during times of change. Tech Decisions are Not Just About Tech Anymore.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

Peter Lavers

FEBRUARY 21, 2019

It presented a huge opportunity to learn about emerging technologies, get one-on-one advice from experts, and hear about the successes and challenges faced by global business leaders and industry disruptors. HR – staff engagement/talent/culture/performance management. CustExp – Customer Experience.

Conference 66

Conference Leadership Culture Customer Centricity 66

ClearAction

SEPTEMBER 29, 2016

In addition to reaching out with special thanks to all our consulting clients, online customers, and team members throughout October, we are offering many activities that YOU may enjoy: October 1-31 : Coaching 10% Discount Code = CXDAY. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. Growth is optional.”

Leadership 52

Leadership Software Chatbots Banking 52

SaleMove

MARCH 12, 2021

Bob Dylan’s protest anthem The Times They Are a Changing was a clarion call to action for the youth of the 60s that had profound effects on our culture and politics. Of course, new leaders often rise and replace the former frontrunners during times of change. Tech Decisions are Not Just About Tech Anymore.

Contact Center 52

Contact Center Self Service Customer Care Innovation 52

Integrity Solutions

SEPTEMBER 28, 2023

To create a true customer service culture where, by definition, customer needs are not just met but exceeded, customer-facing teams need to view customer service and sales as one and the same. Customers expect to have their needs and opportunities looked out for.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Kustomer

AUGUST 26, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on.

System 98

System Customer Journeys Tips Customer Service 98

Kustomer

DECEMBER 17, 2020

Sioban hopes companies will understand that opportunity is presented to everyone. To learn more about the secrets to connecting with customers, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. It’s very, very clear.

Connections 80

Connections Conference Loyalty Survey 80

Storyminers

JULY 6, 2020

Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

DECEMBER 18, 2018

Google and its culture are built around four cornerstones- mission, transparency, voice, and space. This article will talk about 20 innovations in its culture and the takeaways from each of them and why it will always remain one of the best places on Earth to work for. Here are 20 takeaways of Google’s innovation culture: 1.

Culture 71

Culture Innovation Policies Feedback 71

Service Untitled

SEPTEMBER 17, 2010

Service Untitled The blog about customer service and the customer service experience. Also, customers complained most items were more expensive than other competing stores. It’s more or less a judgment call, and higher profit margin products have been making their presentations.

Poor Customer Service 42

Poor Customer Service Customer Service Retail Rewards Programs 42

ShepHyken

APRIL 3, 2023

It’s the last group that will win the digital customer experience game. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. He’s written a short article about Glossier, a well-known and respected beauty brand with a “die-hard customer-first culture.”

Self Service 9

Self Service Customer Service e-support Retail 9

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

MAY 26, 2020

He is passionate about customer loyalty, engagement, and management. He is a keynote speaker, a New York Times and Wall Street Journa l bestselling author and is currently the CSP, CPAE, and CAO (Chief Amazement Officer) at Shepard Presentations. Why Use the Word “Cult” with Customer Service? Like CULTure, culture.

Customers 52

Customers Groups Exercises Customer Experience 52

Grade.us

APRIL 18, 2017

The locale you’re targeting has its own set of rules, customs, cultures and norms. Learning how to speak the lingo, observe important customs and uphold norms is a crucial part of fitting in. We’re willing to send all of our customers (something he wants), exclusively to their co-op. Of course they are!

Strategy 39

Strategy Marketing Groups Consulting 39

Customer Bliss

AUGUST 2, 2016

That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . In our conversation, Jeb discusses how the role has evolved, how he has built the team, and how he engages engineers and a very action driven culture to care about and improve customer experience.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

Beyond Philosophy

DECEMBER 23, 2015

For the CCO, broad background in customer experience optimization transcends the brand-building focus of marketing (the CMO’s role) or IT/operations (frequently the CIO’s role). Customer Insight, Data and Action Generation. Customer-Centric Culture Leadership and Liaison.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. Only through constant communication and action can the CEO shape the organization’s focus towards customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. Call out these implications in your VoC reports and presentations.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ChurnZero

MARCH 22, 2019

It’s especially great if you get payment up front and then know that customer is profitable from that point on. . Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? You of course would rather buy from your CS person.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

Clicktools

MAY 30, 2017

The market-sell-retain cycle, of course, is never over. The point of this post, however, is to underscore the growing amount of data that shows why cultivating customers who re-buy , and equally importantly, recommend your products is the holy grail of business and brand success. Empower the Customer Success team(s).

Gamification 40

Gamification Customer Centricity Customer Retention Financial 40

Amity

JANUARY 11, 2018

She’s now become the Director of Customer Success and has evolved her department into three distinct teams. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale. I’m the Director of Customer Success and I’m in charge of 3 teams.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94