ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

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 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Here are my top five picks from last week. by Ricardo Saltz Gulko.

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

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

NOVEMBER 20, 2019

Specifically, he mentioned that as Artificial Intelligence (AI) started to take hold, as cool as it was for the company, it wasn’t yet a great experience for the customer. Customers paid the price for companies trying out their new technology. This is all about being customer-focused. Follow on Twitter: @Hyken.

Customer Focused 124

Customer Focused Customer Service Training Employee Experience Customer Experience 124

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? A perfect way to open a discussion about some very important customer service topics. Then look no further than the TV in front of you!

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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 81

Customer Journeys Customer Service e-support Self Service 81

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 7, 2019

We Still Need To Deliver On The Human Factor In Customer Service by Ryan Hollenbeck. Forbes) The fear of automation supplanting humans in the workplace has been the stuff of science fiction for decades, but as the pace of technological change picks up, many people have begun to wonder: Is it becoming more fact than fiction?

Customer Service 114

Customer Service Infographics Customer Centricity Social Media 114

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Self Service – Put control in the customer’s hands. Let customers move at their pace.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

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

APRIL 22, 2019

Why Anxious Customers Prefer Human Customer Service by Michelle A. HBR) It is clear that these technologies are less expensive to offer than human support. But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety.

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? So, do you know who your customers are?

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

JANUARY 28, 2019

This article has some interesting comments about which industries deliver the worst overall service. And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. They are trying!). ” Download it today!

Social Media 99

Social Media Customer Service Customer Care Insurance 99

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 83

Customer Service Airlines Employee Engagement Rewards Programs 83

ShepHyken

APRIL 8, 2019

(CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. It’s focused on the digital service transformation.

Customer Service 103

Customer Service Hotels Hospitality Government 103

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” Yes, the technology has improved.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

SEPTEMBER 19, 2016

My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. This article is filled with comments about the company’s culture, empowering employees and much more. 10 Tips For Making Customers Feel Welcome by Richard R. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

MAY 11, 2020

It is firmly engaged in the broader technology sector, particularly since the launch of Amazon Web Services – AWS – in 2004 which has now grown into the world’s leader in on-demand cloud computing, and a big contributor to the company’s revenues and profits. Customer experience, innovation, artificial intelligence, culture….a

Customer Service 61

Customer Service Innovation Retail Financial 61

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 84

Customer Service Government Hospitality Trends 84

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

(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

APRIL 24, 2017

I couldn’t help but think that casinos and other large hotels would benefit from a far superior customer experience akin to the indoor navigation technology used by Carnival’s Ocean Medallion project. Cassie writes about how what she is doing to help her organization develop a customer service culture.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Culture & Training.

Contact Center 102

Contact Center Entertainment eBook Culture 102

ShepHyken

OCTOBER 28, 2019

The 6 Customer Experience (CX) Trends Every Company Must Get Ready For Now by Bernard Marr. Forbes) In order to become and remain competitive, companies need to tap into the latest technologies and customer experience trends. Here are 6 customer experience trends every company must get ready for. by Wayne Simmons.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

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

ShepHyken

JANUARY 3, 2018

If you don’t already offer good self-service solutions that will get customers their answers immediately, at least be able to respond to them in a reasonable amount of time, not hours or days. Don’t let technology pass you by: Invest in the right technology to drive a better customer experience.

Customer Service 113

Customer Service Self Service Tips Social Media 113

ShepHyken

NOVEMBER 6, 2017

And the only way to get real feedback on what’s happening between the company and its customers is to invite the people who have day-to-day contact with the customers. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

JULY 25, 2016

(Help Scout) If you’re starting, growing or working in a customer service team, we’ve collected the books we think are most worth your valuable time. Our friends at Help Scout shares a great list of 27 books on customer service, experience, culture and more that will help keep you at the top of your game.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

DECEMBER 11, 2017

My Comment: Companies invest a tremendous amount of dollars to create a better customer experience. They use technology and apps to make life easier and more convenient for customers. How about considering investing some of that IT and technology in your employees? This article shares three ways to do exactly that.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

ShepHyken

MAY 22, 2017

Losing the human touch from customer service can be bad for business by Business Matters. My Comment: Technology is changing the way we deliver customer service and support. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. None of these allow for human-to-human interaction.

Customer Service 82

Customer Service Airlines Self Service Tips 82