Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Customer Guru

MARCH 13, 2018

Nadgir has shared with us several tips that would help organizations in overcoming the challenges that they face in bringing about a customer-centric cultural change. He also talks about the need to leverage customer reviews in order to bring about this change in an organization. We would be more than happy to help.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Save the Customer.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

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. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 45

Technology Hospitality Customers Customer Service 45

ShepHyken

APRIL 8, 2019

Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. A good service opportunity went bad. but it’s worth it.

Customer Service 101

Customer Service Hotels Hospitality Government 101

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. What Does a Great CXM Culture Look Like?

Resources 100

Resources Case Study Comparison Hospitality 100

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. Kerry Bodine Follow @kerrybodine. Rod Butcher Follow @rodbutcher.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

Pink Guava

AUGUST 29, 2018

Top management alignment/greater focus for Customer Experience Strategy Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

Customer Bliss

AUGUST 4, 2015

Knowing the strength and pull of the power core will: Uncover the hot spots and potholes for driving a customer profitability culture. Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. This is sometimes seen in hospitality or in the distribution businesses.

Hospitality 100

Hospitality Insurance Leadership Sales 100

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? 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. Here are a few ideas on how to retain those happy customers.

Customer Service 81

Customer Service Airlines Employee Engagement Rewards Programs 81

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Government Hospitality Trends 82

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

ShepHyken

AUGUST 8, 2022

Customer retention statistics show that 65% of a company’s business comes from its existing customer base. My Comment: While this article focuses on fast-casual restaurants, just about any business can incorporate these ideas. I’ve always preached the hospitality mentality. Follow on Twitter: @Hyken.

Customer Service 23

Customer Service Culture Customer Retention Video 23

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Jennifer is Chief Customer Officer at Gaffey Healthcare. It’s been awesome! This week: another great one.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Ease of doing business is a competitive advantage. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

ShepHyken

AUGUST 11, 2017

In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality,”* said Bezos. Customer obsessed companies are the future. Stories move people.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

ShepHyken

AUGUST 28, 2018

Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?.

Airlines 69

Airlines Leadership Industry Training 69

BirdEye

NOVEMBER 8, 2023

Current and former employees can anonymously review companies and share insights about company culture, salaries, and the work environment. Businesses listed on Glassdoor can manage their employer reputation, attract top talent, and showcase a positive work culture.

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Middlesex Consulting

DECEMBER 27, 2015

However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture. More and more they are taking on an operating responsibility for that equipment within the hospitals to which they are working as a strategic business partner.

Culture 60

Culture Training Brands Strategy 60

Help Scout

MAY 21, 2019

They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them. A value proposition is all about being customer-focused and putting yourself in their shoes. What is a value proposition? Airbnb: belong anywhere.

Examples 40

Examples Hotels Hospitality Travel 40

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 23, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXIX, Shep Hyken).

Hotels 100

Hotels Conference Customer Service Training Meeting 100

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 13, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Simple Words and Phrases Can Enhance the Customer’s Experience appeared first on Shep Hyken.

Customer Service Training 95

Customer Service Training Communication Training Course 95

ShepHyken

MARCH 8, 2021

(Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. pandemic). (The Follow on Twitter: @Hyken.

Customer Service 139

Customer Service Hospitality Airlines Infographics 139

Kustomer

MAY 26, 2020

Like CULTure, culture. When I was approached by Wiley a dozen plus years ago to write this book, I had the idea that would be called “The Customer Focus,” which is after my training programs. We would like you to consider, “The Cult of the Customer.” Shep Hyken: (04:56). Yep I know Russell.

Customers 52

Customers Groups Exercises Customer Experience 52