Remove Culture Remove Customer Focused Remove Customer Service Remove Groups
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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

ShepHyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Culture 107
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Culture is Contagious

ShepHyken

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. And don’t think customers won’t notice.

Culture 154
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

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Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”. But guess what?

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5 Top Customer Service Articles of the Week 6-7-2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

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Is Your Marketing Inadvertently Damaging Your Customer Focus?

Beyond Philosophy

Last time, I explained two of the nine areas, People and Culture. This time, I am tackling three more including, Customer Strategy, Marketing, and Customer Expectations. . Customer Strategy. Let’s start our first area, Customer Strategy, by reviewing Customer Segmentation. Marketing and Branding.