ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. And one thing customers really want, whether they express it or not, is an easy experience. There’s a difference!

Entertainment 86

Entertainment Sports Customer Service Training Training 86

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 97

Customer Experience Customer Centricity Chief Customer Officer Culture 97

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. My One Millimeter Mindset blog post, “ Do Our Professional Labels create Positive Customer Experiences?

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive.

Customer Retention 71

Customer Retention Culture Company Banking 71

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. Thus, customers do business with us because it is “all about us.” A couch potato storytelling culture emphasizes drama over minor skirmishes. Also, we stay out of these customers’ way.

Culture 71

Culture Course Leadership Strategy 71

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

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. 10x Treatment for New Clients.

How To 131

How To Video Social Media Training 131

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. It’s not just about improving profits; it’s about creating a chain reaction that leads straight to customer happiness.

e-support 52

e-support Culture Feedback Tools 52

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. Starting today, we focus on customers in a whole new way! A speech that declares this day is “DAY ONE” of becoming customer centered. Or maybe he was the CEO. A rallying cry.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Most often, it is a comparison.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Michel Falcon Experience

APRIL 23, 2019

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. After all, it stems from the top! After all, it stems from the top! What’s my secret?

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. is going out of cultural alignment. Keep focused on the people. Shep Hyken.

Industry 100

Industry Culture Metrics Customer Centricity 100

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. How can customer experience management achieve this?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. When engaging with and serving customers? Here’s why. Then, what happens next?

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. How do you know what your customers’ expectations are? Are you listening to customers? Those are marketing tools and are too high level for customer experience design. The Benefits of Mapping Journeys There are a ton of benefits of mapping customer journeys.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? With them, and for them, on behalf of better serving each other and your customers. On a weekly basis, at the very least.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association. Enjoy this blog post?

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

One Millimeter Mindset

OCTOBER 4, 2018

Over time, assumptions become dogma and are hard-wired into decision-making that impacts how we deliver to customers. Departmental factions negatively impact customer experience. The first way departmental factions negatively impact customer delivery is a version of: “This isn’t my problem.”. No wonder customers defect.

Customers 71

Customers Video Culture Customer Focused 71

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Leverage co-created stories to better serve each other, and your customers.

Leadership 70

Leadership Conference Innovation Culture 70

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. That’s a skill. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Touchpoint Case Study Consulting 132

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. Confusing Customer Service Delivery with Customer Experience Delivery. And guess what? Enjoy this blog post?

Innovation 65

Innovation Customer Retention Consulting Culture 65

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Roadmap Culture Customers 19

ShepHyken

AUGUST 30, 2017

This isn’t just about a thank you note to a customer, although those are important as well. 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. You get the idea. They have impact.

Customer Service Training 111

Customer Service Training Course Customer Service Training 111

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. A new approach. Change vs. transition.

Leadership 52

Leadership Software Chatbots Banking 52

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

One Millimeter Mindset

FEBRUARY 25, 2019

The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”. That scenario creates skeptical customers.

Customer Focused 74

Customer Focused Communication Strategy Customers 74

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Often, employees are unable to have each other’s – and your customers’ – backs.

Culture 63

Culture Leadership Employee Experience Resources 63