ShepHyken

DECEMBER 24, 2023

His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

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

ShepHyken

AUGUST 8, 2022

My Comment: I love the idea of WOWING the customer. I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 23

Customer Service Culture Customer Retention Video 23

Kustomer

FEBRUARY 25, 2021

When shaping a company culture, two of the most important things customer experience leaders can do is to align their CX reps with the company values and to help reps find a purpose in their roles. Creating a Culture of Learning by Habit. That comes through in their every interaction. Both of those are extremely vital.”

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. 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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. 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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. It’s the bedrock upon which a properly designed and focused customer experience should rest.

Culture 49

Culture Customer Service Company Hospitality 49

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

Michel Falcon Experience

APRIL 7, 2020

The employee walking you over to the produce section of the store and possibly asking you how your day is going is delivering customer service to you. Often, customer service is micro-interaction within the customer journey that we neglect to continuously refine. Customer Experience. Yes, you do!

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

Michel Falcon Experience

JANUARY 3, 2020

The answer I expect is, “Everyone who interacts with our brand is a customer.”. Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 But, for me, that’s not an authentic People-First Culture business. Now, consider who interacts with these individuals. Customer Service Skill #2.

Customer Service 99

Customer Service Strategy Culture Call Center 99

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Have fostered a company culture where we promote new ideas. Do all of them get put into action? Not all, but many do!

Training 151

Training Customer Service How To Employee Engagement 151

Michel Falcon Experience

OCTOBER 21, 2019

If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. When our company added another venue and 50+ new team members I knew we would need help so I created a Culture Committee team. Take my industry, hospitality, as an example.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111