InMoment XI

OCTOBER 18, 2023

Over two enriching days, attendees gathered practical tips and best practices to elevate their experience programmes immediately. The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. If you couldn’t attend the event, fear not!

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

SurveySensum

JUNE 19, 2023

So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. Trust me, these tips are game-changers. The data clearly shows a direct and positive relation between excellent customer service and its positive impact on customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Tips Customer Centricity Net Promoter Score 52

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 80

Customer Centricity Culture Customer Journeys Leadership 80

Vonage

MAY 8, 2017

To offer a truly personalised experience, businesses need to think beyond the physical size of their business and instead look to the anatomical structure, culture and ethos inside their organisation. If you’re unsure on either of the above take a look at our top tips below for advice and best practice when scaling your business.

Sales 159

Sales Tips Training Travel 159

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last year I judged the inaugural Gulf Customer Experience Awards in Dubai. The site serves 80,000+ visitors per month from 200 countries. You can read my column here!

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

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

Comm100

AUGUST 20, 2019

In order to develop a successful customer experience strategy, you first have to have a vision, understand and relate to your customers, get real-time feedback while also managing employee responses, and create a strategy that looks at the customer experience as a whole, rather than the experience of a few select touchpoints.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Know the value you provide. Focus on what you really offer.

Tips 105

Tips Customer Success Customers Strategy 105

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Readers have commented that they love the hands-on tips and advice, as well as each chapter being just long enough to gain insight and inspiration yet short enough to be able to read in a coffee break. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Know the value you provide. Focus on what you really offer.

Tips 80

Tips Customer Success Customers Communication 80

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. For the next few months, I am exploring each one of my seven tips in a little more detail.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. Follow on Twitter: @Hyken.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

AskNicely

AUGUST 29, 2018

This customer-fueled approach to business growth has evolved into a culture shift. By using automated systems for gathering and acting upon customer feedback, forward-thinking organizations can establish a customer-focused culture. Best NPS Benchmarks Are a Result of NPS Best Practices.

NPS 150

NPS Net Promoter Score Metrics Culture 150

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Guru

MARCH 13, 2018

In this exclusive interview with Customer Guru, Mr. 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. How do you think start-ups can prioritize initiatives that will help build a customer-centric culture?

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

ShepHyken

APRIL 6, 2021

Jeff Toister is a n author, consultant, and trainer who helps companies develop customer-focused cultures. He’s written four books including The Guaranteed Customer Experience. Thousands of customer service professionals around the world subscribe to Jeff’s Customer Service Tip of the Week email. .

Advertising 145

Advertising Consulting Brands Tips 145

ShepHyken

MAY 24, 2016

Drive a Customer-Focused Culture. Shep Hyken discusses how to create and maintain a customer-focused culture with Donn Sorensen, speaker, philanthropist, and Regional President of Mercy, a large healthcare organization based in St. Donn Sorensen Shares Leadership Principles That.

Leadership 90

Leadership Healthcare Culture Customer Focused 90

ShepHyken

APRIL 12, 2021

(CMSWire) Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer experience as a competitive advantage. So it stands to reason that the experience, for even our most loyal customers, may have changed. Interesting idea. I doubt you’ll disagree with anything here.

Competitive Advantage 78

Competitive Advantage Customer Service Tips Culture 78

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.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. HRD) We’re on the brink of the mass transformation of customer service as we know it.

Customer Service 84

Customer Service Customer Retention Culture Tips 84

Provide Support

FEBRUARY 9, 2016

People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. Read more.

Infographics 40

Infographics Culture Customer Service Training 40

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. Without any further delay, here are ten more ways to create a better customer experience in 2020. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

ShepHyken

AUGUST 10, 2020

(Beyond The Arc) These fundamentals also apply to managing major change – which is often what’s needed to make a measurable impact in your customer experience. My Comment: This article falls into building a CX culture. Actually, Culture is one of the three “C’s” mentioned in the article. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Customer Retention Loyalty Tips 92

ShepHyken

NOVEMBER 25, 2019

Great brands are teaching all customers what it is like to receive great customer service, and customers now expect – if not demand – that from all the companies they do business with. How To Build A Winning Customer Service Culture In Your Company by Krishna Charan. Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Culture Trends Touchpoint 114

ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. Okay, not a surprise anymore.

Customer Service 90

Customer Service Hospitality Ecommerce Loyalty 90

Rant And Rave

MAY 8, 2018

Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help you to become more customer-centric.

Customer Centricity 45

Customer Centricity Tips Employee Engagement Culture 45

ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

Customer Bliss

APRIL 23, 2019

Look for language around leadership engagement, culture, and that your role is defined beyond tactics. People (and organizations) don’t change overnight to suddely become customer-focused. And, hopefully, these tips for interviewing will serve you well. Does the Job Description Go Beyond Tactics?

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

ShepHyken

JULY 4, 2016

3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that. My Comment: Twitter has become a viable and popular customer service channel.

Customer Service 81

Customer Service Culture Hotels Tips 81

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 150

Customer Service Training Feedback Groups Customers 150

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

Kustomer

NOVEMBER 1, 2021

She has also authored two books on customer experience. Harvard Business Review – The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. Customer Success Leader – This podcast is dedicated specifically to data optimization and customer onboarding.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. Follow on Twitter: @Hyken

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Actually, the better phrase, their phrase, is "obsessed over customers." customer experience customer focus customer-centric culture' Simon Sinek.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ShepHyken

AUGUST 6, 2018

8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Building a Servant-Led Culture by Art Barter.

Customer Service 67

Customer Service Social Media Culture Tips 67

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Customer Success Leader.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105